Top honours for aged care commitment

Bethanie’s Information Communication and Technology (ICT) and Helpdesk division took home Gold for Outstanding Customer Service Excellence in the ‘Small Enterprise or Division of Business’ category.

Chris Frame, Bethanie general manager, marketing and brand, was also named as the Gold Medal winner of the Rising Star ‘30 Under 30’ category. This individual award recognised Mr Frame's customer centric approach to marketing Bethanie services to elderly customers across WA, as well as his work as a maritime author and public speaker.

Chris How, Bethanie chief executive, congratulated the staff at Bethanie on their win and for their outstanding commitment and dedication.

“Winning such prestigious awards, amongst such high company, is a fantastic achievement for Bethanie as a whole. Exceptional customer service is a key objective of theBethanie team, and it’s great to see the work of our staff recognised on a national level,” Mr How says.

“A big congratulations also goes to Chris Frame, whose continued dedication to achieving excellent outcomes for our customers has seen him also recognised at a national level,” he adds.

Ben Oxford, Bethanie chief customer engagement, says: “We are delighted to have won such an esteemed award given the fantastic company that we shared in our category. Our team always strives for excellence and we will continue to provide our gold standard customer service to all”.

Winner of the Rising Star ‘30 Under 30’ category, Mr Frame says he is “thrilled” to accept the award.

“Bethanie clients and stakeholders are at the forefront of all the campaigns that we implement and I am excited that the Customer Service Council of Australia has recognised this. It is also a personal honour to win the inaugural Rising Star 30 Under 30 Award,” he says.

Chris Lejmanoski, chairman of the Customer Service Council, advised it was the most competitive year in the 12 year history of the awards program.

“Bethanie ICT was a stand out through the process and the judges advised their customer interviews and testimonials, customer focus along with state of the art customer centre technology set them apart from the heavy weights in their large category. Winning a National Gold Medal for Customer Service Excellence while retaining jobs in Australia is a memorable and worthy event,” he says.

Presented by the Customer Service Council of Australia, the Customer Service Excellence Awards – ‘Raising the Standards’ – encourages individuals and organisations to achieve and promote customer service excellence, innovation, and best practice. 

‘Best Practice’ covers the key elements of customer satisfaction around response times, quality and depth of service including product, people and process, along with staff satisfaction, innovation, communication, technology, customer access, reporting and other key areas.

Teams are put under great rigor to demonstrate their delivery of customer service excellence, with written applications, panel interviews, mystery shopping and making a DVD all forming part of their application.

The Rising Star 30 under 30 Award was introduced this year and recognises young Australians that have achieved excellent outcomes for their customers, coupled with outstanding results in their careers well above their peers.