This ACCO Service Culture Standard was developed to guide every ACCO Team Member to deliver the highest service excellence standard in their day-to-day interactions and communications with both clients and ACCO Team Member.
- You shall regard Client's requirements and interests as significance at all situations.
- Service and support assigned clients in the way I would like to be serviced.
- Exercise extreme courtesy and integrity in all communication with clients or with your fellow colleagues.
- If in doubt, you will seek clarification from clients or fellow colleagues in all communications and interactions with them. Seek first to understand and then be understood.
- In every situation or interaction with clients or ACCO Team Member, you will adopt a win-win attitude for all parties.
- Be on time by being early for appointments with clients or ACCO Team Member, or be present in your workstation according to the assigned work schedule.
- If mistakes are made by you during service delivery, avoid laying blame, justification and excuses. Instead you will:
- Acknowledge with the affected parties that mistakes had been committed.
- Take ownership of the problem resolution.
- Learn from the mistakes and ensure that no repetition of similar mistakes.
- Turn the experience into opportunity for knowledge sharing and continual service improvement.
- You shall hold as strictly confidential all information concerning the affairs of Clients unless the Client has given approval for its disclosure.
- Develop recommendations that are realistic and practicable and clearly understandable by the Client.
- You shall not indicate any short-term benefits at the expense of the long term welfare of the Client, without first advising the implications.
- Advise the Client of any significant reservations you may have about the Client's expectation of benefits from a service engagement or products.
- Ensure that the information given to client is factual, relevant and not misleading.
- At all times conduct yourself in a manner which will enhance the client regard of ACCO.
- For service quality issue, learn to deal direct and communicate any issue to the appropriate person who is able to assist in the problem resolution.
- Extend your helping hand to fellow team member who is in need or facing difficulties in servicing the clients. In all situations, never abandon a fellow team member to deal with the issue alone.
- Do whatever it takes legally, ethically and morally to win and celebrate all wins.
- After a vigorous discussion and debate to search collectively for the best solution to a service issue, ACCO Team will unify behind the decisions even though at personal level you may not support the solution.
- Every ACCO Team Member must learn and continue to learn from the experience of service failures in order to avoid a future reoccurrence.