"The Customer Service Institute's initiative in establishing customer service standards and in evaluating and recognising the ability of enterprises to comply should be commended. The Institute not only has established a framework for quality measures through which success can be assessed, but has also provided the challenge for enterprises to continue to identify and address opportunities that will mean further improvement. Brisbane City Council is proud to be a member of the Institute and to have the added achievement of meeting the high standards that it has set in customer service."
 Brisbane City Council

"We at Virgin Blue and the CSIA clearly both believe in the power of customer service and its great to see an organisation like the CSIA promoting this. Having a formal awards process review, by an accredited outside agency, has helped define the processes we have that aid our service delivery. Importantly ,the awards also bring the essential element of recognition to all our staff for all the hard work and excellence they bring to their roles. It ’s great for all of us to be recognised by the award process for the passion we put behind our service delivery.”
Brett Godfrey, Chief Executive Officer, Virgin Blue,
Highly Commended, Large Business

“River Quays’ award has set a new benchmark for Telstra and it is a company priority to achieve this excellent standard (ICSS) in service to customers across the business.”
Telstra Retail

"The real success of the standard is the practical and enquiring structure which allows the self-assessing organisation to be as thorough and detailed as they may desire.  It is not a process which is heavily weighted on detailed and burdensome documentation.  It is a process, which is challenging and innovative in its format.

I’ve never seen people in an organisation so proud, excited and focused on what they ’re doing. Our original goal was to receive accreditation and to provide a better level of service to the community. I commend the Standard and the Awards, as not only has it been practical and relevant, it has been fun and has made a significant contribution to staff morale.”
Alexandrina Council

“The experience of being nominated for the CSIA award made us take a comprehensive look at the Customer Service processes we have in place, using the guidelines offered by CSIA. It allowed us to understand more fully World Class Standards and helped us to benchmark Colorado against these standards. It helped us to identify the opportunities for growth and also to recognise the creative way in which Colorado delivers a Customer Experience that differentiates us from other companies. The sense of pride in the team when recognised by a national authority like the CSIA drives a passion to be the best.”
Sonia Hudson General Manager Colorado,
National Highly Commended, Large Business

“The Customer Service Institute of Australia ’s ICSS accreditation and award process have helped us identify what significant progress we have made in the oil and gas industry. The Asia-Pacific Oil Refining Industry is extremely competitive with performance standard requirements increasing every 6 months. By participating in the CSIA ’s accreditation and award process we have been able to reflect on our achievements with Mobil over the last seven years.

This has been an extremely rewarding process for our employees, and our business, as it raised awareness as to the importance of customer service excellence for the industry. It has also provided a trigger to focus the passion needed to continue on the challenge of achieving and maintaining best practice.”
David Shaw
CME Alliance Manager
Transfield-Worley

“…the work was carried out with the highest standards of professionalism and thoroughness.  As this test site has been audited and certified, Telstra would now like to progress to Phase 2 of the project.   

I would like to request that the CSIA via its certification body begins a program of audit to the International Customer Service Standard (ICSS)for more of our sites.”
National General Manager
Strategy &Planning
Telstra

"The CSIA have provided an invaluable tool in the form of the recent Australian Service Excellence Awards.
As our Call Centre has many elements that make it unique, quality benchmarking has traditionally been a difficult process.  The Awards provided us with a streamlined approach with which to evaluate our own performance, as well as allowing the opportunity to benchmark against some "best practice" organisations.  Consequently, we were able to complete a comprehensive SWOT analysis and identify opportunities for both improvement and future direction.
Our staff morale was boosted from the outset by simply being considered competitive enough to enter, however this benefit has been magnified many times over by winning not just the State, but also National Award - our staff at all levels have been delighted and overwhelmed by this result.
The benefits of our entry have been apparent, not only to our Call Centre staff, but the entire business."
Customer Service Centre
TAC (Transport Accident Commission)