Customer Service in an Australian Quality Award Winning Public Sector Service Industry

Abstract

Presents a “detailed” account of an innovative way of serving the internal and external customer in an Australian Quality Award winning public sector service industry – South East Queensland Electricity Board (SEQEB). Presenting the principles of customer service in SEQEB, lists the six key strategies such as setting performance targets, conducting customer and staff surveys, benchmarking, sustaining customer satisfaction and providing customer advice. These strategies are used by SEQEB and are essential for establishing customer service quality in the public sector. Concludes that the implications of the principles and the strategies of customer service deployed by this service industry can be emulated in several service oriented organizations in the public sector.

Citation

Navaratnam, K.K. and Harris, B. (1994), "Customer Service in an Australian Quality Award Winning Public Sector Service Industry", International Journal of Public Sector Management, Vol. 7 No. 2, pp. 42-49. https://doi.org/10.1108/09513559410055224