Mindset and excellent service culture at Tan Hiep Phat

Building a culture that provides excellent service is a long-term training process. This must start from each employee’s mindset and apply to your colleague before providing excellent service to outside customers.

Besides external customers, including partners, distributors, agents or customers, internal staff is a special customer. Because in order to provide breakthrough products and services to outside customers and create maximum satisfaction, they must be rooted in the satisfaction of those who created the product. They must be received excellent supporters and services from others.

Understanding the importance and meaning of building an excellent service culture for internal in Tan Hiep Phat’s development strategy, the Leadership team of the Group always proactively builds and applies to programs, regulations with the aim to optimize the core values: Satisfying Customers, including external and internal customers. So, colleagues need to see each other as customers and have a duty to satisfy each other through internal service provision.

According to CEO Mr. Thanh Tran Qui, products and services can be imitated. Therefore, cultural factors, people need to be different to create competitiveness for businesses. At Tan Hiep Phat, the role of all employees is very important in building an internal customer service culture. Communication with internal customers is an essential link in the chain of different activities and events toward satisfying external customers.

About the excellent internal service experience, Mr. Thao Pham Thanh, who works at the Packaging factory, said: “I asked the Engineering Department to create a machine to improve productivity and labor quality. The technical engineers listened carefully and added more ideas and solutions. That not only meets the requirements but also surpasses our expectations. The comments of my colleagues made me surprised because I didn’t think about it. It made me extremely pleased to be seen as a customer and got great service from my colleagues.”

“My room had problems with the Internet and affected my work a lot. I have presented it to ICS. After supporting the recovery, ICS also sends a follow-up email every day to check the internet status to make sure it is working properly. That made me feel very satisfied like I received good customer service from colleagues”, Mr. Hau Bui Quang, who working in the Compliance room, shared.

Those are two of the many positive feedbacks of staff at Tan Hiep Phat Group when receiving support from their own colleagues. In other words, they are being offered excellent service from within.

In order to facilitate people to raise their views on difficult issues to find solutions, the “Discussion about internal customer satisfaction” program is held periodically by the Group with the participation of DCEO and the Head of the Division/Head of Sections. Besides, in order to improve the internal culture as well as a culture towards customers, the Group is implementing two programs simultaneously: Up Your Service and Leader Mindset. These are two long-term applied training programs for the Head of the Division, Head of Sections to apply for the Tan Hiep Phat staff. These activities show that the Group is striving towards the goal of continuous improvement to improve service quality, aiming at core values: “Satisfying customers” and “Today must be more than yesterday but not equal to tomorrow “.

Productivity and Quality Office