November 2010

From the Managing Director

I wish I had a dollar for every time a senior executive says....

‘I spend a lot on Customer Service training for no improvement’.

Over the last few months I have had a number of senior executives say this to me when they see the results of their customer service performance.

The issue is that companies continuously send their staff to generic customer service training programs.  These programs are great as an introduction to the topic, there are also tax rebates that make it almost cost neutral.

Management say they cannot understand why customer service performance remains low after they have spent so much on training.

Why does this happen?

Keep reading HERE

Paul van Veenendaal

Every contact that is made is an opportunity to impress.

This contact could change the way you as a tertiary institution are seen by the public and your departmental staff. How do you know if you can improve your customer service and how you know what your customers are experiencing now?

CSBA is a proud sponsor ATEM (Association for Tertiary Education Management) since 2006. Our benchmarking program will run again in conjunction with the 2011 conferences.  The program benchmarks your institution against Australia’s top 30 tertiary institutions.  This year we are introducing our Customer Satisfaction Program to suit existing student service experience assessment.

A master class for the participants will once again be run on the day before the conference.

CSBA congratulates the following clients for their recent customer service awards achievements

CSIA -  Australian Service Excellence Awards 2010

National Division of a Large Business

Winner – BT Financial Group

Winner Australian Service Excellence Awards Best of the Best 2009/10

Winner – BT Financial Group

National Local Government

Highly Commended – City of Melville

ATA Awards 2010

Qld Contact Centre of the Year >120fte

Winner - A&G Insurance Holdings

Vic Call Centre < 50 fte

Winner - City of Melbourne

Team Leader of the Year

Winner - Debora Hartley, A&G Insurance Holdings

Centre Manager of the Year

Winner - Mark Deighton, A&G Insurance Holdings

CSBA Index

1 University of Western Sydney
2 Aurora Energy Business
3 Wannon Water
4 Wyong Shire Council
5 Médecins Sans Frontières Australia
6 Launceston City Council
7 Gold Coast City Council
8 Coliban Water
9 Gippsland Water
10 CARE Australia

To find out more about the top 10 click HERE

CSBA Christmas Closure
CSBA will be shut for the holiday period from close of business Thursday 23 December and reopening on Tuesday 4 January.

We wish you all a safe and  Merry Christmas.

Customer Service
Benchmarking Australia

PO Box 375
Collins Street West
Victoria, Australia 8007

Toll Free: 1800 358 081
T: + 61 3 9605 4900
F: + 61 3 9642 1741