Outstanding customer service

Article image - Outstanding customer service Nicole Reid and Kama-Lee Chelepy at the City of Melville.

The City of Melville in Western Australia has received outstanding results for customer service.

Assessed by the country’s leading independent customer service organisation − the Customer Service Institute of Australia (CSIA) − the City underwent a rigorous review process with the CSIA assessment team, conducting meetings and discussions across every area of operation.

The City was awarded an ‘outstanding’ rating with its reaccreditation for the International Customer Service Standard ICSS: 2015-2020, which assesses an organisation in areas of service, financial, operational, learning and growth.

City of Melville Mayor Russell Aubrey said the City had worked hard to maintain a high rating for several years and was reassured through this year’s reaccreditation that the culture of striving to exceed customer expectations was being by adopted by all staff.
“The CSIA has highlighted that Melville is currently scoring better than any other organisation that has been assessed against the updated 2015-2020 ICSS, and this is something we are very proud of, though we recognise the work does not stop here,” said Mayor Aubrey.

“In particular we are delighted the CSIA team has recognised the ‘Melville Way’ guidelines that drive staff commitment to our response times, standards and action to resolve customer needs.”

Chief Executive Officer Dr Shayne Silcox congratulated all staff and highlighted that customer service excellence was the result of every officer taking ownership and embracing a culture of exceeding expectations with a priority always on the customer.

“While we are thrilled to be recognised as a leader in customer service, we are always seeking out opportunities for improvement. Whether it be improving our systems, standards or helping staff do things better, we will continue to push our service levels to the next level and deliver the best we possibly can to our community,” he said.