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New role for customer champ

INCREASING membership in under-represented industries such as retail is the main task facing new Australian Customer Service Association president Jillian Mercer.

Ms Mercer, recently president of the association’s WA branch said customer service was vital to the economy.

She was the architect of the WA Government’s Customer Focus program. All state government departments now have to include customer service measures in annual reports.

“The new role is going to be different and it’s going to be quite a test,” Ms Mercer said. “But telecommuting should make it easier.”

Ms Mercer said the association would have to adopt a different management style.

“Everyone is going to have to work as a team to promote customer service in Australia,” she said.

Along with creating the Customer Focus blueprint, Ms Mercer was quality improvement manager at King Edward Memorial and Princess Margaret Hosp-itals. She also holds the chair and presidency of the Women in Management Board of the Australian Institute of Management in WA.

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