March 18, 2020 - Communication to CSIA Community 

Dear CSIA members, clients and community

As the COVID-19 (coronavirus) emergency continues to unfold here in Australia and around the world, CSIA’s thoughts are with you all. In these unprecedented times, the health and well-being of our team, members and clients are our highest priority and we have some updates regarding our services in order to continue supporting you.

Australian Service Excellence Awards

Currently, the 2020 ASEAs remain open for nominations until the May 29th deadline. We appreciate that the ASEAs may not be your highest priority at present - however we believe that providing the opportunity for recognition through the Awards program remains important. At this stage finalist judging is scheduled to commence from July, and the gala presentation is planned for October 22nd in Sydney. We will update further as necessary.

Training Programs

This week we have been working with our clients who have booked in-house training programs over the coming months and have already made arrangements to reschedule some programs or proceed with others via a webinar format. In addition, CSIA is bringing forward the launch of our online training portal which incorporates our full suite of Certified training programs. The first programs will be available later this week and we hope these will provide a welcome focus for you and your teams during this period of uncertainty. We will send further information as these come online.

Certification Services

Many organisations have embarked on their self-assessment phase to the recently released revised version of the International Customer Service Standard (ICSS: 2020-2025), with on-site assessments due later this year. The self-assessment process can continue under each organisation's current working arrangements and your on-site assessment can be conducted remotely if required.

We’re here to help you

CSIA’s team are now all working from home and are dedicated to continuing to support you. Our Certified Practitioners are available to discuss any questions or problems relating to your business continuity and ongoing customer support.

In the current environment your customers and your colleagues need your support more than ever, and in many cases may have a heightened sense of anxiety. Compassion, empathy and sensitivity to working to solve problems will be critical to supporting the community as we work together during this unprecedented crisis. I am looking forward to hearing wonderful stories of customer support emerge from the current health crisis, and I am available for any queries or support that CSIA can provide you or your team at this time.

Yours Sincerely

Jeremy Larkins, Executive Director

Copyright (c) Customer Service Institute of Australia 2020

ABN 31 609 812 919

Level 2, 383 George Street, Sydney, NSW, 2000

P: 1300 912 700 


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