Nokia Care - "3 days promise" - What's New?
Nokia Care - "3 days promise"
14 April 2008
Reported by Angus Leung
Nokia Australia is continuing to raise the bar in customer care having just completed the rigorous requirements to achieve certification to the International Customer Service Standard (ICSS).
The International Customer Service Standard is awarded only to those companies which complete a tough third party audit of care processes with the aim of establishing benchmarks for service excellence that will stand the rigours of international competition and scrutiny.
"By submitting Nokia Care to the Customer Service Institute of Australia's (CSIA) tough and internationally recognised program of certification, we have tested ourselves, our people, our processes and our commitment to care," said Peter Thomas, Customer Care Manager for Nokia Australia.
"Our certification journey took over 9 months. It prompted us to look at every part of our Care business, from product to finance, suppliers to facilities, our people to our customers, and helped us identify the gaps between the customer's expectations and our delivery."
One of the new things that Nokia Care in Australia introduced as part of this process was a 'Customer Charter' which promises to resolve a customer issue that comes into our Nokia Care Centre within 3 business days or Nokia will provide a customer with a complementary and compatible Nokia genuine accessory.
"This will form the cornerstone of our commitment to our customer in our Nokia Care Centres," Thomas said.
Nokia continually ranks highly in consumer surveys not just because of the quality of our products but because of our commitment to customer care, and we know that you have to invest in care to get the results,"* he said.
Nokia Australia is the only mobile manufacturer that has a Customer Charter and we are the only mobile manufacturer that has achieved the ICSS certification.
Nokia Australia has more dedicated walk-in Customer Care Centres than any other mobile manufacturer in Australia with 13 Nokia Care Centres located around the country.
A full copy of the Nokia Care Customer Charter can be found at
* Nokia has been ranked as the number one most trusted brand in the mobile phone category in both Australia and New Zealand in the Reader's Digest Most Trusted Brand survey 2006. Nokia has also been named in the top five most trusted brands overall for the second consecutive year, out of a total of 137 brands. Nokia was voted the most trusted mobile phone brand across 14 European and 7 Asian counties.
Nokia is the world leader in mobility, driving the transformation and growth of the converging Internet and
communications industries. Nokia makes a wide range of mobile devices and provides people with experiences in music,
navigation, video, television, imaging, games and business mobility through these devices. Nokia also provides
equipment, solutions and services for communications networks.
About the Customer Service Institute of Australia
The Customer Service Institute of Australia was established in 1997 to serve the needs of all Australians who work in
customer service. Today it is our nation's peak customer service body and secretariat for the International Council of
Customer Service Organisations. ICSSO is an international collective of organisations promoting service excellence
through the International Customer Service Standard certification program and the International Service Excellence
Awards. Areas of Certification include: Certified Customer Service Professionals - including our new 'Certified Customer
Service Managers' program and Certified Customer Service Organisations - Look for the 'Certified Customer Service
Organisation' Trustmark. Our members include CEO's, business owners, and government employees and of course
customer service professionals. High quality customer service is universally regarded as imperative for long term business
success. To enhance customer service in your organisation join the CSIA. We are driven by and committed to the
development of people, systems and standards to improve customer service. The CSIA is a not-for-profit company limited
by guarantee. www.csia.com.au.