Emma Low, the managing director of Westpac Pacific, has acknowledged the inadequate customer service provided by Westpac employees in Fiji. This recognition came during the 2024 Fiji-Australia, Australia-Fiji Business Councils Joint Forum, where a delegate raised concerns about the lack of customer service in the forum’s Viber group while Ms. Low participated in a panel discussion on “Innovation, Partnerships, and Exploring Global Perspectives.”
Low expressed empathy for the challenges faced by staff over the past few years and commended their resilience during a time of uncertainty. She highlighted the technological investments the bank is making and outlined a strategy centered on four key pillars, one of which focuses on improving customer service.
According to Low, enhancing customer service does not solely rely on financial investment. She emphasized the importance of equipping bankers with the skills to engage effectively and fostering a workplace culture that instills pride among employees.
She believes that this cultural shift will positively influence customer service, stating, “I hope it does.” Low also mentioned the significance of leadership and directly engaging with the team in Fiji to address their challenges, which she thinks could reinvigorate their passion for Westpac.
She concluded by expressing optimism for change, stating, “We’ve got great people; it’s a great place,” and reaffirmed her hope for improvements in customer service.