Living the Service Charter

There are 8 elements/values that make up the service charter

• True

• False

"I take full accountability and...."

• always make my members laugh

• always keep my promise to the client

• always show up to work

How can you live the service charter in every day?

• Ensure you're always up to date with what's happening in and around your work environment

• Be apart of the solution and not the problem

• Meet your performance objectives

• All of the above

As long as I smile on every call and am friendly with my members. I am living the service charter. I do not need to meet my performance objectives

• False

• True

What is the description of "Clients can hear me smile"

• I must not show up grumpy for work

• I recognize that every client should be treated with respect, compassion and understanding of their situation.

• I have a passion and desire for delivering world-class service; and I aim to make every client Interaction unique and memorable.

• I remain knowledgeable

The service charter was only created as an initiative to reach our 2018 ambition. We do not use it now.

• True

• False

• Maybe

I stay smart means...

• I must tell the entire department when I do well on an assessment

• I must dress smart

• I must make my members happy

• I remain knowledgeable on all Discovery products, services and processes; and intuitively take action as required.

  I think beyond my area of responsibility and understand how my actions influence the bigger picture.

  I am an excellent communicator with the ability to position information in a comprehensive manner and suited to the situation.

Who created the Service Charter?

• Karren Sanderson

• Adrian Gore - the CEO

• DH staff across the country

• Vishen Maharaj - the HR Manager in the KZN service team

What is the Service Charter?

• An SOP

• A list of values that everyone in the servicing environment lives by

• A course that you are required to do

• a Lunch option

To live the Service Charter, I must ensure that I provide Excellence, Everyday for Every customer

• False

• True