CSC Newsletter April 2008
22/07/2008
CSC WATER CORPORATION BUS TOUR
The Customer Service Council invites you to join us on a special tour of the Water Corporation.
Join us for this full day tour of the Water Corporation starting at the Customer Centre in Balcatta, ending at the Operations Centre in Leederville.
Learn how much preparation goes into preparing 900,000 invoices ready to be sent out on the 1st July and how the Operations Centre works.
The Water Corporation’s Customer Centre is a previous winner of the CSC Best in the West Service Excellence Award and the ATA National Best of the Best award for a call centre. If you ever needed good organisational skills, business tips and patience, I’m sure you’ll pick up some tips from the friendly staff at the Water Corporation.
This tour is in addition to our Annual Bus Tour of the 2007 Service Excellence Award winners and we urge you to take up this unique opportunity to view Customer service at it’s best.
Numbers are strictly limited so please ensure that you book early in order to avoid disappointment.
Click here for more information and to see the itinerary for the tour.
2008 EVENTS CALENDAR
The CSC will be hosting a number of events in 2008 and the Events Calendar will be updated on a regular basis throughout the year.
Breakfast Functions will be held on the following dates:
• 8 July. Presenter and topic to be advised at a later date. • 12 August. Caroline Stevens will be presenting. More details available at a later date.
CSC invites you to join us for breakfast from 7.30am to learn more about these issues. More details will be provided as they become available.
Other upcoming events are scheduled for the following dates: • May – Bus Tour of the Water Corporation. Day Tour. Please note this is different to the Annual Bus Tour scheduled for June. • 10 June is the Bus Tour – this is an annual event. • 28 November – CSC Awards Dinner. This is also an annual event.
Click here to view the 2008 Events Calendar as it is updated throughout the year.
CSC - GET MOTIVATED
Part of good customer service is knowing how to motive yourself – and others. The Customer Service Council would therefore like to know what motivates you and encourages you to share your motivational sayings or stories with others.
My favourite quotes this month are the following:
“I am always ready to learn although I do not always like being taught.” – Winston Churchill
“Love takes off masks that we fear we cannot live without and know we cannot live within.” – James Baldwin
“Every really new idea looks crazy at first.” – Alfred North Whitehead
“Minds are like parachutes. They only function when they are open.” – Sir James Dewar
Send details of your favourite sayings or stories to csc@casm.com.au where a different saying or story will be printed in each newsletter.
EUROPEAN CONFERENCE – CUSTOMER MANAGEMENT
The European Conference on Customer Management in London from 12-15 May 2008. This 4-day event is the premier conference of its kind and will be packed with insights, inspiration and great case studies. I last attended this annual event back in 2002 and picked up some excellent information. 2008 speakers include Richard Branson, Ken Blanchard of ‘One Minute Manager’ and ‘Raving Fans’ fame, Steven Covey author of ‘The 7 Habits of Highly Effective People’ and ‘The Eighth Habit’ and senior representatives from Norwich Union, Marks and Spencer, John Lewis, Build A Bear Workshop, Credit Suisse, The Geek Squad and Hilton Hotels to name a few. For more information, go to http://www.ecmw.co.uk
Should you be planning on attending the conference, please contact Jurek Leon who would like to catch up during the conference and compare notes. Jurek’s details are as follows:
Jurek Leon Terrific Trading PO Box 44 Willetton 6955 Western Australia Phone: +61 8 9312 1075 Email: info@terrifictrading.com Web: www.terrifictrading.com
MEMBERSHIP BENEFITS
Members have access to a range of benefits through their Camwise Member Benefits Program click on the link to be taken to the website and browse the benefits available to you this month. http://www.memberbenefits.com.au/Benefit/Camwise/index.html For more information contact your Camwise Member Benefits Representative for more details and to join. Visit your Camwise Member Benefits Website Lifestyle Section for more information, to browse the fantastic range of experiences and to find out how to obtain your discount.
^Terms and conditions apply to all Benefits.
