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

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u grow the business u enjoy working with your customers, in fact, building long term relationships with them which encourages customers to spread positive ‘word of mouth’ advocacy leading to increased referrals. The CSIA’s Customer Service Excellence Training Programs consist of face to face instructed sessions (two days for management and one day for contact centre and frontline). Each aspect of the course focuses on achieving specific objectives through classroom exercises and are enhanced through each participant continuing their learning after the training via ongoing recommended readings and activities. Students that complete the CSIA Accredited and Nationally Recognised courses receive certificates recognising their achievement in attaining the qualification. “Customer service competency is increasingly becoming a vital business issue as organisations realise the benefits of an integrated, strategic customer service management system for providing effective customer support. Just as other professions such as accounting and HR have professional qualifications eg. Certified Practicing Accountant (CPA), professionals working within customerfocused businesses, or those managing their organisation’s customer service function, need to have professional qualifications making sure they keep informed about the latest techniques and experiences,” concludes Whitford For more information on these programs and how to move to a new stage in your development as a customer service focused organisation. Please contact CSIA’s executive director, Brett Whitford on 02 9386 4477, everyone here at CSIA look forward to working with you, and will be happy to provide further information should you require it. CUSTOMER SERVICE EXCELLENCE THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA 11
*Terms and Conditions based on the Eligibility Guide for Government Incentives The CSIA have developed the Certified Customer Service Manager (Level 1) Course/Certificate IV in Business for Customer Service Management to be conducted over 2 days of lectures and activities. During this time the bulk of the course workbook is completed. The remainder of the electronic workbook and assessment must be completed within 24 months of commencement but most students will complete the course and assessment early. The majority of the course is completed in the 2 days of class room time with the rest of the program including readings completed by the student at work or at home. The CSIA and its Government appointed ACC and RTO partners will manage every aspect of the administration and approval process; deliver the training, certification and arrange reimbursement. This will further reduce the administrative requirements of your organisation to manage the funding process. There are two categories of Federal Government incentives, New Employees and Existing Employees. Employers receive the $4,000 incentive payment for both eligible New Employees and eligible Existing Employees. Payment is made in two parts: u Employers will be eligible for up to $4,000.00 in Government Incentive payments for each eligible candidate*. This Government Incentive payment is paid as follows:- – The Commencement Payment of $1,500.00 is paid to the employer 3 months after the enrolment application is made and the course is commenced. – The Completion Payment of $2,500.00 can be paid to the employer approximately 10 months after the first payment is made and is only payable if the employee has completed the Course and is still employed. Availability of the qualification that government funding may be applicable. Candidates can come from across Australia and the program will be delivered in each state but candidates which are existing employees in Western Australia, Victoria and Northern Territory are not considered eligible candidates for funding. New employees (employed for less than 3 months) which meet the other criteria are eligible in all states and territories except Western Australia. *Eligible candidates To be considered an Eligible Candidate for Government incentive funding the candidate must complete a PRE- ASSESSMENT OF INCENTIVE ELIGIBILITY form and be interviewed by the Government appointed ACC. Depending on the candidates’ fit with the criteria and individual circumstances, the ACC will notify the Organisation and CSIA of the eligibility for the Government incentive payments. Below is a guide only for eligibility for Australian Government Incentives. Final assessment of eligibility will be determined after finalisation & approval of the Training Contract. To be considered eligible as a New Employee: u At the time they start the course the employee has been employed with your organisation less than 3 months full time or less than 12 months part time or casual. u Australian Citizen/New Zealand Passport Holder/ Permanent Resident u Not currently undertaking any other form of study in the Business Training Package. u Has not received more than one other Commencement Payment u Has not completed a higher than Certificate II qualification. Candidates may still be eligible if they have completed a Certificate III or IV over 7 years ago. (Please note: Qualifications completed in the two years immediately after finishing high school do not affect eligibility). u A candidate may still be considered ‘eligible’ if the qualification previously awarded is in an unrelated discipline. The ACC will ascertain this relevance of an existing qualification and provide guidance during the interview. To be considered eligible as an Existing Employee: u At the time they start the course the employee has been employed with your organisation more than 3 months full time or more than 12 months part time or casual. u Australian Citizen/New Zealand Passport Holder/ Permanent Resident u Not currently undertaking any other form of study in the Business Training Package. u Has not received more than one other Commencement Payment u Has not completed a higher than Certificate II qualification. Candidates may still be eligible if they have completed a Certificate III or IV over 7 years ago. (Please note: Qualifications completed in the two years immediately after finishing high school do not affect eligibility). u A candidate may still be considered ‘eligible’ if the qualification previously awarded is in an unrelated discipline. The ACC will ascertain this relevance of an existing qualification and provide guidance during the interview. Other government funded initiatives can also apply. For more details contact CSIA. CUSTOMER SERVICE EXCELLENCE THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA 12
Page 1 and 2: customer service excellence The Off
Page 3 and 4: St.George Bank Limited Antoine Casg
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Page 9 and 10: New 100% Government Funding for CSI
Page 11: u Develop and assess the success of
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Page 17 and 18: Winning back lost custom and reputa
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Page 23 and 24: leading measures are measures that
Page 25 and 26: A Key Tool in CSIA’s Methodology
Page 27 and 28: Many times projects actually report
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