No Images? Click here November 2016 Hello there, There has been plenty happening over the past month with CSIA. We’re very pleased to announce that our most popular training program, the one-day Certified Customer Service Excellence (CCSE) course, is now open to the public. The program will take place on 24 January but before we get to 2017, Christmas is just around the corner! The team at SANE Australia has put together some tips on how to effectively manage workplace stress in the lead up to the holiday season to ensure a good finish to the year. Sincerely, Anouche Newman - CEO Join our Certified Customer Service Excellence public program in JanuaryIf you are in a customer-facing role or manage a customer service team, join us in Sydney on 24 January for our one-day Certified Customer Service Excellence (CCSE) program to find out how you can put your organisation on the fast path to service excellence. No matter what your customer service team looks like – whether it’s a small department or a large call centre, the success of your business depends on how well you deliver it. You’ll hear from CSIA CEO Anouche Newman and our most experienced facilitator Monique Richardson to learn how to build essential skills and techniques to improve your customer service delivery. This will include building cognitive and effective empathy skills, understanding the customer experience and moments of truth, the importance of communication, how to deal with challenging customers and more. If you’re interested in attending, please follow the link below for more information or contact the CSIA team on 1300 912 700. Places are limited so we encourage you to sign-up now. We hope to see you there! Date: Tuesday, 24 January 2017 The holiday hustle and how to manage stressChristmas is just around the corner and businesses across the country are gearing up to deal with a sharp spike in customer demands. A customer-facing role can be demanding at the best of times but Christmas is certainly one of the most challenging times of the year. We spoke to the Mindful Employer team at SANE Australia to get their top tips to effectively manage workplace stress in the lead up to the holiday season. There are handy tips for customer service professionals and team leaders, from how to de-stress to getting the roster right. Carnival Cruise Line is all smilesThe Carnival Cruise Line team is all smiles after receiving Australia’s vote for the friendliest cruise line company in The Friendly Awards, a new category of awards presented at the Australian Service Excellence Awards this year. Based solely on consumers’ experience with Australia’s leading brands, CSIA polled 2,000 Australians across the country to identify the providers of the friendliest customer service across 15 key industries. Carnival Cruise Line was very proud to receive the inaugural award and Director of Sales Anton Loeb said: “At Carnival our emphasis is on friendliness and fun, not just on our ships but also among our shore side customer service team. “We encourage all our staff to embrace this ethos and share it with guests because we want them to feel good about cruising with Carnival from the minute they book. We feel that if our team is happy it reflects in their friendly customer service,” said Loen. Pictured above is Customer Service Institute of Australia CEO Anouche Newman presenting the award to Carnival Cruise Line Vice President Australia Jennifer Vandekreeke. Congratulations Carnival Cruise Line and keep up the friendly service! JLL Australia wraps up its Customer Centricity programThis month CSIA wrapped up its Customer Centricity program with Fortune 500 Company JLL Australia. CSIA worked closely with JLL’s Corporate Solutions business across Australia to raise awareness of the importance of creating a customer centric environment for positive business outcomes every day. More than 300 staff participated in the program and the overwhelmingly positive feedback from the teams confirmed that it was an extremely worthy exercise for the company. Staff from all levels participated in the program from new starters to long-term staff who have been with the business for more than 30 years. Following the success of the program CSIA is now supporting JLL in Singapore and India to roll out the Customer Centricity program internationally. Congratulations to JLL for undertaking the program! CSIA CEO Anouche Newman talks at LGMA Annual State Conference in PerthRecently CSIA CEO Anouche Newman attended the Local Government Managers Australia association Annual State Conference in Perth. Held at the Esplanade Hotel in Fremantle, the theme for this year’s conference was ‘without favour or fear’. Anouche’s session was themed to customer service is everybody’s business and presented case studies that showed how different organisations are improving their customer engagement processes with great success. Two of Anouche’s top tips for following suit included: 1) Take an objective look at your processes. Are you providing access to services in the most appropriate way? Take a look at what start-ups are doing. They don’t start off with the legacy systems that might be constraining you and can give you clues about better ways to collect and manage data in relation to customers. 2) Don’t be fearful of change. Often when CSIA is called in to assist organisations, it finds they are fighting against the status quo. It’s important to ensure that there’s a leader at the helm who really values customer service and pushes that through the organisation. For more tips for improving customer service and engagement, head to csia.com.au. |