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CONGRATULATIONS to our WINNERS,
and to all who celebrated
International Customer Service Week 2005....
BREAKFAST LAUNCH - Monday 3rd October
 Gulf Air’s Vice President - Services, Luke Medley, was made a Customer Service Ambassador at yesterday’s launch of 'International Customer Service Week' in Melbourne.
Luke Medley was keynote speaker at the breakfast launch event held at the new RACV Club.
Pictured: Presenting the award to Luke is 'Customer Service Week' convenor, Tricia Olsen, CEO of International Customer Service Professionals.
GLOBAL CHALLENGE WINNERS
Winner of the ICSP Global Challenge
Large Business Award:
Toll IPEC, Western Australia
Winner of the ICSP Global Challenge
Medium Business Award
GENESYS
Winner of the ICSP Global Challenge
Small Busines Award
ANZ CONTACT CENTRE, NEW ZEALAND
STUDY TOUR
 
 
NETWORKING COCKTAIL PARTY
  
  
  
 
INAUGURAL MASTERMIND CEO SYMPOSIUM
 
 
 
 
ICSP 2 DAY CONFERENCE AND EXPO
 
  
  
ICSP AWARDS CELEBRATION DINNER
 
Tricia Olsen presents Pat Kearns, Toll Group with The Pfizer Team celebrate their win!
his James Strong Leadership Award
 
Winners of the My Customer Rules Awards with Hans Rubens, Managing Director, Success
Phil Prosser, CEO, GAPbuster Worldwide, Corner, with RACV Ringwood, winners of the
sponsors of the My Customer Rules Awards Success Corner Retail Services Award
 
Vicki Shields accepts the ICSP Outstanding Pfizer enjoy the evening of celebration.
Customer Award from Ad Nederlof, Chairman,
Genesys
 
GENESYS were thrilled with their win... Everyone enjoyed the entertainment provided
by the Pee Wees - absolutely fabulous!
 
Anthony & Band, Fresh, liven up the dance floor ICSP's CEO, Tricia Olsen
 
 
 
 
 
 
Drake unearths its
customer service stars
during International Customer Service Week
As a proud corporate partner to ICSP, Drake was keen to embrace the spirit of International Customer Service Week and engaged staff in “best practice” customer service.
The idea was born to develop our own Customer Service awards, where staff had the opportunity to nominate fellow colleagues for customer service excellence. We created a number of awards around successful traits of a customer service “star” such as great communication skills, always being ready to help, being team orientated and willing to go the extra mile. The awards were as follows:
- The outstanding "communicator" award
- The "go the extra mile" award
- The "happy to help" award
- The "no 'I' in team" award
- The "customer service guru" award
We received hundreds of votes from staff. It was fantastic to see so many nominations from Drake employees acknowledging and recognising their fellow colleagues for outstanding customer service.
Winners were announced in a formal presentation, where both the winner and runner up received not only a bag full of goodies and a certificate of appreciation but a loud thunderous applause as the people’s choices were read out.
A big congratulations to all of our customer service stars winners (picture below).
Pictured left to right
Back row - Geoff Tanner (happy to help winner), Kate Heath (no “I” in team runner up), John Long (outstanding communicator winner), Rita Gibson (customer service guru winner), Peter Koikas (outstanding communicator runner up), Dora Andritsos ("go the extra mile" runner up) , Daniela Medzoian (no “I” in team winner). Front row - Fiona Wyeth (customer service guru runner up), Sherif Hussein ("go the extra mile" winner), And Brooke Hardwick ("happy to help" runner up).
Friday, 7th October 2005
Tricia Olsen, CEO & Founder, ICSP and Phil Prosser, CEO, GAPbuster Worldwide announced that the ICSP International Customer Service Professionals will be launched in London during 2006!
etravelblackboard.com
October 4, 2005
National Customer Service Week 2005 October 3-7
Tuesday, October 04, 2005
“I have never seen a need more than I have today for business to improve their fitness level in service…
the fitter we are the easier service is to deliver.”
Value for money slips as important factor of customer service; responsiveness climbs
Value-for-money/attractive pricing has slipped from seventh to 11th in a survey of the most important factors of customer service while staff responsiveness has risen from ninth to fifth.
Staff friendliness, staff knowledge and efficiency of service remain the top three in the second survey of customer expectations conducted by service experience agency GAPbuster® Worldwide for the launch of Customer Service Week on Monday (October 3) morning.
International Customer Service Professionals (ICSP), conveners of Customer Service Week, commissioned the survey of customer expectations.
CEO of ICSP, Tricia Olsen said that while customers felt that Value-For-Money/Attractive Pricing was not a key factor in customer service delivery many businesses continue to compete on price alone.
“Customers are saying that friendly, knowledgeable, efficient, reliable professional service comes ahead of price,” she said.
Ms Olsen said responsiveness had ranked higher than last year because customers were so time poor they were looking for short cuts and an easier and more efficient way to do business.
“IT has accelerated the way we live, “ she said. “As the speed and efficiency of IT increases so too do customer expectations. Customers want things faster, more accurately and they want us to respond on time, or earlier.”
“I have never seen a need more than I have today for business to improve their fitness level in service …the fitter we are the easier service is to deliver.”
According to the research, in order of importance (2004 position in brackets), customers are looking for:
- Staff friendliness (1)
- Staff knowledge (2)
- Efficiency of service (3)
- Professionalism (5)
- Responsiveness (9)
- Atmosphere (8)
- Taking ownership of service (11)
- Reliability (4)
- Product range/appeal (6)
- Accessibility (12)
- Value for money (attractive pricing) (7)
- Store presentation/environment (10)
For Customer Service Week:
Australian and New Zealand businesses are being encouraged to boost morale, motivate staff, reward frontline representatives, raise company-wide awareness of the importance of customer service, thank other departments for their support, and let customers know about their commitment to customer satisfaction.
Research into Generation Y will feature at Friday's conference (details available to media on Thursday)
Customer Service workshops, study tours, Customer Solutions Expo, and a two-day conference will be held in Melbourne. Customer Service Week awards will be announced at a dinner on Friday.
End
Tuesday 4th October - Radio Station 5AA South Australia
Tricia was interviewed by Leon Byner at 12.40pm (Vic time).
The Daily Telegraph
Edition 1 - StateTUE 04 OCT 2005, Page 011
Service outsells sales
A SURVEY of Australian consumers has found shoppers prefer better service to bigger bargains.
Staff friendliness, staff knowledge and efficiency of service topped a poll of more than 250 people by agencies GAPbuster Worldwide and International Customer Service Professionals.
While service values remained high on the list, consumer expectations for value-for-money/attractive pricing fell from seventh to 11th place.
ICSP Chief Executive Officer, Tricia Olsen said although customers felt bargains were not a key factor, many businesses still compete on price alone.
Section: LOCAL
TODAY SHOW 4 October 2005
 
