Customer Service & Work Culture
Creating a culture in the Boncon Workplace
Culture is determined by each and every one of us, and not just by what we do every day, but how we do it. It is the actions and interactions of every employee at Boncon Group that creates our culture.
We can all consciously adopt these behaviours to make a difference to our workplace.
Take unconditional responsibility
Personal ownership for doing the right thing.
Have honest conversations
Saying what needs to be said, in a timely and constructive way.
Coach and mentor for success
Encouraging growth, innovation and creative thinking.
Enabling others to succeed is one of the most valuable tools we have in our quest to grow our culture, create a great workplace and build a high performance business. Whether you are a people leader or an individual contributor, you have an important role to play in coaching and mentoring others.
What is coaching?
Coaching is a way of having a conversation that enables, rather than directs a person to discover a solution or improve what they do. Effective coaching involves asking the right questions rather than telling the other person what to do or say.
Creating a coaching culture will help us:
- Realise the potential of our staff
- Build a depth of talent across our business
- Develop a constructive achievement culture
- Empower one another to make a difference
Have strong relationships
Taking time to connect, listen, celebrate and care about each other, our customers and communities.
Recognising and rewarding our staff, plays a big role in motivating employees to achieve higher levels of performance. When our technicians see an individual role-modelling our behaviours or delivering exceptional outcomes for our business, they can make a nomination for our monthly award to our Service Manager Lisa.
We believe it’s important for all staff to feel appreciated and rewarded for their efforts.
Boncon Group have acquired a great reputation and brand over the years and Rodney the managing director believes that under our brand, all our technicians also have their own individual brand to uphold. This is also important for our technicians as our customers do at times, request a particular technician due to their customer service skills and knowledge of their trade.
Our Dedication to Customer Service
Our promises to all customers:
- We pride ourselves in being a fast reliable repair company for the shipping industry
- “We get in, get the job done precisely and get out!”
- Greet and listen to all customers with respect, courtesy and understanding
- Endeavour to resolve your enquiry at first point of contact, if we cannot resolve we will respond to all enquiries within a minimum of 2 hours up to 24 hours
- Set clear expectations with customers, suppliers and all our staff
- Continue to improve quality in all that we do
Qualities in Customer Service
- Friendliness – the most basic and associated with courtesy and politeness.
- Empathy – the customer needs to know that Boncon Services appreciates their wants and circumstances.
- Fairness – the customer wants to feel they receive adequate attention and reasonable answers.
- Control – the customer wants to feel his/her wants and input has influence on the outcome.
- Information – customers want to know about products and services but in a pertinent and time-sensitive manner.
Simple Actions Huge Returns
- Customers will spend up to 10% more for the same product with better service.
- When customers receive good service they tell 10-12 people on average.
- When customers receive poor service they tell upwards of 20 people or more.
- There is an 82% chance customers will repurchase from a company where they were satisfied.
- There is a 91% chance that poor service will dissuade a customer from ever going back to a company.