CSIA Publications

Customer Service Excellence E-magazine

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Launched by CSIA, Customer Service Excellence e-magazine is read by managers, directors and CEOs from companies across all sectors. All of these organisations have one thing in common – they take their customers very, very seriously and are striving to build their organisation around their customers.

The e-magazine contains the best of the world’s customer service commentary and ideas with Australian articles and news.

The Customer Service Excellence e-magazine offers:

Briefings

The Customer Service News section keeps you up to date with crisp, clear analysis of customer service news and events, plus the latest findings on research into customer behaviour.

Best Practice Case Studies

Learn from the world’s leading professionals through CSE’s Best Practice Case Studies. Pick up practical tips from your own and other industry sectors.

Strategic Customer Service

What can we learn from other customer service cultures from around the globe? How can giving things away win customer loyalty? Does your company have the right customer facing values for the 21st Century? The Strategic Customer Service section covers these and other ‘make or break’ subjects you won’t find covered anywhere else.

Technology

The magazine’s Technology section is a unique, jargon-free guide to getting the most out of your IT investment. How do you handle a cyber call? Is Computer Telephony Integration right for you? What’s the best way to use an Extranet to get closer to your customers? Where should customer self-service kiosks fit into your strategy, if at all? The magazine’s Technology section provides the answers.

Tools & Techniques

In the Tools & Techniques section, practical ‘how to’s’ take you, step by step, through the tools that will bring you closer to your customers – from building a customer confidence index to developing a continuous improvement customer service culture.

Customer Service Excellence studies the vital topics of:

Building long term customer relationships
Differentiating your product and service
Identifying the key success factors for customer service
Using measurement as a driver for improvement
Developing an effective process for obtaining customer feedback
The Australian Customer Service Award
Creating a world class call center
Ensuring satisfied customers are loyal customers
Keeping people motivated and passionate about their customers
Managing change
Customer emotions
Handling customer complaints
The relationship between quality and service
How to add value
Creating magic moments for your customers