Page 21 - MVU Annual Report 2017/18
P. 21
customer care standards
o SEEING THE BIG PICTURE
Identifying improvement opportunities
throughout the organization requires
a field of vision that expands beyond
one’s workstation. “That’s not my
job” is not part of our vocabulary. We
engage, participate, and contribute.
o ASKING AND LISTENING
We never assume to know what our
customers need. Good questions
evoke good answers, but only if we
listen. Resolving to not interrupt, we
exercise patience and we pay attention.
Fiscal Y ear 2017/18 | 21
