Emma Low, the managing director of Westpac Pacific, has acknowledged the inadequate customer service from Westpac staff in Fiji. This acknowledgment followed a question posed by a delegate during the 2024 Fiji-Australia, Australia-Fiji Business Councils Joint Forum, where Ms. Low participated in a panel discussion on ‘Innovation, Partnerships, and Exploring Global Perspectives.’
Low remarked on the difficulties faced over recent years, highlighting the uncertainty that has affected employees, but also praised their resilience and commitment. She emphasized the bank’s investment in technology and outlined a strategic focus on four key areas, one of which specifically targets improving customer service.
She stressed the importance of empowering bankers to engage effectively with customers, asserting that great customer service doesn’t solely depend on financial investment. Creating a culture where employees take pride in being part of the organization is a vital part of enhancing service quality.
Ms. Low expressed optimism about the positive changes on the horizon, crediting Shane Smith for his leadership and encouraging a collaborative approach to address team challenges in Fiji. She conveyed her belief in the potential of Westpac and its staff, hoping for significant improvements in customer service moving forward.