Emma Low, the managing director of Westpac Pacific, has recognized the shortcomings in customer service at Westpac’s Fiji branches. This acknowledgment arose during a question posed at the 2024 Fiji-Australia Business Councils Joint Forum, where Low participated in a panel discussion focused on ‘Innovation, Partnerships and Exploring Global Perspectives.’
Responding to concerns about the lack of customer service, Low stated, “It’s been a challenging few years, especially for our employees. I feel for them, but I acknowledge their resilience, and I thank them for sticking with us.” She emphasized the significance of the technological investments being made, noting that developing a new business strategy with four key pillars includes enhancing customer service.
Low emphasized that exceptional customer service does not solely rely on investment. She highlighted the importance of empowering staff to engage effectively with customers and fostering a culture where employees take pride in their work. “I believe this will reflect in the service our customers receive,” she said.
She mentioned the leadership of Shane Smith, praising his efforts to connect with the Fiji team, understand their challenges, and reignite their passion for Westpac. “We have a great business and great people, and I truly hope we see positive changes,” Low concluded.