Celebrating the work of those on the front line of customer service


Going above and beyond to put customers first  

At CSBA we aim to offer our clients a framework to support their teams to offer best practice customer interactions but going above and beyond for a customer still requires a commitment to excellence from an individual agent.  

We see this commitment in the stories of this quarter’s CSBA Agent Award winners. Brooke Di Giandomenico has taken the initiative to transfer her skills in offering best practice telephone service to a new channel (live chat) for Barwon Water. Similarly, Caitlan Hadfield from QUT has taken the skills she has learned at QUT HiQ Services and applied them across various roles within the university. And then there is Stephen Jones from Dulux Help & Advice, who found a way to help his customer, despite the odds being seemingly stacked against him. You can read Brooke, Caitlan and Steve’s stories below. 

CSBA congratulates the April-June 2022 Most Customer Focused Award winners

Caitlan Hadfield Queensland University of Technology 

Caitlan Hadfield commenced with QUT as an Indigenous Trainee with the Faculty of Business and has progressed since joining HiQ Service in 2017. She has worked in numerous roles in the Student Administration, IT, and Future Students areas. According to Sabina Stuart, HiQ’s Service Delivery Lead, “Caitlan has brilliant client service and staff supervision skills.” 

During challenging times in the education sector, Caitlan has supported transition arrangements throughout HiQ Service. As part of the Future student’s team, Caitlan made significant enhancements in the delivery and development of this service and assisted HiQ Service in embedding this new portfolio as part of the standard service delivery. 

Sabina says, “her consistent performance in CSBA standards and her professional approach to all enquiries, regardless of channel, along with championing our Advisor teams’ training and development have led to this nomination.” 

Caitlan is always keen to share ways she has found to improve her standards across the SenseCX measures. “She strongly advocates the CSBA standards and encourages all staff to improve their performance with quality assurance standards at HiQ. Caitlan will shortly have the opportunity to lead a team in an acting capacity, where she will be able to enhance her skills and support the CSBA standards by managing feedback for the wider team,” says Sabina. “The HiQ Leadership Team are fully supportive of this nomination.” And so are we! Congratulations, Caitlan! 

– The nomination was received from Sabina Stuart, Service Delivery Lead, HiQ Service 

Brooke Di Giandomenico – Barwon Water

According to Brendan Hanrahan, her CX Coach, Brooke is the epitome of an excellent customer service consultant in everything that she does. While her recent CSBA quality assessment scores are brilliant (90%, 92% and 97%) she does so much more for her customers. “Her attention to detail to make sure that every one of her customers gets her full attention and exemplary service is fantastic,” says Brendan.

Brooke has taken her knowledge of the SenseCX telephone assessment criteria and transferred her learning over to her live chat customers too. She has adapted her skills to this channel, where she applies her excellent clarifying and effective questioning techniques to offer her customers the most appropriate resolution, whilst keeping customers happy and engaged. Brendan says, “Brooke is a role model within our team on how she communicates with her customers.” Congratulations, Brooke, for this well-deserved recognition.

– The nomination was received from Brendan Hanrahan, CX Coach

Stephen Jones – Dulux Help & Advice




Imagine finding yourself mid-way through painting your driveway, running out of paint and then spending hours trying in vain to track down the product in the same colour in all the retailers within a three-hour radius. Out of desperation you might then call all the local tradies to see if they could help locate the product. This is exactly what a Dulux customer did before making one final call to the Dulux Help & Advice team.

He reached Steve and shared his predicament. Steve searched far and wide and was able to secure enough of the right product. It was shipped to the customer’s local hardware store for collection but unfortunately there was a mix up and the retailer sold the products to another customer.

That same day, Steve followed up to see if the customer had received the product and upon learning the outcome, Steve started his search again. He was able to find more of the dwindling supplies of the product and arranged to have them sent directly to the customer. The customer was so grateful for Steve’s efforts that he endeavoured to track down Steve’s manager, Kylie to pass on some glowing feedback.

Linda, Steve’s Team Leader, says “The customer was blown away with Steve’s commitment to helping him out. He said Steve called him six times over the week to let him know his progress. And he was sure Steve must have made multiple calls internally to secure the paint for him.” Linda goes on to say, “Congratulations, Steve, on providing exemplary customer service. You are what makes H&A special.” We agree! Kudos to Steve for going above and beyond for your customer.

– The nomination was received from Linda Balogh, Team Leader

Nominations are open for the July – September 2022 awards

We’re currently accepting nominations for the July- September 2022 CX Agent of the Quarter awards and encourage all of our clients to nominate agents and frontline staff whose work deserves to be celebrated.

The awards are about celebrating the members of your team who work to create better customer experiences and nominations can be based on a variety of different reasons including:

  • Excellence in the use of a specific SenseCX measure.
  • Consistent improvement in SenseCX assessment scores.
  • Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
  • Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
  • Embracing a new technique or behaviour to enhance the experience for customers.
  • Handling a complex enquiry really well.
  • Showing a genuine passion to improve a customer’s experience.
  • Transcending customer expectations – going above and beyond for a customer.
  • Finding the perfect balance between people and process for the good of a customer.
  • Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
  • Stepping up to report an issue that was impacting customer experience.
  • Finding a creative and/or innovative way to solve a customer’s problem.

To nominate a member, or members, of your team simply complete this nomination form.

Want to explore how CSBA can help you provide your customers with better experiences?