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CSIA FOCUS
Bailey Johnson: 2020 Customer Service Advocate of the Year CSIA sat down with 2020 ASEA Customer Service Advocate of the Year Bailey Johnson to talk about his award win, what he loves most about his job and what inspires him to create such impactful customer service experiences.
What does your role as Scheduling Analyst at Commonwealth Bank entail? I provide strategic planning and management to ensure customer service and stakeholder needs are being met throughout the day, week, month and year. I also act as a primary contact between the customers, management and frontline professionals to achieve the right outcomes to meet our customer’s needs. What do you love most about your job? Every day I get to share my successes, failures and knowledge with not only those I mentor, but everyone who is a part of CBA General Insurance; I support them in their journey and goals to be the most successful version of themselves. Do you think your career progression at CBA shaped your outlook on customer service? Definitely! I learnt so much in each role. In the Contact Centre, I learnt how to manage expectations of customers; in Teleclaims I learnt how to effectively share and coach others. And as a Real Time Analyst in Workforce Optimisation I was able to take everything I learnt with a new lens on the “customer”. Now as a Scheduling Analyst these skills are now at the forefront of everything I do. What inspires you to create such impactful customer service experiences? Book now
Ever since I got my start in customer service in the hospitality industry, I have always put
myself in the customer’s shoes. I always ask myself, “If I were them, how would I want to be treated, what do they deserve and what can I do to make this interaction a high point of their day?.” What does winning this award mean to you, personally and professionally? Professionally, it allows me to share the CSIA experience with future nominees within my business while advocating for those who have also earnt recognition. Personally, it proves not only to me, but to my family, that if you strive to always do your best, you will one day be recognised. Why is it vital to put the customer at the centre of everything you do? Customers give a business their “purpose” or their “why”. At CBA General Insurance, our customers have chosen us as their insurer to protect their two greatest assets (their home and car). I believe that without a purpose that truly resonates with you, it can be hard to love what you do. What is the biggest lesson you’ve learned about customer service? Whether you are a part of a frontline team who support customers directly or in a team where you can influence great 22, customer When: October 2020 from 6pm service, you must always be dynamic. - registration details coming soon Customer needs are always changing and if I did not change with them, I would have never learnt how to adapt my thinking and actions to be there for customers when they need us the most.
