July 2016

Hello

It’s been another busy month here at CSIA.

Entries for the 2016 Australian Service Excellence Awards are in! We’re getting excited about the gala presentation dinner, which will once again be held at the fantastic Crown Palladium in Melbourne. It’s a night for celebration - a great opportunity to recognise your company’s hard work and promote your brand as a customer-focused organisation while networking amongst the best in the industry.

We hope to see you there!

Sincerely,

Anouche Newman - CEO

Get your tickets for the 2016 Australian Service Excellence Awards

Entries for the 15th annual Australian Service Excellence Awards (ASEAs) have now closed and judging has officially commenced.

We received a record number of entries this year and the judging committee will spend the next two months determining Australia's most outstanding customer service driven organisations and individuals.

The winners will be announced at the 2016 Australian Service Excellence Awards gala presentation dinner at the Crown Palladium Ballroom, Melbourne on Wednesday 26 October 2016.

Our flagship event, the ASEAs are a recognised symbol of personal and business excellence across a broad industry base, offering a unique networking opportunity for customer service organisations and individuals.

Individual, table-of-10 and corporate bookings are now available. Ticket sales close on Friday 14 October 2016 and being just ahead of the Melbourne Cup, seats and accommodation will fill up fast.

ASEA corporate packages

It’s a night for reflecting on the increasing importance of customer service, so bring the whole team along to celebrate your hard work. Corporate (branded) tables are $3,000 and include company table signage and branding in the commemorative booklet to help you stand out. Plus, the first five companies to purchase a corporate tables will have the opportunity to present an award on the night. 

Who are Australia’s friendliest companies?

Now that submissions have closed, we are thrilled to announce a brand new award based solely on consumer feedback. We’ll be conducting a national survey to find out who are Australia’s friendliest companies. Stay tuned for more details soon!

Local Government Managers Australia (LGMA) champion customer service

Last week CSIA’s CEO, Anouche Newman crossed the country to present at the Local Government Better Practice leadership forum hosted in Perth, Western Australia by the Local Government Managers Australia association. In her presentation, Anouche highlighted that every local government operates in an environment which demands a high standard of customer service so having a customer service mindset in leadership is paramount for managing stakeholder relationships and delivering value.

City of Melville achieves re-certification

This month we're delighted to recognise the City of Melville, located in the southern suburbs of Perth, with certification to the International Customer Service Standard (ICSS) for yet another year.

City of Melville demonstrates leadership not only in the local government sector, but applies it across the full spectrum of industry sectors serviced by CSIA. The team clearly demonstrates how to effectively maintain the balance of passion and process, fundamental components of the recertification program. It also shows in its planning and service delivery how to achieve its vision for its constituents right now, while keeping one eye on the future. Congratulations to the team at City of Melville!

If you’re interested in having your company certified, contact us on 1300 912 700.

CSIA talks customer centricity with Centrix Solutions

CSIA’s CEO, Anouche Newman recently attended a corporate retreat with IT Services company Centrix Solutions at the picturesque Fairmont Report in New South Wales’ Blue Mountains. A great success, the focus of the event was customer centricity and Anouche spoke to the Centrix team about the importance of customer service and how to build a customer-focused culture within individual teams and the wider business. Centrix Solutions CEO, Eddie Mahdi said of the session: “We’re committed to creating great customer experiences at Centrix Solutions and collaborating with CSIA was about reinforcing that message to the team. Anouche encouraged us to reflect on customer service as a key driver of business performance - a great session." Here is some of the team working on a customer journey mapping exercise which formed part of the workshop. 

If you’re interested in learning more about our training programs and corporate retreats, contact us on 1300 912 700.

American Express Customer Care Centre - Australia & New Zealand

CSIA presents American Express with International Service Excellence Award

The CSIA team were out on site with the American Express Customer Care Centre Australia & New Zealand team earlier this week to present them with their International Service Excellence Award (ISEA). They took home the Contact Centre Award and here is the team celebrating. Congratulations!