Camwise Member Benefits Representative Tel: 1300 133 365
Email: camwise@memberbenefits.com.au WWW: Camwise Member Benefits Website
PUBLICATIONS THAT CAN HELP YOUR BUSINESS
The following publications may be useful to your business:
Terrific Tips is the client newsletter for Terrific Trading and can be delivered to your desktop free each month. This newsletter has been created by Jurek Leon and is specifically geared towards great customer service. Click here for more information on how you can join Terrific Trading.
CEO Online: http://www.ceoonline.com
CEO Online is a 24/7 global centre of learning, with an expansive research library, providing the latest in management development and thought leadership from around the world. Launched in November 2000, CEO Online has been developed in association with The CEO Institute and the International Institute of Directors and Managers to provide business leaders and managers with an efficient and cost effective way of staying abreast of current information, solutions and bottom line business benefits.
Not For Profit News: subscribe@nfpn.com.au.
The Not-For-Profit-News email bulletin is published by the Not-For-Profit Network (NFPN). The purpose of this email bulletin is to showcase resources available on the web as well as highlight information relevant to the not-for-profit sector. This email bulletin is designed to complement Not-For-Profit Management magazine which is also published by NFPN. NFPN is a for-profit organisation with a vision of a strong, vibrant and sustainable nonprofit sector in Australia and New Zealand. We are working towards fulfillment of this vision through providing specialist resources, training and advice to the broader nonprofit sector. Subscribe – To subscribe to this free email bulletin please email subscribe@nfpn.com.au. If you would also like to subscribe to Not-For-Profit Management magazine or our SubscriberPlus program please click here to download details.
John Tschohl Newsletter: http://www.customer-service.com/freenewsletter.aspx
John Tschohl, a customer service strategist, has been instructing and motivating employees, managers, supervisors and company CEO’s for 38 years. For the last 28 years he has solely focused on helping organizations drive a service culture with his customer service seminars and develop a team of employees providing superior services. His message will help you learn how to keep your customers in an era of global merciless change and reinvent your company at a level of processes, policies, attitudes and business philosophy in order to deliver uinlimited value and extraordinary service. He will help you develop a detailed and aggressive strategy to keep your customers and prevent them from defecting to your competition.
Cultural Intelligence: Cultural Intelligence is a newsletter designed by Steve Simpson, who spoke at our breakfast in March You can access the newsletter by clicking on the UGRs web site here or at the Keystone web site here.
JOKE OF THE MONTH
Three women die together in an accident and go to heaven. When they get there, St. Peter says, “We only have one rule here in heaven: don’t step on the ducks!” So they enter heaven, and sure enough, there are ducks all over the place. It is almost impossible not to step on a duck, and although they try their best to avoid them, the first woman accidentally steps on one. Along comes St. Peter with the ugliest man she ever saw. St. Peter chains them together and says, “Your punishment for stepping on a duck is to spend eternity chained to this ugly man!” The next day, the second woman accidentally steps on a duck and along comes St. Peter, who doesn’t miss a thing. With him is another extremely ugly man. He chains them together with the same admonishment as for the first woman. The third woman has observed all this and, not wanting to be chained for all eternity to an ugly man, is very, VERY careful where she steps. She manages to go months without stepping on any ducks, but one day St. Peter comes up to her with the most handsome man she has ever laid eyes on … very tall, long eyelashes, muscular, and thin. St. Peter chains them together without saying a word. The happy woman says, “I wonder what I did to deserve being chained to you for all of eternity?” The guy says, “I don’t know about you, but I stepped on a duck!”
Send your favourite joke to csc@casm.com.au where a different saying or story will be printed in each newsletter.
MEMBERSHIP APPLICATION
If you know of anyone who you think would be interested in membership of the Council please feel free to forward this email to them.
Click here for more information and to download the membership application form.
FEEDBACK
Your feedback is welcome. If you would like to provide feedback or constructive criticism on the CSC or have information you would like to be included in the newsletter, please forward an email to csc@casm.com.au or to the Chairperson, Peter Ormond peter.ormond@landgate.wa.gov.au