CommuniCorp client Westpac was recently recognised as an ABA 100 Winner for Human Resource Management in The Australian Business Awards for their Aggressive Customer Training initiative, an initiative CommuniCorp was instrumental in executing
David Ninnes, Westpac Group Head of Health, Safety & Wellbeing said, “Our vision is to be one of the world’s great service companies and programs like this focus on delivering great customer service through all types of customer interactions. Service leadership is about empowering our people to have great relationships with every customer and this program takes a new approach to responding to customer incidents."
Working directly with Westpac, CommuniCorp developed and delivered a unique face-to-face training program, and consulted in the development of online training tools and policy review that all worked seamlessly to create a holistic and preventative program.
After the program Westpac experienced a significant increase in the reporting of aggressive incidents - recognising that employees are adopting the "zero tolerance" approach promoted by the program - along with greater proactive action around minimising and preventing aggressive incidents in branches.
The reason for establishing the Aggressive Customer Training Program was primarily to protect employee wellbeing, assisting them in deescalating aggressive customers and to reduce the emotional cost to employees. All these factors effect employee’s ability to perform and therefore provide customers with a lesser service. The program has helped allow Westpac employees to understand the issues that relate to parts of society, which ultimately cause people to behave in such aggressive ways.
"Our employees are now able to resolve customer issues with confidence, building stronger, more positive relationships and taking ownership of the entire experience.” Ninnes says
Psychologically Safe & Healthy Workplaces Consulting Services
As experienced workplace psychologists, we at CommuniCorp recognise the importance of employing a strategic approach to psychological safety and health in the workplace, and understand what is practically required for programs and initiatives to have a genuine impact on an organisation’s psychological health. Our consulting services to corporate organisations provide exactly this advice. Through close consultation, guidance, and organisation-specific review and advice and utilising international best practice frameworks and strategy, CommuniCorp consulting services provide organisations with a clear action plan for building and enhancing the psychological safety and health for their workplace.
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