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

u Develop and assess the success of a
Customer Service Management System
including the International Customer Service
Standard and Certification Trustmark Program
u Display Service Leadership
u Manage Service Personnel
u Understand and Develop Service
Infrastructure and Technology
u Effectively Utilise Customer Service
Measurement Systems and Tools
u Ensure Integration and Operationalisation
of a world class customer service
management system
(ii). Course outcomes for Contact Centre
and Frontline staff:
u Improve internal and external customer
service & communications
u Develop interpersonal service skills
u Enhance telephone skills and etiquette
u Superior customer service skills
u Understand Customers and their
personality styles
u Managing challenging customers
u Conflict management and resolution
u Customer focussed email and verbal
communication styles
u First call resolution, ownership &
empowerment
u Managing Complaints
u Choosing your attitude
The training will be carried out by accredited
CSIA trainers in all states. Each of the
courses listed above can be customised to
take into account each organisation’s unique
requirements.
The approved CSIA courses have been
designed by some of Australia’s leading
customer service thought-leaders in
consultation with Chief Customer Officers
and senior executives from Australian Service
Excellence Award winning organisations.
The purpose of the programs are to train
managers and frontline staff to deliver
customer service excellence as part of the
efforts to improve customer service and
increase customer advocacy.
In return for a government reimbursed training
investment, CSIA will deliver companies with
managers and employees who are:
u more innovative
u more efficient
u save the organisation money by
understanding the Cost of Bad Service TM
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA
10