The City of Melville has achieved certification from the Customer Service Institute of Australia (CSIA) in line with the International Customer Service Standard (ICSS 2003–2006).
CSIA was established in 1997 to serve the needs of all Australians who work in customer service. It aims to develop people, systems and standards to enhance customer service.
The International Customer Service Standard for business enterprises applies equally to the commercial sector, government and not for profit organisations.
Its aim is to help shift the business focus from product or service ‘out’ to customer ‘in’.
This means creating an environment where customer input is largely responsible for determining the product or service output, rather than where the supplier or service giver attempts to force their product or service on the customer in the hope that it will meet customer needs and generate loyalty.
A CSIA assessment team recently spent two days onsite at the City of Melville to undertake a process that resulted in it gaining certification.
The assessment followed a review of a self assessment workbook provided by Council staff, which was specifically aligned to the CSIA pre certification guidelines.
Melville’s Customer Service Coordinator, Paul Lenghaus, said the assessment team visited the Civic Centre, Civic Square Library, Leeming Recreation Centre and the Operations Centre, to view how the City operates and discuss processes with staff at each location.
“Feedback from the CSIA team was that the City has implemented a good customer service foundation and they look forward to seeing this becoming increasingly integrated in the future,” Paul Lenghaus said. “I was confident there would be a positive outcome to the process, as the City prides itself on its customer service and has excellent people.
“Certification is the first step, however I am proud of everyone involved and what we have achieved.”
Melville CEO, Dr Shayne Silcox, said high quality customer service is something the City values in its employees.
“However, we will not be resting on our laurels,” he said. “This process has set the foundation level to help us move forward in the area of customer service.
“It has provided us with improvement plans to drive customer service throughout the organisation, as there is always room to improve.
“However, it is satisfying to have laid a foundation stone.”
