EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

COVER STORY
REGULARS
!"#$%#$&
Letter from the Editor..................................5
News..................................................6
Icebreakers........................................10
Development......................................15
Book Review............................................24
Editor!s Challenge....................................28
Sue Sdregas knows a thing
or two when it comes to
implementing processes
and structures that create a
customer focused culture.
Optus has followed her lead
in becoming an army of “yes.”
Shhhhhhhh!.....................26
Secret shopper Lauren
Matthews is on the prowl.
YES MISS..........................12
PROFILE: MATT SMITH.................................23
He knows the challenges. He takes them in
his stride. Smith talks candidly about his rise to
become Director of HP!s Global Service Desk for
uations and the employee type he values most.
THE HAPPIEST PLACE ON EARTH 18
One man was present when the merriest place on Earth discovered
of Disney inc.
!!April 2011 "#$"%%"&$"!!! 6