CSC Newsletter June/July 2008
22/07/2008
2008 CUSTOMER SERVICE COUNCIL SERVICE FOR EXCELLENCE AWARDS
HAVE YOU REGISTERED FOR THE 2008 CUSTOMER SERVICE FOR EXCELLENCE AWARDS? DON’T MISS OUT! REGISTER TODAY!
The Awards are back!
The Customer Service Council would like to extend to you and your team the following invitation for consideration.
The Customer Service Council is currently welcoming submissions from prospective award winning organisations to the 2008 Customer Service Council Excellence Awards.
INTRODUCTION
The Customer Service Council was formed in June 2001 to promote service excellence and recognise service achievements.
The Awards Program will enable your organisation to strive towards the highest standards of service, gain public recognition for your achievements and celebrate the success of your team.
The program is designed to be both affordable and practical in the application and judging processes. It is suited to both large and small organisations. Entry is open to public and private companies, local government, public sector agencies as well as not-for-profit organisations.
ORGANISATIONAL AWARDS
The four categories for entry are:
Ø Small Business between 3 and 20 team members
Ø Medium Business between 21 and 50 team members
Ø Large Business more than 50 team members
Ø Branch/Division/Franchise of a large organization
An additional Award will be chosen from across all categories for outstanding achievement in customer service.
The “Best In the West” Award will be decided by the Judging Panel.
INDIVIDUAL AWARD
The Council also presents the Annual Wendy Middleton Award for Service Excellence by an individual. This Award is kindly sponsored by Louise Middleton.
PROGRAM TIMETABLE
Ø Entry Submissions Due 31 October 2008
Ø Finalist Presentations and Mystery Shopping completed 10 November 2008
Ø Awards Dinner. Novotel Langley Perth Hotel 28 November 2008
For additional information please feel free to contact Louise Middleton on 08 9427 0808 or visit our website www.cscwa.org.au.
The awards judging committee look forward to receiving your expression of interest and to forwarding to you a very simple template to be completed and returned for consideration as a finalist for the Customer Service Excellence Annual Awards.
Please ensure when submitting your application for the Awards that supporting evidence is provided to allow our Judging panel to make an informed decision on your submission.
GOOD LUCK TO YOU AND YOUR TEAM! The Customer Service Awards are a wonderful opportunity to acknowledge the contribution and achievement of your precious asset – your people.
For more information on the Awards, or to download an Awards template, please click here.
Please feel free to pass this information to anyone you believe may be interested in entering the Awards. Anyone can enter the Awards, but please note that the nominee must be a member of the Customer Service Council to be eligible.
ANNUAL AWARD WINNERS BUS TOUR
The Customer Service Council held their annual Awards Winners Bus Tour on the 10th June which was followed by a Sundowner at the Brisbane Hotel.
The Customer Service Council would like to thank the following and companies for graciously allowing us to visit their premises and for offering to share the secrets of their successes with us:
Ben Oxford and team, Silver Chain
Elizabeth Woodford and team, McKesson Asia-Pacific Pty Ltd Tour
Faye Winters, Jill Munyard, Terry Barnes and teams from St John of God Hospital, Murdoch
Grant Itzstein and team, Health Corporate Network Tour
The tour was deemed to be a great success by all who attended.
Some photo’s from the tour are now available on the website. The rest of the photo’s will be available in early July as I am currently waiting for a new program to arrive and be installed.
GREAT CUSTOMER SERVICE
It is always nice to hear stories about good customer service – and in this day and age with lifestyles and stress levels being what they are, it’s not always easy to find (or give!) genuinely great customer service….and yet it is the little things we do or say that makes such a big difference to the way customers perceive our services.
Further to our story last month about great service at the Sheraton, we have had several emails outlining great customer service. We thank you for your contributions and advise that all people nominated for great customer service will be recognised in our monthly newsletter and will be provided with a certificate of recognition, so keep the stories rolling in!
Need a new vacuum cleaner? Or perhaps your old one requires repairs? Why not pop in and see Kyle Woonings from Godfreys in Cannington? Kyle recently went out of his way after hours to provide great service to a client who was unable to pick up her vacuum cleaner from the shop, so Kyle dropped it to her on his way home. Rare service indeed these days. Congratulations Kyle!
Renovating your house and need some new lights? Pop in and see Yvonne Ponds and the team at Vogue Lighting in Mandurah who have also been recognised by an anonymous client for great customer service.
Do you have a story about good (or bad) customer service that you have received? We’d love to hear it! Send your stories to cathy@casm.com.au
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. Cancelled.
· 12 August. Jurek Leon from Terrific Trading will be presenting at the breakfast and will be presenting information gleaned from the recently held European Customer Management World Conference which included a one day ‘Customer Experience’ Summit and a one-day ‘Customer Experience’ workshop.
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:
· 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.
CEO ONLINE – STORIES OF INTEREST THAT COULD HELP YOUR BUSINESS
Expert Talk is a constantly growing library of articles from CEO Online’s world-wide network of experts from Business Schools and the private sector. Browse through 17 article categories to develop new business ideas, upgrade your business and life skills and keep up-to-date with the latest issues. Each week many new articles are published, with the feature articles listed being updated fortnightly.
Below is a selection of stories listed on the website this week. If you would like to subscribe to CEO online, please see section 7.
Goal Getting
Here are six questions you need to ask yourself, before your goal can be set in motion, that will ensure success.
Social Media Marketing
Social media marketing (SMM) is a rapidly expanding marketplace. As a small business owner, one of your greatest assets is your expertise, and SMM enables you to share that with people.
Prospecting For New Business
If you are in business, then you are in sales, and one of the real keys to success in any business is having enough customers to make your business successful.
Six Steps To Becoming A Good Manager
Typically, no one is trained to be a manager. We have to learn how to manage people on the fly after being promoted into the position. Here are six steps to follow to make sure that you become a leader that others will remember.
Finders Keepers – Losers Weepers
How to attract, retain and develop your talent. A must read for all leaders and managers – if you want to keep your best people away from the head-hunters and weekend papers!
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:
“The best teacher is the one who suggests rather than dogmatizes, and inspires his listener with the wish to teach himself.” – Edward G. Bulwer-Lytton
“If the creator had a purpose in equipping us with a neck, he surely meant us to stick it out.” – Arthur Koestler
“The bravest are surely those who have the clearest vision of what is before them, glory and danger alike, and yet notwithstanding, go out and meet it.” – Thucydides
“Real difficulties can be overcome; it is only the imaginary ones that are unconquerable.” – Theodore N. Vail
“The individual who know the score about life sees difficulties as opportunities.” – Norman Vincent Peale
“There are two ways of meeting difficulties: you alter the difficulties, or you alter yourself to meet them.” – Phyllis Bottome
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.
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: 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.
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