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June 2016
Hello
There has been plenty happening over the past month with CSIA.
We’ve been involved in some informative and inspiring seminars across Australia and in New Zealand with Salesforce and, as we move into the run up to nominations closing next month, we’re starting to get excited about the 2016 Australian Service Excellence Awards.
If you’re yet to enter, or are not sure where to start, contact us and we can offer you advice on which categories suit your organisation best, and how to prepare your submission. It’s important to take time to reflect on what you do well, so take this opportunity to be recognised for your customer service achievements.
Sincerely,
Anouche Newman - CEO
The countdown is on for the 2016 Australian Service Excellence Awards
There is less than a month left to enter the 15th annual Australian Service Excellence Awards (ASEAs) with the deadline of Friday, 22 July looming.
We are looking for Australia’s most outstanding customer service-driven organisations and individuals who demonstrate best practice and innovation. This year there are 10 corporate categories so if your team and organisation is demonstrating customer service excellence, prepare a submission to recognise the great work you do.
Download the information brochure to find out how to put your best foot forward. The winners will be announced at a black tie awards dinner at the Crown Palladium in Melbourne on Wednesday, 26 October 2016.
Two days left to submit your ASEA early bird offer form for non-member organisations!
Submit an early bird offer form by this Thursday, 30 June and you will also receive a complimentary Bronze Corporate Membership of CSIA as a bonus. Only two days to go!
Anouche Newman, Chief Executive Officer, CSIA; Derek Laney, Head of Product Marketing Asia Pacific, Salesforce; Joanne Pok, Marketing Manager ANZ Salesforce; Craig Skinner, Commercial Sales Director NZ, Salesforce.
CSIA and Salesforce Service Excellence Breakfast Series
Hundreds of professionals joined us for the recent Salesforce breakfast series around the country and across the Tasman in New Zealand – a testament to the increasing importance of customer service as a strategic imperative.
CSIA’s CEO, Anouche Newman spoke about customer service as a mindset, addressing the human element of service and the importance of personalisation in creating the ideal customer experience.
It was apparent that many companies succeeding at customer service are successfully utilising technology platforms such as Salesforce to allow them to scale their approach to personalisation and drive business performance.
It made us wonder what to expect next and the realisation that perhaps artificial intelligence in customer service interactions isn’t so far away after all!
Congratulations to Derek Laney and the Salesforce marketing team for a very successful event series.
Emma Barbato, Client Services Manager, CSIA and UTS prize winners Selina Zeaiter, Jody McGann and Vanessa Wang.
CSIA presents academic prizes at UTS Business School
We are immensely passionate about learning and development here at CSIA and are committed to the next generation of customer service professionals and leaders. Customer experience is being touted as the ‘new marketing’ and we are therefore exceptionally proud to sponsor three academic prizes at UTS Business School in Sydney.
On Wednesday, 15 June CSIA Client Services Manager and former UTS postgraduate student, Emma Barbato had the honour of attending the UTS Business School Prizes and Scholarships Award Ceremony and presenting three academic prizes including:
- Customer Service Institute of Australia Award Prize in Services Marketing (Postgraduate) - won by Vanessa Wang
- Customer Service Institute of Australia Award Prize in Services Marketing (Undergraduate) - won by Selina Zeaiter
- Customer Service Institute of Australia EMBA Excellence Award in Marketing – won by Jody McGann.
Congratulations to these students for their outstanding achievements!
Recently certified companies
Customer service excellence is important in all industries and especially so in transport companies. This month we are delighted to recognise Transdev Melbourne and Transport Shared Services as Certified Customer Service Organisations against the International Customer Service Standard (ICSS). Congratulations to the teams at Transdev Melbourne and Transport Shared Services.
Transport Shared Services (TSS) achieved an excellent result in its recent certification for an organisation relatively new to the CSIA process. It is adopting an innovative and evidence-based approach to managing its business and customer service effectively with an exemplary approach to managing data analytics – an emerging business capability that is fast becoming a competitive differentiator across all business sectors.
Transdev Melbourne started its customer journey in the ‘Integration’ band of the ICSS and is well positioned to achieve its vision of sector leadership. The company is innovating in many areas, including acknowledging the importance of its customers and other stakeholders in determining when it has achieved its vision.
Our organisational-level certification program is designed to enhance service standards and help organisations achieve customer service excellence, via assessment and certification to the International Customer Service Standard (ICSS). If you’re interested in having your company certified, contact us on 1300 912 700.
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Customer Service Institute of Australia Pty Ltd
Level 32, 101 Miller Street, North Sydney
NSW Sydney 2060 ABN 31 609 812 919
t 1300 912 700 | int +61 2 8047 6981 | e info@csia.com.au
w csia.com.au