We are regularly monitored in terms of the quality of service we provide internally and
externally, and the rewards are linked to our performance. IM highlights this link. In
implementing IM, we are very ‘heavy’ on customer service, improving customer service,
and meeting the customers’ expectations. There are courses within the branch that
staff volunteer to go on in order to improve customer service...we have to nominate
a member of the staff, who’s performed exceptionally and who deserves some kind
of recognition for the quality of customer service they’ve achieved. We are regularly
assessed on our performance towards service targets…there is pressure to perform
exceptionally…there is always the fear of redundancies so you have to be among the top
performers.