Quality Organization and Customer Service Assignment

Sarah Seifried
November 7th, 2018

1. I chose to complete my assignment on RBC. Their mission statement is “Helping clients

thrive and communities prosper”. This mission statement is clear and concise. To me as
an employee, this statement means that I must do all I can to tend to all customers’
needs. When dealing with money, it can be a very stressful time for many people. It is
important as the employee to make it as stress free and reassuring as possible.

Royal Bank of Canada. (2018) Purpose, Vision, Values and Goals. Retrieved from
http://www.rbc.com/aboutus/visionandvalues.html

2.
“Client First: We will always earn the right to be our clients’ first choice
Collaboration: We win as One RBC
Accountability: We take ownership for personal and collective high performance
Diversity & Inclusion: We embrace diversity for innovation and growth
Integrity: We hold ourselves to the highest standards to build trust”

As an office administrator, these statements can all be used as tools when dealing with
customers. The section of this statement that stands out to me is “accountability”. This is
because it is important as an employee and a company as a collective, to be
accountable for your information. It is imperative that companies distribute accurate and
useful information to their clients, especially if they want customer loyalty. Customer
loyalty is always important when growing a successful company.

Royal Bank of Canada. (2018) Purpose, Vision, Values and Goals. Retrieved from
http://www.rbc.com/aboutus/visionandvalues.html

3. Vision statement - “To be among the world’s most trusted and successful financial
institutions”
This statement is true because it is important, as a banking service especially, that
customers trust in your company. Customer loyalty stems from trust, if a client/customer
does not think that your company is reliable they will take their business else-where.

Royal Bank of Canada. (2018) Purpose, Vision, Values and Goals. Retrieved from
http://www.rbc.com/aboutus/visionandvalues.html
 4. I could not find an actual statement or explanation of a strategy plan on this website.
However I found a section called “How We Will Win”, which states a few steps they will
take towards continuing success.

Sustainable Growth Exceptional Client Best Talent Simplify. Agile. Community & Social
Experience Innovate. Impact

A couple steps that really stood out to me were “Exceptional Client Experience” and “Best
Talent”. It is important in any customer setting that they be considered first. Clients often rely
on employees of an organization to guide them in the right direction to be successful. If a
customer has a positive experience with your company, they will more than likely return.
Also, having the best employees is the best employees is one of the best was to assure a
successful business. This company focuses on positive interaction between clients and
employees, therefore having effective and efficient employees will ensure customer
satisfaction.

Royal Bank of Canada. (2018) Purpose, Vision, Values and Goals. Retrieved from
http://www.rbc.com/aboutus/visionandvalues.html

5. CEO- David I. McKay

CFO- Rod Bolger
Human Resources Director- Helena Gottschling
The CEO reports to a Board of Directors.

Royal Bank of Canada. (2018) Executive Officers Retrieved from

http://www.rbc.com/aboutus/visionandvalues.html

6. Two steps that I found important to creating a quality business were “clarifying the
company’s vision, mission and values”, as well as “developing an improvement plan”.
First, it is important that the customers know what your company is all about. Having
clear and concise statements will help the customer decide whether they want to pursue
your company/business. Also, developing an improvement plan is extremely beneficial to
the successful growth of your company. Before completing the plan, running a survey on
customer feedback would be the best way to create an accurate plan. When creating a
client-based company, their feedback is always most important.

7. A customer service standard is beneficial to an organization because it creates reliable

employees. It sets a standard for employees to provide good and effective customer
service. Having positive client interaction creates a positive atmosphere for everyone,
often resulting in customer loyalty.