City of Melville Achieves Customer Service Accreditation

A Customer Service Institute of Australia (CSIA) assessment team recently spent two days on-site at the City’s buildings to undertake a process that resulted in it gaining certification. The assessment followed the review of a self-assessment workbook provided by City staff, which was specifically aligned to the CSIA pre-certification guidelines.

Customer Service Coordinator Paul Lenghaus said the assessment team visited the City of Melville Civic Centre, Civic Square Library, Leeming Recreation Centre and the Operations Centre, viewing how the City operated and discussing processes with staff at each location. “Feedback from the 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. 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,” he said.

Chief Executive Officer Dr Shayne Silcox congratulated all staff and said high-quality customer service was something that the City valued in its employees. “However, we will not be resting on our laurels. 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,” he said.