At Westpac, we are always striving to provide our customers with superior service.  Our service standards have been recognised as among the best in the world.  We are now the first bank in the world to meet the International Customer Service Standard and receive certification from the Customer Service Institute of Australia (CSIA). 

We are focused on getting the important things right.  Such as being available for you, not making you wait, valuing your business, doing what we say we will and if there's an issue, solving it quickly and fairly.  That's our Ask Once commitment.  And we plan to keep it that way.  That's why we have invited the CSIA to review us annually.  
Westpac Ad - first run on 6/11/2005

"We are proud of our recognition for Service Excellence at this year's CSIA awards, and to Westpac, the ICSS certification is a key step towards our mission to be number one for service.  With this in mind, we will aim to take our learnings from the ICSS review and apply them against the service perspectives to ensure we continue to set new standards of service for our customers."
Tim Harrington
General Manager, Product & Marketing
more Westpac testimonials...  

  "Just a quick note to thank you for giving me the opportunity of attending the Customer Service Training session conducted over the weekend.  I loved it !  The training was very worthwhile and exceeded my expectations.  It was great to meet people and finally put faces to names and voices.

The program facilitators were excellent speakers and motivators, delivering highly relevant information at a pace and fun level which was comfortable. 

I am confident that this valuable training leads to higher job satisfaction, increased employee motivation and increased morale among employees.  Training is often considered for new employees only, but after this weekend I feel ongoing training would be of benefit and give us a greater sense of self-worth and job satisfaction."
Harmina de Vries
Baxter Technical Services
more Baxter training testimonials...

  "Although our association with this initiative has only been relatively short, the relationship which has developed is excellent.  We have been able to incorporate many ideas and comments that have come out of our nominations and use them to continue to improve our business, particularly in the area of customer service.

Woolworths is committed to identifying and implementing strategies where we can further incorporate 'The Standard' into our daily business operations.  We are excited about the impact this will have on our customers' overall experience.

We look forward to an ongoing involvement in the Awards."
David MacGregor 
Woolworth’s

  "Thank you for your notification that Fone Zone has been successfully certified to the International Customer Service Standard.  Fone Zone has been impressed by the thoroughness and professionalism of the audit and certification process and feel we have benefited from the rigor of the process and the feedback. 

As a previous Australian Service Excellence Award winner, Fone Zone is pleased to be recognised through the CSIA.  Many organisations talk about service but few establish the processes and instill the passion to ensure excellent service outcomes for customers.

Fone Zone is proud of our association with the Customer Service Institute of Australia and enjoys being a member of this vital organization."
Maxine Horne
Chief Operating Officer
Fone Zone

   "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

"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
              

  "The CSIA certification is an excellent way to ensure that, as a company, we provide a high level of customer service. The level of customer service that is now expected across all call centres and service desks in QR is benchmarked against us and that is making a real difference to our customers and the level of service that they receive."
Adrian Ranford
Queensland Rail IT Help Desk

"Becoming a CSIA licensed assessor has allowed me to further contribute to the Customer Service Industry - an Industry that I have been part of for the past 15 years.

As a licensed assessor you are able to take your knowledge and broad customer experiences and share this with organisations that are traveling their customer service journey.  As an assessor you get to see many customer service excellence activities occurring throughout various businesses.  When you interpret these initiatives through the International Customer Service Standards assessment criteria you are able to help organisations establish business improvement processes that ultimately lead to increased customer satisfaction and customer retention.

The most rewarding part of being an assessor is seeing some of the passion people have for servicing customers.  The balance between passion and process is always difficult, but you do get to see and share in many excellent customer service experiences."
Neil Birtchnell
National Customer Service Manager
Transfield Services

"We have waited many years for an international standard of the nature and scope of ICSS to come to Australia and the highlight of 1999 was Johnson & Johnson Consumer Service Centre's "International Customer Service Standard" certification…thank you for your encouragement and assistance in helping us achieve new heights."
Marilyn Grant - Consumer Service Manager

"The CSIA'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 of 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."
CEO - Brisbane City Council

  "The real success of the standards is their 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 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.  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 the National Award."
Senior Manager - Customer Service Centre
TAC (Transport Accident Commission)

  "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 provides 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

  "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."
Judy Slatyer, Chief of Consumer Sales Telstra Retail

  "…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