Emma Low, the managing director of Westpac Pacific, has admitted to shortcomings in customer service by Westpac staff in Fiji. This acknowledgment arose during a panel discussion at the 2024 Fiji-Australia Business Councils Joint Forum, where a delegate raised concerns about the bank’s customer service levels through a Viber group.
Low expressed understanding of the difficulties faced by employees over the past few challenging years, noting their resilience and commitment to the organization. She emphasized that part of her role involves enhancing the bank’s strategy, which includes a focus on customer service as one of its four main pillars.
She stated that improving customer service doesn’t always require significant investment but is about empowering staff to engage effectively and instill a sense of career development within the bank. Low highlighted the importance of fostering a workplace culture that instills pride among employees, which, in turn, should reflect positively in the service customers receive.
She also referenced the leadership of Shane Smith in Fiji, mentioning efforts to connect with local teams to understand and address their challenges, hoping this would rekindle their passion for Westpac. Low concluded by expressing optimism for change, praising the potential of the bank and its personnel in Fiji.