Outstanding service recognised

The City of Melville has received an ‘outstanding rating’ from the Customer Service Institute of Australia (CSIA).

The Western Australian council recently received its reaccreditation for the International Customer Service Standard ICSS: 2015-2020, reaffirming its strong commitment to delivering service excellence to customers.

The City underwent a rigorous review process with the CSIA assessment team, conducting meetings and discussions across every area of operation.

As the sole accredited Australian Certification Body for the International Customer Service Standard since 1999, the CSIA established the Standard as a national benchmark for service excellence that stands up to the rigours of international competition and scrutiny.

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.”

The International Customer Service Standard ICSS: 2015-2020 assesses an organisation based on the perspectives: service, financial, operational, learning and growth, each of which is then further broken down into elements for which the organisation must achieve full compliance.