Melbourne Cricket Club has been recognised for its commitment to putting customers and fans first, being named "Customer Service Organisation of the Year – Large Organisation" at the 2018 Australian Service Excellence Awards.
The MCC, stadium manager at the MCG, has implemented a range of customer service initiatives in the last 12 months to improve the experience for the more than three million annual visitors to the iconic stadium.These include:
• Launch of a revamped MCG app designed to assist match day patrons with helpful information, as well as direct customer service support.
• Installation of WaitTime technology in the venue to better inform customers about available food and beverage offerings nearby and approximate queue times.
• Introduction of MCC Plus, a rewards program designed to further engage and benefit MCC members.
• Partnering with Traveller’s Aid to offer a shuttle service for mobility-impaired patrons attending MCG games during the 2018 AFL season.
The club has also continued to invest in its innovative CARE customer service program - which was awarded ‘Best customer service project, Cultural Transformation’ at the 2017 Australian Service Excellence Awards.
Across four years, more than 5000 people who influence the customer experience have been trained in the key habits, values and behaviours that the MCC has identified as being critical to great customer service.
This includes more than 1000 event staff, 160 permanent staff, 400 volunteers and a range of service providers across security, catering, ticketing and tourism functions.
MCC CEO, Stuart Fox, said the club was delighted to be recognised for its efforts in the realm of customer service.
“After significant investment in technology and infrastructure upgrades, in recent years we identified customer service as the next major step in our evolution as an organisation and a stadium,” Mr Fox said.
“Whether you are here for footy or cricket, taking an MCG tour or attending a special event, we want to ensure our patrons receive fantastic customer service at every touch point – from arrival to departure.”
“It is fantastic to be recognised by the wider service industry, and I want to thank all of our workforce for their continued efforts in bringing our customer service principles to life on a daily basis.”
The Australian Service Excellence Awards are overseen by the Customer Service Institute of Australia (CSIA). The CSIA is regarded as Australia’s peak customer service body to provide education, certification and recognition to organisations and individuals in the field of service excellence.
The list of award winners can be seen here.
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