Customer Service Philosophy

Our Service Motto
“Delighting everyone, everyday, every time”

Our Service Creed
We will commit to: A warm welcome from friendly knowledgeable associates.

• Respecting our customers and partners
• Maintaining the highest quality standards in our offerings
• Helping to build the communities we serve

Our Associates’ Promise

1. Our Associates are proud to be part of our family. They feel a sense of ownership and are respected and treated fairly.
2. Our Associates are Ambassadors of the Company. They practice and promote: Honesty, Integrity, Respect, Fairness, Trust, and Kindness.
3. We are committed to mentoring and developing all Associates to instill: Passion, Courage, Pro-activeness, Creativity, Consistence and Performance.
4. We will provide a safe and secure customer-focused environment where our Associates’ development is consistently encouraged, recognised and rewarded.

Our Business Partner Promise

1. We will communicate honestly, openly and respectfully with our business partners.
2. We will honour our agreements. Our word is our bond.
3. We will commit to building sustainable relationships with our partners, with the aim of bringing the best value to our customers.

Steps of Service

AIM: TO BUILD AND FOSTER RELATIONSHIPS WITH OUR CUSTOMERS
Greeting: “Let’s make a GREAT impression”
Treatment: “The Customer is Priority #1”
Thanking: “Show Appreciation”

Standards of Success

1. All Associates shall be properly oriented and continuously demonstrate all elements of the Company’s Customer Service Philosophy
2. Uncompromising levels of cleanliness are the responsibility of every Associate.
3. Each Associate shall express an interest in the condition of the Company’s facilities and shall exercise due care when operating Company equipment and report problems or concerns to the appropriate authority.
4. All Associates shall ensure that all products are in good saleable condition with correct, visible signage and prices.
5. We shall ensure consistent product availability.
6. We shall ensure that products are properly merchandised.
7. We shall create an exciting shopping experience.
8. All Associates, including Business Partners are expected to demonstrate appropriate levels of professionalism (e.g. courtesy, dress code, body language, cell phone use, etc).
9. Associates demonstrate initiative appropriate to specific situations and seek guidance or escalate in keeping with limits of authority.
10. Every Associate shall be aware of all their safety and security responsibilities, and shall immediately report and/or correct safety hazards.
11. It is each Associate’s responsibility to foster an atmosphere of teamwork.
12. All Customer complaints are to be handled in a timely and appropriate manner, according to our Company’s Policy and Procedures.
13. All Associates are innovators-generators of ideas for the improvement of our business.
14. We are committed to playing our part to preserve our environment. We will implement energy conservation and recycling initiatives.
15. We will complete the actions on Development Plans for all Associates.
16. We will support Associates’ personal professional development as appropriate.
17. Associates know and contribute to the Company’s financial objectives.
18. Our Associates engage in the Company’s Community Initiatives. Our investments and contributions in Community activities are producing the desired impact.
19. Our parking facilities will be in good condition. We will ensure adequate spaces and safe surroundings for our Customers.