May 2014

A Message from CSBA's Managing Director

The CSBA team has recently invested considerable effort into enhancing our reporting to add more value for clients through more concise and actionable reporting formats.

CSBA’s new reporting style provides our clients with key headlines on their customer service performance and clear direction on how to improve the customer service experience. If you would like to find out more about the new look reporting, please feel free to contact us.

Following strong interest from the sector at the National Housing Conference in Adelaide late last year, we have added the Housing Provider Sector to CSBA’s ongoing customer service benchmarking program. All Australian Housing Providers are welcome to participate in this program to gain independent measurement and benchmarking of customer service, and actionable recommendations for improvements.

Finally, welcome to Pier Dartnell who joins the Consultant team at CSBA. Pier has excellent skills and experience in developing and delivering successful customer service and sales change management programs in the contact centre industry. She will complement the existing team of highly skilled consultants at CSBA.

International Trends in Customer Service

Earlier this year I attended the Next Generation conference in San Diego. It was a very informative conference and gave me a great insight into the international trends in the development of customer service improvement programs.

Three highlights for me are:

  • The Focus on Employee Engagement: Just about everyone I spoke to discussed the need to get better employee engagement, ie. to get employees passionate about your business and your customers. Employees engagement will never be consistently greater than Customer Satisfaction. Some companies are really getting it right.  Ford and Disney are standouts.
  • The Range of Technology Solutions: There are a lot of companies providing the latest and greatest technology solutions.  Wonderful examples of reporting were everywhere.  However, on further discussion there is still an issue around designing quality surveys that align with business improvement.  Some of the questionnaires used were poorly designed which leads to poor information and distancing your customer. The experience that CSBA has in designing quality surveys certainly provides a competitive edge.
  • The Focus on Customer Journey Mapping: If you have not heard, there is a lot of talk about Customer Journey mapping. This is all about being very clear as to the journey your customer makes when they interact with your business. There are good examples everywhere, but companies like Amazon and Google really typify best practice in this area. CSBA has been doing a lot of Journey Mapping for a range of clients in the last year and it was good to see we are on track with this trend.

CSBA 2014 Excellence in Tertiary Telephone Customer Service Awards

Congratulations to the 2014 Award winners announced at the recent ATEM SSC Conference held in Auckland on 7–9 May, 2014.

Best University University of Canterbury
Best TAFE Kangan Institute
Best Group of 8 University
The University of Adelaide
Best Faculty The University of Adelaide, Faculty of the Professions



1 Wannon Water
2 University of Adelaide
3 North Coast TAFE
4 University of Queensland
5 Southern Rural Water
6 GWM Water
7 Gladstone Regional Council
8 City of Yarra
9 Care Australia
10 Colonial First State Super
North East Water


1 Aid Organisations: CARE Australia
2 Banks – General: ANZ
3 Banks – Loans: Commonwealth Bank Home Loans
4 Energy: Actew AGL
5 Housing: Compass Housing NSW
6 Insurance: AAMI
8 Local Government: Gladstone Regional Council
9 Motor Manufacturing: Holden & Mazda
10 Superannuation: Colonial First State Super
11 TAFE: North Coast TAFE
12 Telecommunication: Optus Mobile
13 Tenancy Authorities: QLD Residential Tenancy Authority
14 Universities: University of Adelaide
15 Water: Wannon Water

Upcoming Events

28 MAY 2014
Customer Service Training (Hobart)
5 JUNE 2014
LGMA WA & CSBA Maintaining Customer Service through Local Government Reform (Perth)
19 JUNE 2014
Customer Service Training (Rockhampton)
19 JUNE 2014
Annual Customer Service Forum (Hobart)