Creating a Consistent Service Culture

28-06-2016 by   First Contact

In today’s business environment, service is king. Social media and sharing has made it extremely easy for individuals to investigate other’s opinions of companies, small or large, making every interaction a possible deciding factor on whether your next potential customer decides to ta


First Contact Receives Multiple Nominations in the CSIA Australian Service Excellence Awards

25-08-2016 by   First Contact

We are excited to announce that FC (and some of our fantastic team members) are finalists for the Customer Service Institute of Australia's (CSIA) 2016 Australian Service Excellence Awards (ASEA


Customer Service Week is Here!

04-10-2016 by   First Contact

Did you know that this week (3rd-7th of October) is Customer Service Week (CS Week)?

CS Week is an international celebration of the importance of customer service, and of the professionals who serve and support customers on a


Customer Service Week - Day 2

04-10-2016 by   First Contact

Missed part one? Click here.

Our second Service Leading Moment in celebration of Customer Service Week details an example of truly going above and beyond:

Tristan


Customer Service Week - Day 3

05-10-2016 by   First Contact

For day three of Customer Service Week, we will share an excellent feedback story from one of our Melbourne-based teams, who are also finalists in the CSIA 'Customer Service Team of the Year' Award.

'I am a frequent user of the concierge services. In my role, my day is spent m


Customer Service Week - Day 4

06-10-2016 by   First Contact

Missed an entry in our CS Week series? Click to view Day 1, Day 2, or


Customer Service Week - Day 5

07-10-2016 by   First Contact

For the final day of Customer Service Week, we are sharing another amazing feedback story from a team member who is also a finalist in the CSIA 'Customer Service Professional of the Year' award - Misuk.

In addition to being a valuable source of inspiration for the First Contact 


Innovation and the Customer Experience

09-11-2016 by   First Contact

Innovation within concierge services can take many forms. Everything from a new app or piece of technology, to a process redesign can be seen as an innovation, but does it all equate to higher levels of service and engagement?

On its own, innovation is simply a means of trying something n


CREATING THE FRAMEWORK FOR EXCEPTIONAL SERVICE THROUGH THE FIRST CONTACT GENES (PART 5)

17-11-2016 by   First Contact

Our final blog on the First Contact Genes addresses an aspect that is easily overlooked or taken for granted by many organisations, but which is vital and must be nurtured in order to ensure success – collaboration.

Collaboration at First Contact is highly valued an



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