Acting as "Mystery Shoppers", CSBA assessors made 226 general enquiry calls to multiple departments throughout the University. A total 70 of these calls were made to Monash Sport across the Caulfield, Clayton and Peninsula campuses, including the aquatics, health and fitness and venues service desks.
Monash University scored well above the GO8 University sector average in their overall telephone service scores, both in "getting through" and the quality of the services delivered.
Monash Sport received the Universities top Service Delivery score of 95% and in particular were highly accoladed for offering consistent greetings to customers, the warmth, attentiveness and interest of the staff, staff skill in resolving customer enquiries as well as their sound communication skills.
Customer service levels are a continuing focus of Monash Sport, last year approximately 60 staff members undertook a comprehensive customer service training program in a range of online and in person service enhancement workshops. We are proud to see that our service level reflects the emphasis and effort Monash Sport place on customer service.
Staff are presently about to embark on another series of training modules in communicating effectively with customers from various backgrounds and cultures to create positive experiences for students who may experience language and cultural barriers.
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