The International Service Excellence Awards are recognised as the world’s peak customer service awards with The Melbourne Cricket Club (MCC) winning the title for its innovative CARE customer service program. MCC has achieved global recognition for its customer service commitment, winning the prestigious 2018 International Service Excellence Award in the Medium Business category. The judging panel cited the MCC’s continued investment and engagement of its people and partners, as well as the sustained growth in customer service satisfaction levels year on year as a clear strength. In addition, the introduction of a range of new services specifically designed to take the customer experience to the next level on event day were key points of differentiation from other entrants.
MCC CEO Stuart Fox said winning a highly coveted customer service award was a “wonderful achievement” for the club. “It’s a testament to the collective team effort from all of our staff and MCC partners who, together, have made this achievement possible,” Mr Fox said. “To be recognised as a global leader in customer service is a great moment to savour for the club and reflects the work of the entire team over the last four years who have invested in our CARE program to ensure an improved experience for everyone who visits our iconic stadium, the MCG. Customer service is at the heart of everything that we do. We have over three million visitors coming through the stadium annually, whether that be for a major sporting event, a concert, coming in for a tour of the ground or to visit the National Sports Museum.”
He credited the club’s general manager, people and culture, Donna Price for her “outstanding leadership and commitment” towards establishing and directing the CARE program. The Customer Service Institute of America (CSIA) Managing Director, Christine Churchill, congratulated the MCC on leading the way for its approach to customer service and for its sustained increase in customer satisfaction levels year on year. “What we are seeing in the area of service excellence from organisations such as the MCC is truly world class. The best use a brilliant combination of their people as well as cutting edge technology to enhance their customer and client experiences,” Ms Churchill said. Mr Fox said the MCC would continue to invest in and prioritise the customer service experience for our members and visitors.
Image Credit: Melbourne Cricket Club