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MATE wins 2021 Customer Service Team of the Year

Feature | 2 November 2021

We are proud to announce that MATE is the official winner of the Customer Service Team of the Year (Large) at the Australian Services Excellence Awards for the second year in a row.

Run by the Customer Service Institute of Australia (CSIA), the Australian Services Excellence Awards (ASEAs) are Australia’s premier customer service awards program, recognising and promoting customer service as a profession.

The ASEAs recognise best practice, performance and innovation in customer service, highlighting their importance in today’s business climate and proving that customer service is a profession that can make an immediate and tangible difference.

MATE general manager, Mark Fazio, accepted the award on behalf of the team and said it was fantastic to be recognised for the work MATE does to support our customers for the second year running.

“It’s an honour to once again be recognised as a winner at the Australian Service Excellence Awards for 2021,” he said.

“It’s been a tough year for everyone with lockdowns and having to work from home, but I’m extremely proud of our team who go above and beyond every day to make sure every customer is as happy as possible. This award would not be possible without them.”

“We always say at MATE that we aren’t perfect, but we work hard every day to understand our customers and their needs, and it’s great to see our team has been recognised for the second year running.”

The Australian Service Excellence Awards were first held in 2001 and are now Australia’s premier customer service awards event. The criteria for judging is based on the International Customer Service Standard (ICSS:2020-2025), a framework of 24 elements that can be applied equally to government, not-for-profit and for-profit organisations of all sizes and across industry sectors.

Using a balanced scorecard approach, these 24 elements measures can be grouped into the four distinct perspectives of Culture, Consistency, Quality and Performance.

For more information about these awards, you can visit the CSIA website.

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