Q&A with St.George Bank Limited - Customer Service Institute of ...
Q&A with St.George Bank Limited - Customer Service Institute of ...
Q&A with St.George Bank Limited - Customer Service Institute of ...
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<strong>St</strong>.<strong>George</strong> <strong>Bank</strong> <strong>Limited</strong>…continued<br />
Every quarter up to 10 colleagues<br />
become <strong>Customer</strong> <strong>Service</strong><br />
Super<strong>St</strong>ars…They have shown that<br />
they consistently provide exceptional<br />
service to their customers and really<br />
do go above and beyond.<br />
over 1200 BRCs in 2 years. 86% have<br />
now been closed satisfactorily. The BRC<br />
program has provided CCC staff an avenue<br />
to share customer frustrations <strong>with</strong> our<br />
processes as well as a medium to provide<br />
their ideas/suggestions to improve our<br />
customer experience.<br />
Q<br />
How does the organisation<br />
recognise and reward staff in<br />
relation to <strong>Customer</strong> <strong>Service</strong><br />
The <strong>St</strong>ar Awards is a Group-wide recognition<br />
program that provides managers and peers<br />
<strong>with</strong> the opportunity to recognise their<br />
colleagues for providing exceptional service.<br />
Our program consists <strong>of</strong> three categories —<br />
<strong>Customer</strong> <strong>Service</strong> <strong>St</strong>ar Awards, Business<br />
Performance <strong>St</strong>ar Awards and Serious About<br />
<strong>Service</strong> Team <strong>St</strong>ar Awards.<br />
Every quarter up to 10 colleagues become<br />
<strong>Customer</strong> <strong>Service</strong> Super<strong>St</strong>ars. These are<br />
the people who received three or more <strong>St</strong>ar<br />
Awards in the quarter and are selected by<br />
the Peer Panel as a quarterly Super<strong>St</strong>ar. They<br />
have shown that they consistently provide<br />
exceptional service to their customers and<br />
really do go above and beyond.<br />
Our <strong>Customer</strong> <strong>Service</strong> Super<strong>St</strong>ars are<br />
presented <strong>with</strong> their special Award at the<br />
quarterly <strong>St</strong>ar Awards presentation and then<br />
compete to be a ‘<strong>St</strong>ar <strong>of</strong> the Year’ at the end<br />
<strong>of</strong> year awards ceremony.<br />
More specific to the CCC, the ‘Bravo Award’<br />
is a tool that enables anyone <strong>with</strong>in the CCC<br />
to provide immediate feedback to a colleague<br />
for a particular feat, action to a colleague or<br />
to a customer. Our intent is to encourage<br />
everyone to ‘catch someone doing great<br />
things today’. The award is physically split<br />
in two, <strong>with</strong> a first half adorning the staff<br />
member’s desk and the second finding its<br />
way into the team’s ‘Bravo Box’. At the end<br />
<strong>of</strong> each week, lucky prizes are handed out<br />
by picking names form the ‘Bravo Box’.<br />
On a monthly basis each CCC Manager<br />
awards staff in the following categories: Top<br />
Gun, Rising <strong>St</strong>ar, Silent Achiever, Peoples<br />
Choice and ExCITE (<strong>St</strong>.<strong>George</strong> Values).<br />
These awards are chosen by the Manager and<br />
Team Leaders.<br />
Q<br />
How has being a recipient <strong>of</strong> an<br />
Australian <strong>Service</strong> Excellence<br />
Award helped the organisation<br />
Receiving such a formal accolade from the<br />
CSIA reinforced that the CCC was on the right<br />
path to help <strong>St</strong>.<strong>George</strong> ‘become Australia’s<br />
most respected service organisation’. It<br />
rewarded the many ‘educated decision’ and<br />
leaps <strong>of</strong> faith a leader has to take at times<br />
CUSTOMER SERVICE EXCELLENCE<br />
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA<br />
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