The 2012 ALGIM Customer Service was held on 10 & 11 September 2012 at the Heritage Hotel Auckland, 35 Hobson Street, Auckland, New Zealand.
This year’s Customer Service Symposium was hosted by Auckland Council in conjunction with ALGIM.
Jamie Fitzgerald carried out the role of Symposium MC and Inspirational Speaker. In 2007 Jamie was the first ever Kiwi, along side fellow adventurer Kevin Biggar, to reach the South Pole unsupported on foot and holds a world record for crossing the 5000km Alantic Ocean in a tiny row boat. More recently Jamie designed and delivered a training programme to Rugby World Cup 2011 volunteers where 6000+ people were tasked with delivering a ‘uniquely New Zealand’ customer experience.
Auckland Council’s Acting Chief Operating Officer, Ian Maxwell presented the Council’s ‘Every Interaction Counts’ service philosophy, which was also the principal theme for the Symposium.
Sue O’Gorman, Auckland Council’s Manager of Service Area Locations presented ‘Part Two of the Story – Auckland Council the Sequel’ in follow up to her presentation ‘Super Sizing Customer Service – Auckland Council’s Story’ which featured at the 2011 ALGIM Customer Service Symposium. It was this presentation that saw Sue ranked as one of the top five presenters at the Symposium.
Miriam Kent, Acting Branch Manager - Customer Services Branch, of Brisbane City Council addressed delegates about "Growing Customer Focus Culture - Brisbane City Council Customer Focus Vision 2016".
An interactive workshop – Motivating Customer Service Professionals facilitated by Will Moore, Director & Lead Trainer at Real Spark Training.
Learn about ‘Customer Focus – the Western Bay Way’ from Western Bay of Plenty District Council Customer Services Manager, Barbara Whitton.
Kaye Maryan discussed the transition from Call Centre to Customer Service Centre as the Divisional Manager Customer Services at Hutt City Council.
Sue Atkins, Head of Service Experience at Telecom New Zealand Ltd presented on Effortless Customer Service.
Discover the journey behind the award winning Customer Service’s Welcome Programme - an induction e-learning tool, recently implemented at Auckland Council. Presented by Joyce Rudd, Service Development Manager and Sam Marshall, Training & Development Team Leader.
Site visits to the Auckland CBD Call Centre, Takapuna and Manukau Service Centres on Tuesday 11 September 2012.
2012 Speaker Presentations
View the 2012 ALGIM Customer Service Symposium speaker presentations here!
2012 ALGIM Customer Service Awards
The ALGIM Customer Service Awards recognise and celebrate best practice in Customer Service amongst New Zealand local authorities. They aim to encourage local government staff to be innovative and to lead in serving communities. The awards also promote the image of local government customer service through the wider community.
They aim to encourage local government staff to be service focused, to be innovative, to develop skills and to be recognised in supporting their organisation and community of interest.
Congratulations to the following award winners!
Local Government Customer Service Representative of the Year
Winner: Diana Doyle - Wanganui District Council
Runners Up: Kieran Morrison - Auckland Council & Raewyne Johnson - Wanganui District Council
Local Government Customer Service Team Leader of the Year
Winner: Sharon Bruce - New Plymouth District Council
Runner Up: Jean Hunter - Porirua City Council
Local Government Customer Service Team of the Year
Winner: Customer Support (Front of House) - New Plymouth District Council
Runner Up: Hastings District Council Customer Service Team
Local Government Customer Service Manager of the Year
Winner: Mary-Anne Priest - New Plymouth District Council
Runner Up: Judith Batchelor- Hurunui District Council
Customer Service Professional Development Award
Winner: Angela Hirst - Hastings District Council
The Ultimate Local Government Customer Service Centre
Winner: Rotorua District Council
Runner Up: Nelson City Council
For Symposium enquiries please contact ALGIM on +64 (0)6 351 6336 or email email@example.com