TCC

TOTAL CUSTOMER COMMITMENT - OUR VALUES AND CULTURE

“Be The Customer” is our vision. Total Customer Commitment is our culture. The NORPAC “Be The Customer” philosophy encourages our employees to always put customers first. We walk in our customer’s shoes every day - in everything we do. This philosophy, coupled with our Total Customer Commitment culture, makes us the undisputed leader in fostering strong customer relationships.

The plaque associated with the boots (pictured right) reads:

These work boots were graciously donated to NORPAC Controls by Leo Paradis of Catalyst-March 2003. We will proudly display these boots as a reminder of the importance of always thinking of the customer first in our daily interactions and communications and therefore, literally, “Walking in our Customer’s Shoes”.

Many organizations proclaim a superior level of customer service, but have difficulty sustaining a consistent, thriving customer service culture. NORPAC has succeeded by using the tools of our Total Customer Commitment (TCC) process initiated in 1992. TCC is inherent in every facet of our business and its principles are fully embraced by each NORPAC employee. It was a key factor in our selection as one of “Canada’s 50 Best Managed Companies”.

Key components are:

• TCC – A Culture of Service (Superior Service is Planned)
• Communicating for Service
• Superior Service Guidelines & Standards
• Customer Listening / Complaints / Surveys
• Feedback & Recognition
• Measurement & Tracking
• Exceeding Expectations & Continuous Enhancement

Quality people are our number one asset. The service they provide is our number one differentiator. Total Customer Commitment is the culture we have created and fostered for over 18 years. Our people demand and value excellence every day in their personal standards and through their contributions to customer value, empathy, and trust. TCC keeps us focused on providing unmatched customer service excellence.

TCC Team Mission Statement 

The TCC Team is results driven and will promote ownership of Total Customer Commitment by embracing the process and leading by example. We encourage empowerment and a positive attitude to exceed customer expectations, and measure and re-visit the process on behalf of our peers so that NORPAC will deliver best-in-class products, services and value to our customers and stakeholders.

Sharing our TCC Philosophy with our Customers and the Community

NORPAC invites you to join us for an introduction to our Total Customer Commitment process. We'll show you through the results we have achieved for our customers, our employees and our organization. Experience a unique opportunity to explore a process that will undoubtedly help you deal with many of today’s challenges in the workplace.

For more than a decade, due to continued demand, we have conducted four-hour seminars about our Total Customer Commitment process. These sessions have grown in popularity by customer word-of-mouth, which has filtered into the community at large. We enjoy providing the framework and some of the tools that have proven successful for NORPAC. Our aim is to assist our customers and other businesses in the community with ideas and the motivation to improve their own customer service processes.

The B.C. Centre for Quality asked then-President, Dave Wall, to profile our process during their 2003 conference. It was so acclaimed, that they asked him back as their Keynote Speaker for 2004. We have now established a forum for “exchange of best practices”, with the BCCQ.

For more information please contact Amanda.