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Global award recognises Melbourne Cricket Club’s customer service achievements

Global award recognises Melbourne Cricket Club’s customer service achievements
January 22, 2019

The Melbourne Cricket Club (MCC) has achieved global recognition for its customer service commitment, winning the prestigious 2018 International Service Excellence Award in the Medium Business category.

The International Service Excellence Awards are recognised as the world's peak customer service awards with the MCC winning the title for its innovative CARE customer service program.

The judging panel cited the MCC's continued investment and engagement of its people and partners, as well as the sustained growth in customer service satisfaction levels year on year as a clear strength.

In addition, the introduction of a range of new services specifically designed to take the customer experience to the next level on event day were key points of differentiation from other entrants.

This international success comes on the back of the MCC, stadium manager of the MCG, being named the Customer Service Organisation of the Year - Large Organisation - at the 2018 Australian Service Excellence Awards held in November last year

MCC Chief Executive Stuart Fox said winning a highly coveted customer service award was a "wonderful achievement" for the club, commenting “it's a testament to the collective team effort from all of our staff and MCC partners who, together, have made this achievement possible.

"To be recognised as a global leader in customer service is a great moment to savour for the club and reflects the work of the entire team over the last four years who have invested in our CARE program to ensure an improved experience for everyone who visits our iconic stadium, the MCG.

"Customer service is at the heart of everything that we do. We have over three million visitors coming through the stadium annually, whether that be for a major sporting event, a concert, coming in for a tour of the ground or to visit the National Sports Museum.

"The interaction with the customer remains so important for us - internally we talk about every interaction, every event, every time."

Fox credited the club's General Manager, People and Culture, Donna Price for her "outstanding leadership and commitment" towards for establishing and directing the CARE program.

The Customer Service Institute of America (CSIA) is the body delegated by the International Council of Customer Service Organisations (ICCSO) to manage the International Service Excellence Awards.

CSIA Managing Director, Christine Churchill, congratulated the MCC on leading the way for its approach to customer service and for its sustained increase in customer satisfaction levels year on year, stating “what we are seeing in the area of service excellence from organisations such as the MCC is truly world class. The best use a brilliant combination of their people as well as cutting edge technology to enhance their customer and client experiences.”

Fox said the MCC would continue to invest in and prioritise the customer service experience for our members and visitors, adding “the club remains committed to building on the momentum of this award with a number of initiatives planned that aims to take the customer service experience to new levels in 2019 and beyond.”

Related Articles

3rd January 2019 - MCG set for $50 million upgrades in audio-visual and catering

31st December 2018 - AFL to include VFL curtain-raisers at MCG in 2019 season

20th November 2018 - Big crowds expected for MCG T20

24th September 2018 - Melbourne Cricket Club to undertake MCG ticketing review

19th July 2018 - MCG leads in industry recycling and sustainability initiatives

16th June 2018 - New cashless experience launches in Australia

30th May 2018 - Fair Work Ombudsman fines ISS Facility Services for underpaying MCG cleaners

25th May 2018 - MCC recognised as ‘innovator of the year’ at international Green Sports Alliance Awards

30th October 2017 - MCG secures major customer service award for fan initiatives

11th November 2015 - MCG appoints Event Aid to run event day first aid services

16th May 2013 - Melbourne Cricket Club marks 175 years

6th May 2013 - MCG launches redeveloped retail outlets and menus

22nd February 2013 - MCC recycling project reduces parkland water use


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