We are excited to announce that we are a finalist in the 2020 Australian Service Excellence Awards in the Customer Service Organisation of the Year (Large) category held by the Customer Service Institute of Australia.
The ASEAs are Australia’s premier customer service awards program, attracting hundreds of nominations each year. The Awards recognise best practice, performance and innovation in customer service, highlighting their importance in today’s business climate.
“In our nomination, we chose to highlight the measures we took during the COVID-19 lockdown to maintain our round the clock, seven day a week service for our clients while protecting their health and the health of our people. Also, the consistent communications we maintained with clients during this time,” Julian McGrath, Managing Director of Law In Order said.
Nominees must demonstrate a passion for exceeding customer expectations and achieving customer service excellence, including the positive impact it has on the whole organisation’s approach to customer service. Also, show the effectiveness of their people and programs e.g. the results that have been delivered by the nominee and their work. Finally, demonstrate continuous review and improvement of individual and program work.
Judging criteria is based on the International Customer Service Standard (ICSS:2020-2025), a framework of 24 measures that can be groups into four perspectives – learning and growth perspective (culture), operational perspective (consistency), service perspective (quality) and financial perspective (performance).
Part of the judging process are site visits by the judging committee including a formal presentation, Q&A and site tour.
According to CSIA, becoming a finalist and winning an award illustrates the highest standards of commitment to customer service excellence.
Congratulations to our exceptional team at Law In Order.