About CSIA

The Customer Service Institute of Australia was established in 1997 to provide education, certification and recognition to organisations and individuals in the field of service excellence.  In this way we directly serve the needs of all Australians who work in customer service.

Today CSIA is our nation’s peak customer service body and secretariat for the International Council of Customer Service Organizations (www.iccso.org).  ICSSO is comprised of international member organisations which promote service excellence through international customer service standards, certification, awards and professional development programs. ICCSO is the body responsible for the International Service Excellence Awards and accrediting organisations to assess and certify organisations to the International Customer Service Standard.

The Founding Members of the International Council of Customer Service Organisations are:

• Asia Pacific Customer Service Consortium
• Customer Service Institute of Australia
• Hong Kong Customer Service Consortium
• Customer Service Institute of America
• Hellenic Institute of Customer Service

CSIA members include CEO’s, Chief Customer Officers, managers, small and medium enterprises, government departments and personnel and of course customer service professionals and team leaders from all industries. High quality customer service is universally regarded as imperative for long term business success. To enhance customer service in your organisation join the CSIA. We are driven by and committed to the development of people, systems and standards to improve customer service.

Areas of Certification

• The Customer Service Institute of Australia certifies organisations and individuals to Australian and internationally recognised standards.
• Certification for Organisations
• Certification of Individuals
• Certified Customer Service Organisations – Look for the ‘Certified Customer Service Organisation’ Trustmark.

OUR MISSION
To develop people, systems and standards to enhance customer service

OUR AIMS
The CSIA was founded with five initial aims:

• To promote customer service as a profession and to improve the level of its practitioner’s professionalism through assessment, accreditation and certification. Recognition of members professional standing is provided through use of the CSIA’s designatory post-nominal letters (eg MCSIA) and use of our Certified Customer Service Professional logo. Thus improving the pride, motivation and self-esteem of customer service professionals.
• To provide people working directly or indirectly in customer service (Public or Private sector), with the education and professional standards that will enable them to reach their full potential in their chosen field.
• To develop and promote the International Customer Service Standard (including a customer charter) certification program and Australian Service Excellence Awards programs, which will help organisations develop and sustain a customer ethos through improvements to the design,  delivery, quality and effectiveness of customer service strategies, policies and systems.
• To improve knowledge of the components of customer service excellence through research, training and development programmes,  publications, awards, conferences and customer focus groups.
• To provide a voice for customer service professionals and enhance the status of these individuals and customer service issues via the media and public education forums.