The difference between good and great customer service

Great customer service doesn't happen overnight. It requires purposeful leadership, compelling brand values and a culture of customer connectedness throughout the organisation.

A quick look at some of last year's Contact Centre of the Year and Customer Service Institute of Australia award recipients confirms that customer service success is not an accident. Many of the winners share attitudes to strategy, technology and have adopted similar customer service practices. For any customer service focused organisation trying to cement its place in the market, a good place to start is by understanding the defining characteristics of Australia's top performing contact centres.

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