Tricia Olsen appeared on Channel 9's Today Show on Tuesday 4th October and interviewed by Karl Stefanovic and Tracey Grimshaw.
Tricia spoke of the results of our My Customer Rules Survey in which customers have designated that Staff Friendliness, Staff Product Knowledge and Service Efficiency are the top 3 important aspects of service satisfaction. Value for money slipped from 7th (2004) to 11th position (2005). Tricia also spoke on International Customer Service Week and our Generation Y Survey.
Feedback:
Nice interview Trish. Very energetic and informative. Well done !!
See you Friday, Avril xx
Avril Henry, Executive Director, AH Revelations Pty Ltd
Hi Tricia
Well done on this morning :)
Morgan Williams, Drake
Tricia,
Good promotion on this mornings show ..... well done
David Hepworth, Quadrant Marketing
Monday 3rd October - Perth ABC Radio
Tricia was interviewed by Bernadette Young of ABC Radio Perth about our customer service survey results and International Customer Service Week.
Monday 3rd October - travelscene.com.au website Australia
A Customer Service Ambassador
Gulf Air’s Vice President - Services, Luke Medley, was made a Customer Service Ambassador at
yesterday’s launch of 'International Customer Service Week' in Melbourne.
Luke Medley was keynote speaker at the breakfast launch event held at the new RACV Club.
Pictured: Presenting the award to Luke is 'Customer Service Week' convenor, Tricia Olsen, CEO of International Customer Service Professionals.
ICSP's Tricia Olsen promotes International Customer Service Week 2005
Herald Sun 27 September 2005
Click here http://www.icsp.com.au/icsw/photos/ for photos of the conference.
ICSP
is proud to be partnering with the Customer
Service Group in New York,
who has provided
information and support materials for Customer Service Week
for over a decade, to bring you
resources and events to celebrate
Customer Service Week each year in Australia.
Customer Service Week is celebrated annually during the first
full week in October.
During this special week, your organization
can:
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Boost morale, motivation and teamwork.
-
Reward frontline representatives.
-
Raise company-wide awareness of the importance of
customer service.
-
Thank other departments for their support.
-
Let customers know about your commitment to customer
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