On the 12th & 13th of October two communication days were held in South Africa with our teams based in Cape Town at the Villagers Rugby Club. The days were a great chance for us to share more of our vision for the business and the values we feel will be core to delivering on this. Like the UK events they were designed to be informative, but an opportunity for the teams to suggest ideas and ask questions.
The sessions were very interactive and we focused in on ‘trust’. We had some great ideas and we got to explore new things, such as building a contraption to catch an egg (very useful!) and experiment with traditional African drumming - see photo.
The ongoing challenge is to make the whole business feel and operate like ‘One Team’, despite the 6,000 mile distance between us. Events like this help with bridging that gap, making our colleagues across all TGP sites understand how valued they are. Key to success is us moving forwards as one and ensuring we are all focused on the same core objectives.
A great example of some output from the session included is shown below. We are looking to now incorporate this into our ‘We Care’ training.
C – Competent: The customer would trust that we are competent in resolving their query and that we will get it done in the expected timeframe.
A – Assurance: The customer would be informed throughout their journey to make them trust we can handle their query/fault/complaint.
R – Reliability: The customer would feel that they can count on us to resolve their queries without calling back or chasing up for feedback.
E – Expectation: When we under-promise and over-deliver, the customer would be able to feel that the expectations we have set are reliable.
