Whether your customers are external companies or internal (other employees), every department in Meatco has to make an effort to improve their level of service.
The quest for service excellence prompted Meatco’s IT department, under the management of Louis Becker, to seek out training intervention. The entire department of 19 employees, including management, spent a day to assess and standardise their level of service.
We are all aware that Meatco leans heavily on our various information technology platforms, whether in Production, QA, Engineering, Finance or Administration. It is Meatco’s dependency on these systems and infrastructure that exposes IT employees to highly stressful situations on a daily basis.
There is a tendency to depersonalise problems related to IT, but the reality is that human beings (other employees) are affected if there are IT complications. Therefore the IT department endeavours to take a more personal approach to problem solving.
They adopted four golden rules for customer service that customers generally expect from service providers:
Make your customer feel important;
Show empathy and understanding for your customer’s issues;
Show willingness to help your customers;
Rather under-promise and over-deliver on solutions, instead of the other way around.
Meatco’s Human Resource department organised the training interventions that were facilitated by Ms Renschie Grobler, an Organisational Development and Training Practitioner. She has extensive background in soft skills facilitation and joined Meatco in 2012.
FLTR back row- IT Consultant, Skip Scheepers, System Developer & Database Administration, Steve Basimike, IT Manager: Enterprise, Cecilia Kahorongo, IT Infrastructure Manager, Jacques Arangies, IT Livestock Proc Coordinator: Producer Service, Koos Claassens . Front row- Senior Manager: IT, Louis Becker, IT Technician, Johannes Andreas, IT Manager: System Development, Louis van den Berg, Printer Solutions, Bradford Swarts and System Administrator, William Rush.