Steve and Jessica Hagger, owners of MTA Queensland member business Ontrak Diesel Repairs in North Mackay, were recently chosen as finalists for the Ricoh Australia Customer Service Award – one of the categories in the Queensland Community Achievement Awards.

Recognising those who provide customer service excellence, best practice and innovative thinking in customer service, the award nomination is a reflection of just how much effort Steve and Jessica put into creating strong customer relationships, and the couple have developed five key philosophies for delivering that exceptional customer service:

1. Customer-centric culture
2. Communication is key
3. Never taking your customer for granted.
4. Always going the extra mile.
5. Responding promptly to customer issues.

“Our Mantra is to respond, not react,” said Jessica. “By carefully listening to ascertain the issue, we make it a fundamental rule to calmly respond by offering solutions and options that will be acceptable to the customer.”

Approaching customer service in this way mirrors Steve’s style of examining a motor vehicle to find the root cause of any problem. By focusing on this, customers can be assured a more effective solution that addresses their real concerns.

As well as the strong focus on delivering excellent customer service, Steve and Jessica believe in the benefits of continuous improvement, and actively promote training and development for their staff. Through this, they aim to enhance employee performance, improve satisfaction and morale, assess workplace skill shortages and bottlenecks, and ensure consistency for customers, as well as increase productivity.

“Steve is committed to ensuring the next generation of mechanics are armed with the skills he has learned,” said Jessica. “He generously wants to share his professional auto mechanic experience with others and encourages learning from mistakes.”

MTA Queensland congratulates Steve, Jessica and the Ontrak team on their excellent customer service and award recognition.

4 December 2020