e22d3241__CRITERIA___INDIVIDUALS___CSIA__2
[0] Customer Service Manager of the Year [1] This award recognises outstanding achievement in a customer service management role, and outstanding ability in managing, developing, training and motivating customer service staff. Positions include group managers, branch managers, or divisional managers. [3] The CSM drives a “lean” organisation which demonstrates consistent productivity growth. The CSM is achieving internal financial KRAs. Where appropriate, the team is meeting or exceeding its revenue targets. [4] The CSM is focussed on process improvement to enhance the customer experience. The CSM understands their customers “moments of truth” and has measures in place to track performance. There is strong staff satisfaction and engagement in the team as demonstrated in formal measures as well as staff turnover and attendance. [5] The CSM has built a learning environment where staff are able to improve their knowledge and skills. Staff are encouraged to see mistakes as learning opportunities. The CSM is constantly learning themselves and seeking to share this knowledge. [2] 
The CSM has a passion for service which is contagious in their team. The CSM regularly deals with customers directly and can routinely turn even “difficult” customers into advocates. When dealing with their staff the CSM is a role model of excellence in service behaviours.
JUDGING CRITERIA – INDIVIDUALS | CSIA
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