BCAA

WINTER 2016 BCA A .COM 7 B ack when I worked in Asia, I was a frequent business traveller. Singapore Airlines was my airline of choice for a number of reasons. The main one was that they took time to get to know me and catered to my preferences and needs, from seating arrangements to food choices and my onboard experience. It didn't matter what country I was in, every time I stepped on one of their planes and they greeted me by name, I felt like I was home. We talk a lot about delivering great customer service at BCAA. While we don't hand out warm towels, we do offer a warm welcome and go the extra mile when it comes to protecting you and the people and things you love. Creating an outstanding customer experience is one of my passions, and I think we have a strong foundation at BCAA. Of course, we can always do better. One of the first things I did when I became CEO was give a presentation to the team on what amazing customer service means to me. We know that because we're a trusted BC company, you expect more than the norm from us. So we're working to give you more. We study the service surveys you complete and take the comments to heart. For the most part, you rate us positively, and often we get it right. But sometimes we don't. As much as those negative experiences may feel like a failure, accepting that feedback as a gift, and acting on it, moves us up a level. A few months ago, we invited Members from different age groups and walks of life – families, seniors, millennials and others – to visit our head office and tell us how we're doing. Hearing from them directly was eye-opening. There is nothing like asking a Member what they think of your service with an open mind, to be both humbled and excited by the possibilities. Here's what you told us: you want us to appreciate that you and your needs are unique. You want personalized service from trusted experts who share knowledge, make things simple, have your back, show they care and are there for you when you need them. Every exchange, whether in person, on the phone or online, should have these qualities. So, that's what we are working to achieve, right across the organization. That's our road map. Everything we do will go through that lens. Do our products and services respect your uniqueness? Does our staff have the right expertise? Are we there when you need us? That's what we're working to do at BCAA, whether we work with you directly or behind the scenes. If we aren't providing that level of service, please let us know. That is the gift you offer us as a valued Member of our organization. Shom Sen President & CEO My Passion for Great Customer Service your BCAA

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