One of the most important skills required in running an effective customer service team or department is a team's ability to turn a difficult issue into a positive experience.

In this Workshop, Robyn Reilly and Allison Collier will provide an effective framework for understanding and dealing with difficult issues in a way that maximises the experience for customers and staff.

The Workshop will ensure that you:

• Understand the two types of customer complaints
  

• Understand the very different approach customers expect for each type of complaint

• Implement simple tools and strategies to meet customer expectations

• Develop techniques to deliver customer satisfaction and business expectations
  

Aid Organisations

Médecins Sans Frontières Australia
 

Airlines

Webjet
 

Banks – General

Westpac
 

Electricity 

Aurora Energy – Business
 

Insurance Companies 

Budget Direct
 

Internet Service Providers 

iiNet
 

Local Government 

Mildura Rural City Council
 

Managed Funds 

BT Funds Management
 

Parcel Delivery 

DHL
 

Telecommunications

Telstra Mobile
 

Tertiary Education 

The University of Adelaide
 

Water

Wannon Water

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741

REQUEST CONTACT FROM CSBA
 

CSBA welcomes our new Business Development Manager

Becky Hargrove joined CSBA as our Business Development Manager after spending 10 years working within the automotive consultancy industry, both in the UK and Australia.

With a strong background in IT operations and helpdesk management, Becky most recently managed the accounts, sales and business development of an online media portal, data services and bespoke IT solutions.

At CSBA, Becky is responsible for developing Customer Service Improvement programs within the education, local government and automotive sectors. Highly experienced in establishing long term business partnerships, Becky is a consultative and proactive business partner who is committed to working with clients to help them understand, measure and improve customer service within their organisation.

If you would like to speak with Becky about improvement opportunities for your business, please contact her on
1800 358 081 or via becky@csba.com.au

From the Director

Quality Assurance Programs can make or break the customer experience and your business

Organisations that continually deliver a great customer experience do so because they set very clear expectations of the service experience they wish to provide to their customers. They then work hard to ensure that every member of their team delivers this consistently.

One way to have consistent customer experience is through a well structured Quality Assurance Program. Over the years we’ve seen a range of QA programs, some that have worked well and others that have failed. We now have a fantastic knowledge base of Customer Experience QA. From this knowledge base we’ve identified the key success factors for developing and implementing such a program.

Take a look at our observations on our website by
clicking here

Paul van Veenendaal