August 2012

This edition of the newsletter features:

  • Return on investment in customer service
  • The launch of CSBA consulting
  • How independant consumer watchdog

Choice is putting their customers first,

  • Release of our latest report on service in the airline industry, and congratulations to Housing NSW on nomination for a Prime Ministers's Award for a Customer Service Benchmarking Project.

Paul van Veenendaal

Show Me the Money!

Clients and non-clients almost invariably say they want to improve the customer service level of their particular business. It’s almost a given…but, and again almostinvariably, they also want to see a dollar return for their investment. So, I am often asked to explain the benefits in economic terms.

 Launch of CSBA Consulting

Over the years, in response to client demand, CSBA has developed a strong team that undertakes consulting and training work.  Following increased demand for the team’s services, we have decided to launch it as a separate business.  The Consulting team now comprises Robyn Reilly, Pat Heaslip, Allison Collier, Darryl Fletcher, Janine Mitchell and Di Davies.  All CSBA Consultants have a wealth of experience in Customer Service and in particular, the training of management, team leaders and frontline staff.

Choice on Customer Service

Last month I had the opportunity to present to the International Customer Service Professionals (ICSP) breakfasts. They were enjoyable and informative events. One of the Key Speakers was Nick Stace, CEO of Choice. Nick addressed the issue of “How does a consumer organisation put its customers first?” It was an excellent paper and Nick has kindly provided a copy of the presentation.

Which Airline Provides the Best Telephone Customer Service?

CSBA recently surveyed major companies in the Airline industry, and have released an industry report based on these results.

This survey involved making a sample of “mystery shopping” calls to the listed customer service lines in the Airline industry for Virgin Australia, Air New Zealand, Emirates, Jetstar, Qantas and Singapore Airlines.

Housing NSW Customer Service Benchmarking Award Nominiation

Congratulations to Housing NSW for being nominated for the prestigious 2011 Prime Minister's Award for independent customer benchmarking assessments conducted by CSBA.

Top 10 Customer Service Providers this Quarter

1 Medecins Sans Frontieres Australia
1 Honda Motorcycles
3 City of Greater Geelong
4 Care Australia
5 Australian Pensioners Insurance Agency
5 I-Select
5 Adelaide University
8 University of the SunshineCoast
8 University of Western Australia
10 Rural City of Whangaratta