Customer Service Benchmarking Australia - November 2010 Newsletter

From the Managing Director

I wish I had a dollar for every time a senior executive says....

‘I spend a lot on Customer Service training for no improvement’.

Over the last few months I have had a number of senior executives say this to me when they see the results of their customer service performance.

The issue is that companies continuously send their staff to generic customer service training programs. These programs are great as an introduction to the topic, there are also tax rebates that make it almost cost neutral.

Management say they cannot understand why customer service performance remains low after they have spent so much on training.

Why does this happen?

Keep reading HERE

Paul van Veenendaal

Every contact that is made is an opportunity to impress.

This contact could change the way you as a tertiary institution are seen by the public and your departmental staff. How do you know if you can improve your customer service and how you know what your customers are experiencing now?

CSBA is a proud sponsor ATEM (Association for Tertiary Education Management) since 2006. Our benchmarking program will run again in conjunction with the 2011 conferences. The program benchmarks your institution against Australia’s top 30 tertiary institutions. This year we are introducing our Customer Satisfaction Program to suit existing student service experience assessment.

A master class for the participants will once again be run on the day before the conference.

Continue reading HERE

November 2010

1	University of Western Sydney
2	Aurora Energy Business
3	Wannon Water
4	Wyong Shire Council
5	Médecins Sans Frontières Australia
6	Launceston City Council
7	Gold Coast City Council
8	Coliban Water
9	Gippsland Water
10	CARE Australia
To find out more about the top 10 click HERE

CSBA Christmas Closure

CSBA will be shut for the holiday period from close of business Thursday 23 December and reopening on Tuesday 4 January.

We wish you all a safe and Merry Christmas.