No images? Click here Just one month to go ... Nominations for the 2021 Australian Service Excellence Awards (ASEAs) close at 5pm on Monday, May 31st, 2021. This is the twenty-first year that CSIA is facilitating the Awards which have grown to become one of Australia's premier business awards programs. The ASEAs recognise service excellence by both organisations and individuals across 16 categories, with the highest scoring organisation awarded the annual Best of the Best Award. If you're considering a 2021 nomination and need more information or would like to discuss your submission - we encourage you to contact our Awards team:
2021 Finalists will be announced in the June edition of FOCUS magazine. The new version of the Complaints Handling Framework is here CSIA is delighted to announce the release of the new version of the Complaints Handling Framework (CSIA-CHF: 2025) Over the past 12 months our team has facilitated a comprehensive review and revision of the framework resulting in this new version which features a redefined approach to understanding and applying the framework. Effective complaints handling is one of the cornerstones of a customer-centric organisation – it’s critical that an organisation, no matter its size or sector, successfully addresses and resolves its customers’ complaints when they arise and learns from the experience. The CSIA Complaint Handling Framework (CSIA-CHF:2025) is structured around multiple tenets of a customer-centric philosophy:
The framework is aligned to the AS ISO 10002-2018 and the AS/NZS ISO 10002:2014 standards and is structured around three layers of business processes: foundations; systems and outputs. This updated version of the framework will support any organisation to achieve best practice management of complaints and customer feedback. Can't see the customer for the data? Customer Data Platforms are being widely adopted as much for their ability to improve customer satisfaction as their capacity to boost sales by enabling an organisation to deliver highly personalised customer experiences. In the latest FOCUS magazine, Tony Rambaut from UniFida Australia talks about the benefits of using Customer Data Platforms to enhance the customer experience. Your chance to join the ASEAs judging panel The Australian Service Excellence Awards (ASEAs) is our nation's premier customer service awards program, recognising best practice, innovation and high performance by customer service leaders and teams from around the country and are a recognised symbol of both personal and professional excellence. The ASEAs program is underpinned by a robust judging process and each year CSIA invites our members to apply to join the judging panel. In 2020 CSIA engaged nearly 40 judges across all categories and this year we are hoping to provide even more opportunities for our community to be involved in the awards program. Guest Judges are recognised for their contribution to the ASEAs with a complimentary ticket to the ASEAs Gala Presentation Dinner and are eligible to display the ASEAs Guest Judge Trustmark. If you are a CSIA member and would like to apply to join the panel for 2021 please apply today or email awards@csia.com.au for more information Join our next ICSS Webinar CSIA is very pleased to announced our next International Customer Service Standard (ICSS) webinar on Wednesday, August 04, 2021. Join CSIA's lead ICSS Assessor, Steven Brett and Executive Director, Jeremy Larkins to learn how ICSS can be applied to any organisation to measure customer focus and to understand how the organisation can drive customers performance and organisation success.
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