Q&A with St.George Bank Limited - Customer Service Institute of ...

Customer Service Management/Certified
Customer Service Manager (Level I) Course,
an organisation would receive funding for
a comprehensive and integrated program
of customer service training
for managers, team
leaders, supervisors,
contact centre and
frontline customer facing
staff worth $240,000.
* see eligibility criteria in panel
With so many organisations understanding
the need to deliver on their customer service
promises, CSIA believes this suite of
programs will provide the tools required to
enable them to meet increasing customer
expectations for higher service standards.
“Over the last 10 years the CSIA has
demonstrated it has the experience,
capabilities and resources to assist in the
preparation and implementation of these
accredited training programs, and is pleased
to offer its services and advice to assist
all types of organisations in a variety of
industries to improve the service
competencies of their teams.
“In this employment market all leading
organisations are seeking to provide
professional development for new and existing
staff. Such an investment in people would
really be an investment in service excellence
that would see dramatically improved
retention of customer service personnel
leading to greater customer advocacy and of
course, customer retention as well. The 100%
funding is too good an opportunity for our
leading companies to miss!’ Whitford says.
The funded Customer Service Training covers
new and existing management, team leaders,
contact centre (if applicable) and frontline
employees. The programs cover all
components of effective customer service
management, supervision and delivery:
(i). Course outcomes for Customer Service
Leaders — Managers and Supervisors:
u Understand the strategic value of a
customer service philosophy for business
growth and attaining service excellence
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA
9