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REPRESENTS OUR VALUE 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 literally 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 above 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 14 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.
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TCC Team Mission Statement |
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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. |
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