Assetlink is successfully delivering customer experiences programme to a number of its sites across Australia. 

Assetlink staff are providing customers with positive experiences across Australia at a number of client sites.  Staff are taken through a workshop to understand the customer experience and feel comfortable in going beyond the delivery of cleaning, security and facilities management services to our client’s customers and their needs at the forefront of everything they do.

Wayne Gobert, National General Manager People & Culture says “these programmes are paramount to the service delivery to all our clients and their customers.  Through having these workshops rolled out helps everyone understand what their client’s needs are and how to provide a quality service for their customers.” 

The programme has simulated situations for staff to understand what service means. “It really is a win for our team, a win for our clients and most importantly a win for their customers” Mr Gobert says.  “One of our clients requested we develop a specific programme tailored specifically for their customer’s at all their sites”.

There are a number of situations that occur daily where Assetlink staff improve customers’ days.  For example, Munirka in a Melbourne shopping centre. She saw a teenager crying in the food court and learnt the young girl had lost her braces by taking them out and placing them next to her branded lunch bag and forgot they were there.  She had packed her rubbish and placed it in the general waste bin with her braces. She was very distressed as her as the braces were worth $15,000.  Munirka calmed her, and then went with a colleague to the loading dock and emptied every bin to check each branded lunch bag. The braces were found and Munirka handed over her braces to a very relieved teenage girl.

Assetlink is committed to continually deliver quality service to our clients and their customers.  Mr Gobert says “the success of this programme showcase our staff’s commitment to their clients and why they are Australia’s most engaged workforce”.

 

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Media

Jay Craig

National Marketing Manager

Mob:  0408 480 909