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

St.George
Bank Limited
Antoine Casgrain, General Manager
of Customer Contact Centres for
St.George Bank, and Paul Fegan,
CEO of St.George Bank
Q
Briefly describe your position
and role in the company.
My position is St.George General Manager
Customer Contact Centre (CCC), I am
responsible for the Staff, Customer &
Financial results of St.George Bank’s multisite
Contact Centre. My role is to guide &
develop a team of six business managers
to achieve these outcomes.
Q
What training and development
programs exist to drive
development in Customer Service
at all levels of the organisation
All our training initiatives must support our
vision to become the ‘most respected service
organisation in Australia’. The Contact
Centre’s overarching goal is to achieve formal
accreditation from the Customer Service
Institute of Australia (CSIA) within 18 months.
All our day to day training initiatives feed
nicely in the organisation’s vision and the
CCC’s objectives:
‘e-Luminate’ Online Training Courses are
mandatory for all staff members, the first
being Customer Service Fundamentals, which
provides a broad understanding of “Our
Roadmap” and the St.George Customer
Experience Model. This session also provides
a foundation for understanding the servicebased
initiatives underway across the Group.
The second of the series is ‘Living Customer
Service’, this helps the staff member to
understand what we need to do around
customer service to maintain our differentiation
and identify what they can do to shift our
customers to the “Zone of Delight”.
Further to this, Contact Centre-specific
training modules have been developed to
enhance soft skills in customer facing staff,
such as Customer Service Fundamentals and
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA
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