Celebrating the work of those on the front line of customer service
It’s personalised service that your customers remember.
Our quarterly award winners for the January to March 2023 period recognise the need to personalise each and every customer interaction. They see the need to recognise and adapt to the unique circumstances of each customer’s situation. It is for this commitment to their customers that Liam Morris and Rose Schafer from Barwon Water, and Kerrie Northey from Sydney Water Corporation have been recognised.
You can read Liam, Rose, and Kerrie’s stories below. Congratulations to you all!
CSBA congratulates the January-March 2023 Most Customer Focused Award winners.
Liam Morris – Barwon Water
Brendan Hanrahan, the CX coach at Barwon Water was quick to highlight that, “Liam is a very customer focused consultant and delivers exemplary service to all of his customers using a consistent process. This quarter has shown how Liam has embraced the revised SenseCX standards and achieved Excellent calls of 80%, 81%, 84% & 88%. In addition to helping his customers, Liam is one of the firsts to jump in and help those who ask for assistance.”
His customers support Brendan’s sentiment: “I spoke to Liam about an overcharge and gave him the proper meter reading number and he was just fantastic. He addressed it straight away. Explained that he would either adjust the bill to reflect the reading I had just given or to reflect the gap between the previous reading and what the current reading should have been.”
“Liam has been the most outstanding representative I have ever dealt with. He has gone above and beyond for everything today. He’s almost left me in tears, bless his heart. He’s an amazing human being and his knowledge of what to do in these really tough, trying times has been outstanding. Thank you, Liam, very, very much. You’ve made this old girl very happy today. Thank you.”
“Liam was very understanding and able to provide a solution. He has excellent communication skills and listened. He is an asset to your organisation. Don’t let him go, he will make an excellent manager.”
– The nomination was received from Brendan Hanrahan, CX Coach
Rose Schafer – Barwon Water
“Rose has been helping our customers for many years. She is still energetic, passionate and caring to help everyone that she talks to over the phone. Her professionalism and empathy make her a role model to our new consultants who benefit from seeing the personalised way that she follows the CSBA SenseCX standards and call flow”, reflects Barwon Water CX Coach, Brendan Hanrahan.
Brendan then goes on to highlight how all her calls are Excellent and has averaged a consistent 85% over the last 12 months. This quarter, she received scores of 84%, 85%, 89% and 97%.
He continued with “Some of our other consultants have struggled a bit with the new changes to the CSBA SenseCX standards during this quarter and Rose has stepped up to support the team. Her kind and compassionate approach to customer interactions means that she has been able to offered up to 15 different suggestions on how we could ask more Effective questions to enhance our customer enquiries and provide better solutions.”
Her customers also back this up, showing their appreciation by saying things like “Rose was a lovely person to have answer the phone. Friday afternoon, right near end of day. She was still bright, bubbly, happy, incredibly helpful and quite knowledgeable. Thank you.”; “The lady I spoke to, whose name was Rose, was very helpful and I really thank her for helping me get my problem solved. Thank you”; and “Rose, the lady that I spoke to was very beautiful, very helpful, very friendly. Yes, she was lovely. Thank you.”
– The nomination was received from Brendan Hanrahan, CX Coach
Kerrie Northey – Sydney Water Corporation
“Kerrie is an all-around customer service superstar,” exclaims Sydney Water Team Manager Nadine Milostnik. “She has a naturally positive and happy disposition, and this comes across on each and every one of her phone calls. She greets each customer in a positive manner and really takes the time to listen to their concerns, displaying sincere empathy and a genuine desire to assist them with their enquiry.”
Kerrie recently assisted a customer who received a restriction notice when they didn’t even know they had a bill. The customer was quite upset as the bill was for more than one period, so it was quite large. The customer made it clear that “We haven’t got that sort of money, we’re battling”. She disclosed that her partner was out of work and she has only has a minimal income. Kerrie immediately reassured the customer by stating ‘I certainly can assist you here, let me see how I can help.’
Kerrie used her amazing rapport building skills along with empathy to identify that the customer was distressed and genuinely struggling. Kerrie was able to utilise her proactive questioning skills to determine that the customer is in fact a pensioner and was eligible for a pension rebate from Sydney Water. Throughout the call Kerrie reassured customer that she would do what she could to assist her. Not only did she assist her with her Sydney Water account, but she also provided the customer with additional advice regarding discounts on council rates, etc. The customer was thrilled with this advice. Kerrie clearly explained how the rebate is processed and gave approximate figures to the customer so that she could know what to expect. She encouraged the customer to reach out if she needed additional time to pay after the rebates were applied.
Throughout the call Kerrie had numerous personalised moments and it was clear that she was genuinely invested in getting the best outcome to help this customer improve her situation. The customer ended the call by saying “I’m so thankful, what a Friday afternoon! Thanks so much – you’ve made my bloody weekend!”
Nadine continued to say, “This is just one of the numerous examples of exceptional customer service that Kerrie provides, she is constantly receiving compliments from our customers. She is also consistently one of our top scorers in her CSBA assessment results, generally in the 80% range. Kerrie not only provides exceptional customer service but also ensures that she is exceeding her KPIs. Kerrie is very mindful of the impact that meeting her KPIs has on her ability to service our customers. She constantly strives to excel in this area and has some of the best results within our centre. She also assists with buddying our new starters, imparting her strong customer service skills on them. Kerrie would be a very deserving recipient of this award.”
We think so, too. Congratulations Kerrie!
– The nomination was received from Nadine Milostnik, Team Manager
Nominations are open for the April – June 2023 awards
We’re currently accepting nominations for the April- June 2023 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.