At Brite, we take great pride in the service we provide our customers. As a social enterprise, focused on transforming lives through training and employment, we are equally proud of our workforce.
As a team we strive to provide an exceptional experience to all our customers, all of the time. We believe our superior customer service sets us apart and builds long-term valuable partnerships; these partnerships deliver sustainable and successful business and community outcomes for our customers and meet our social purpose.
Key Brite service principles:
We seek to provide our absolute best in everything we do.
We exist because of our customers: we seek to put the needs of others first; and, help each other to develop and perform to the best of our abilities.
We take the extra step for our customers: we believe small unexpected improvements deliver stronger customer outcomes.
We hold ourselves and each other accountable to our service principles and agreed performance expectations.
To achieve an exceptional customer experience every-time, we will:
Greet all customers as if in our own home.
Take ownership of our customer’s enquiry or issue with a pro-active and positive mind-set.
Remain empowered, accountable, and solution focused until resolution is achieved.
Be present for our customers.
Provide accurate, timely, and up to date information.
Openly acknowledge when we have not met our own standards, and pro-actively resolve the matter to our customer’s satisfaction.
Utilise complaints, compliments, and feedback as part of our continuous improvement planning.
Benchmark current customer experiences with Brite, and undertake regular customer engagement to track our customers’ experience.
Phone calls and messages will be returned within one working day.
Emails will be responded to within one working day.
Social media messages will be responded to within one working day.