May 2016

Hello

We hope you and your team have had a very productive month! It’s great to be back on board after taking some time off to get married in the UK.

In my absence the CSIA team have been busy with a number of interesting projects and events, so please read on to find out more!

Sincerely,

Anouche Newman - CEO

2016 Australian Service Excellence Awards – have you entered?

Nominations are still open for the 15th annual Australian Service Excellence Awards (ASEAs), which recognise best practice leaders from around the country. Entries will close on Friday, 22 July so we encourage you to start on your submissions now.

We are looking for Australia’s most outstanding customer service-driven organisations and individuals who demonstrate best practice and innovation. This year there are six individual categories so if you know someone who is championing customer service, we’d like to hear from you. You can also nominate yourself so don’t be afraid to submit an entry!

Make sure you download the information brochure to find out how you can take home the top gong. The winners will be announced at a black tie awards dinner at the Crown Palladium in Melbourne on Wednesday, 26 October 2016.

Early bird offer for non-member organisations extended!

Not a corporate member of CSIA? Due to popular demand we have extended the early bird offer for non-members. If you nominate your organisation for a 2016 ASEA before Thursday, 30 June you will also receive a complimentary Bronze Corporate Membership of CSIA as a bonus!

CSIA & Salesforce Service Excellence Breakfast

There are just two weeks until the Salesforce breakfast series commences in Sydney on Wednesday, 8 June. Join us in Sydney, Melbourne, Brisbane or Auckland to find out how you can put your organisation on the fast path to service excellence.

Hear from Anouche Newman, CEO, Customer Service Institute of Australia on why smarter, more personalised service requires a new attitude and passion to meet customer demands. The events provide a great networking opportunity and a chance to find out how other organisations are using Salesforce to recreate their vision for service by delivering a seamless customer experience.

Attendance is free, however we encourage you to register your interest as spaces are filling up fast.

We hope to see you there!

CSIA & MCC launch CARE Program

This month saw the official kick off of the CARE Training program at Melbourne Cricket Club (MCC). A collaboration between MCC and CSIA, this custom-built training program sees all Event Day staff and their supervisors undergo intensive training to inspire and motivate them towards creating memorable moments for everyone that attends the MCG. The program is testament to Melbourne Cricket Club’s commitment to improving customer service for all visitors to the MCG — particularly admirable when there are over 1,000 Event Day staff members! The program officially commenced this month and runs until August.

Nominations are still open for 2016 Queensland Tourism Awards

Nominations for the Queensland Tourism Awards close next Wednesday, 1 June. Operating for 32 years, the Queensland Tourism Awards recognise the outstanding achievements of the state's tourism industry, including individuals, businesses (industry operators) and events. If your company is certified against the International Customer Service Standard (ICSS: 2015-2020), you are eligible to enter.

Australian companies win international praise

Australian companies have taken home a swag of awards in the 2015 International Service Excellence Awards, hosted by the Customer Service Institute of America. The global awards recognise leading customer service organisations and individuals that excel in service excellence.

Eight Australian companies including HCF, Ivy College, Mirvac Retail, American Express Australia Limited, City of Canning, Northern Territory Government, Kinetic IT and Brisbane City Council were recognised for their commitment to customer service and will take home one of these premier service awards.

Below is a picture of the CSIA team presenting Brisbane City Council with their award earlier in May. Congratulations to all Australian winners!

Brisbane City Council Chairman of Lifestyle and Community Services Committee, Cr Matthew Bourke, Brisbane City Council Customer Focus Team and Sam Blaxland (CSIA).