March 2009

Welcome to the March edition of our newsletter.  At CSBA it has been a busy start to the year, we have experienced some internal changes and are involved in some exciting projects.  We have some articles that we hope will help you continue to improve the service experience from your organisation.

Kind regards,

Paul van Veenendaal
Managing Director

BE CONFIDENT YOUR CUSTOMERS’ EXPERIENCE IS THE BEST

One of the biggest issues with contact centres is making sure that the customer service experience is consistently the best. Internal quality assurance programs are fine but in today’s world you cannot let one call be a poor experience. Find out how a number of CSBA customers are tackling this big issue.

TERTIARY SECTOR GETS SET TO BENCHMARK CUSTOMER SERVICE

Tertiary institutions are often daunted by the prospect of developing and implementing a customer service improvement program, especially when they have no guiding framework to work from. CSBA has designed a program that has been specifically tailored to help the tertiary sector improve their customer service. To hear how we can help you meet your customer service needs.

OUR TEAM EXPANDS AS OUR BUSINESS GROWS

CSBA introduces our latest staff members, ensuring we are primed to meet the growing demand for our services. Learn how the addition of Richard, Miguel, Felicity and Estephanie will ensure CSBA continues to provide leading edge skills to deliver superior customer service for our clients and their organisations.

At CSBA we are passionate about customer service, yours and ours! In each newsletter we look at ways in which organisations can understand, measure and improve their customer service. If you are interested in talking to us about any of the services we offer and describe in the attached, please call or contact us to A key product is our unique methodology for monitoring the performance of contact centres using mystery shopping and we regularly measure and benchmark more than 150 Australian companies using this technique.

For more information on the CSBA Quarterly Benchmark Survey, the articles and other services offered by CSBA, please contact:

Paul van Veenendaal
info@csba.com.au
Ph: 03 9605 4900