The Burdekin Shire Council’s Customer Service Centre was among the national finalists of the Australian Service Excellence Awards held in Melbourne last night. (24/10/12)
Customer Service Centre Co-ordinator Janai Giddy said that although it was disappointing not to win the National Local Government Award, she was extremely proud of her team to have made it through to the national finals.
The Customer Service Institute of Australia awards aim to identify and recognise commitment to excellence in delivering service to the community.
“We pride ourselves on delivering the best service we can to our community and to have made it to the national finals shows that our small team can compete with the best,” she said.
Mrs Giddy said the council also recently received the results of the 2011 – 2012 Telephone Benchmarking Report where 51calls made between April and June were surveyed on connect time, greeting skills, agent manner, enquiry resolution and communication skills.
“We recently had our results come in and Burdekin ranked 8th out of 48 councils in the Council Sector Average Grid Score.
“I was very proud of our team’s results especially by some of the comments made about our officers.”
Some of the comments were:
- “An enthusiastic and accommodating was happy to oblige, going out of his way to help. He was engaging, with his great attitude and positive vibe, explaining details in warm and friendly manner. He offered an excellent service.”
- “The Agent was friendly throughout the call. She attempted to make a connection with the caller. The caller was confident throughout the call and did not interrupt the caller. She spoke in a manner that was clear and easy to understand.”
- “The Agent was very genuine and accommodating. She was industrious, very caring, and effective in dealing with the call.”
Mrs Giddy said these results reflected the professionalism the Centre’s team prided itself on.
“To get such positive feedback is a great thing as it reinforces that what we are doing is right and appreciated by the customers,” she said.
Burdekin Shire Council’s Customer Service Centre, which was launched in 2007, received a Highly Commended Award for their professional excellence in the 2009 Australian Service Excellence Awards.