Chivas Performance Guidelines v.Jun 2018

Chivas Brothers Values cont.

Value – Professionalism:

Competency – Customer Focussed

What is Customer Focus within Chivas Brothers? Understands customer’s needs and always delivers a quality service

Behaviours • Strives to exceed customer expectations

• Communicates in a Greenline way inspiring Clarity and Commitment using the key skills of Hear, Enquiry, Acknowledge and Straight Talk • Builds relationship with customers to understand their needs and views in order to deal effectively with their requirements • Takes personal responsibility for resolving customer queries and follows them through to completion • Actively seeks customer feedback and improvement ideas • Can influence and negotiate where necessary to achieve win-win situations • Regularly involves internal and external teams to generate ways to improve performance

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