April 2022 HR Lineup

HR L I NEUP APR I L 202 2

10

HR Lineup: Going forward, what do you want to tell your customers: how should they use this feedback functionality?

What is really crucial to make this new functionality a success is to understand exactly what the feedback is about. So, if we could ask for one thing, it’s that when customers provide their feedback, we’d appreciate a detailed description and context to the feedback to avoid un- necessary going back and forth, which creates additional workload for both sides, and that’s the exact opposite of what we want to achieve. We are convinced that the Customer Feedback Functionality is really an addi- tional opportunity for us to engage in a dialogue with our customers and together improve our services to meet their needs.

Regula: As much as needed, and as often as possible. [laughs]

We really appreciate every single piece of feedback we get. The negative ones because they tell us exactly where we can further improve, and the positive ones because it feels good to see what we’re doing right – and to be able to recognize our teammembers for their efforts. And let’s be honest, everyone deserves a pat on the back every now and then for their hard work, which then of course also helps to keep spirits up.

To share your thoughts, please visit MyServices/ Human Resources and click on Share your feedback.

“Thank you sincerely for your support. It was a complicated scenario which re- quired patience and engagement of mul- tiple stakeholders and you did very well with both.” Feedback from Fatima Seedat, regional HRBP MO MEA (related to a visa sup- port ticket in Egypt) “After submitting the negative feedback, I was immediately contacted personally, which I appreciate a lot. However, I’m hopeful that my feedback will provoke a discussion on ticket handling, RCA and implementing long-term process improvements.” Feedback from Ewelina Bartczak, re- gional HRBP IA CH (related to vacation management process)

We look forward to hearing from you!