EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

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As recently as April this year Optus launched a commercial pilot of femtocell technology, a small cellular base station designed for use in a home or small business, with an aim to boost its 3G network. The device will plug into a customer’s fixed internet connection and will allow customers to make calls or access the internet within a 30 metre radius. It is, at a cost to the customer, an answer to traditionally weaker indoor signals. Although femtocell is not a new technology, it was Optus that introduced it to Australian shores. Despite this leap in innovation Optus fell under the weight of public opinion. Some were willing to bury Optus under a barrage of complaints, claiming Optus was “profiteering, overcharging and compensating for poor coverage.” Others have called attention to the fact that the towers are a “saviour and a positive solution to 3G coverage in a very real and immediate way, as opposed to months or years-long tower rollouts.” Sdregas, aware of the level of scrutiny innovation can bring, assures Excellence that every complaint and compliment is highly monitored and taken into account. “We give our customers a choice and listen to their needs. With that comes risk. We receive the news, good or bad. What differentiates us from the market is the ability to use the bad to create good solutions,” Sdregas said. She is aware of the twitter accounts dedicated to tarnishing the Brand and accusations of third world coverage. She is also aware of the many groups appointed to praise the services of Optus. The telco’s answer to all this was to open all doors to communication and embrace the social media revolution.The ‘Yes’ mentality at Optus is now branching out to offer Optus customers even further channels of communication which will incorporate social media platforms. “Social media is a very dynamic way of having a different type of dialogue with our customers. Our customers want more control and choice and we believe passionately in giving them that choice,” Sdregas said. Quality over Quantity Optus, as the second largest telco in Australia, has strong aspirations to become the leaders in customer service excellence by increasing availability and simplifying information for it’s customers. “For any large organisation sharing information is always going to be the greatest challenge. We will be focusing on finding the right information and presenting it in the right way and, most importantly, finding the seeds for opportunity and change,” she said. As an end note Sdregas ends with a lesson to Peyton Reed on the ‘yes’ mentality. “It is about staying true to who we are as a brand and, more importantly, what our people want us to be. It’s in our DNA and part of our identity. It’s the right thing to do and something we are very passionate about.” If only Carl Allen, that unfortunate bank employee, knew the dedication and service excellence required to say ‘yes.’ 'X "#$"%%"&$"!!!!!April 2011 Ready to answer all. Sue Sdregas during the interview.
-%3%'"0+%#$ B+I!*+!P1Q"!1! Y-"1*!A/-)*!>,7-"))/+& By Nina Jamal and Judith Lindenberger The Relationship Between Image and How You Are Perceived Since light travels faster than sound, you are seen before you are heard. This is why, before even uttering a word your visual image will say a multitude about you as an individual; Your perceived level of intelligence, Competence, Affability, Self-esteem, Power, Beliefs and Success. you represent; its philosophy, culture, and standard of service. You constantly send out silent messages providing clues to both existing and potential clients and colleagues. Based on these clues they take their cues to either consider you for a job or promotion, buying your organisation’s products and services... The National Research Council of Canada’s Caroline Dunn and Lucette Charette found that People are affected by your appearance, whether or not they realise it, and whether or not they think appearance is important. In short, your visual presentation has consequences. assessing people,” states Kathryn Ricker, 30, Statistician, Educational Testing Service, Princeton, New Jersey. “One of the concepts we talk about is known as the ‘halo effect.’ That means that if we know certain positive things about a person, we tend to have a generally positive impression of that person, sometimes even in spite of evidence to the contrary. What I’m realising is that the halo effect also extends to a person’s appearance. If that is the case, why not always have your halo looking its shiniest” she said. The Relationship Between Appearance and Interview Success Employers are severely irritated by inappropriate dress, mumbling and even poor handshakes by job applicants during interviews. A recent study, conducted by an asked businesses in the United Kingdom what interview habit they found most annoying and found that over a quarter were upset by unsuitable clothing or appearance. Pamela Monticelli, 50, Senior Recruiter for Sovereign Bank in Tom’s River, New Jersey, industry, which tends to be a more conservative environment, what a lot of the younger people don’t understand is that we are looking for someone to represent the company,” she said. Meghan Meyer, 31, Human Resources Manager for The Mercadien Group in Princeton, New Jersey believes a comprehensive and well designed resume will get you to the phone screening process. “An articulate person, who speaks sets, will land an interview. But it is how you are perceived during the !!April 2011 "#$"%%"&$"!!! '5
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EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

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