Fiona Berkin, Morris Corporation

Morris Corporation’s 3B service model – ‘Be Friendly, Be Connected and Be Real’ program has been nationally recognised in the 2017 AREEA, Resource Industry Employer Group, Industry Awards.

The program was designed to enhance the company’s customer service model and was highly acclaimed by the judges as a great example of a company transitioning to utilise a local workforce, delivering benefits for both the company and the local community.

Chief executive Fiona Berkin said Morris Corporation was absolutely delighted to receive the Training and Development award.

“3B is embedded into our culture and it’s been a fantastic journey,” Fiona said.

“It began a couple of years ago when the downturn in the mining sector necessitated Morris to relook at how we set ourselves apart from our competition.

“We knew that our customer service was good, but it wasn’t great because it wasn’t always consistent.

“We developed the 3B model, ‘Be friendly, be connected, be real’, and rolled that out to the organisation through our training project. It was extremely successful and was absolutely embraced by all of our employees.”

“When I attended a world conference for global marketing leaders, the message was clear – ‘if you’re not a high tech company, your organisation is just not going to survive’, and the light went on for me. I thought, ‘3B’.

“Our 3B service model is centred on humanity. What we needed to do was to embed that into our entire culture, not just as a customer service program. Once it was embedded, it would be second nature for all our employees to provide exemplary customer service – to both external and internal customers. This was how we embarked on our 3B transformational journey.”

Since the launch of the 3B Transformation Journey, staff turnover rates at Morris have been on a downward trend.

The initiative now includes the creation of a feedback app, launch of Yammer and 3B stories are also shared in the internal newsletter.