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Patersons Stadium achieves National first Tuesday, July 22, 2014 - 9:41 AM

A commitment to putting the customers first at Patersons Stadium has resulted in the Stadium, managed by West Australian Football Commission (WAFC), receiving the first International Customer Service Certification for an Australian stadium.

The Customer Service Institute of Australia’s (CSIA) assessment of Patersons Stadium identified that the WAFC’s operations were at the “pinnacle of performance in Australia” in aligning an organisation’s customer service and overall business objectives.

Patersons Stadium General Manager Gavin Taylor said the certification was vital to the WAFC’s ongoing development as a world-class stadium manager dedicated to ensuring West Australians enjoy great experiences at the State’s major outdoor sporting and entertainment venue.

“We have made a huge investment in our customer service capability in the past three years, with our hard work and focus on what is best for our customers being recognized with this certification.”

The WAFC is the only stadium manager in Australia to reach this level of certification and visitors to Patersons Stadium can rest assured that they are being looked after to the highest standards.

The CSIA stated that the WAFC’s strategy of transforming Patersons Stadium into a customer-focused services leader was clear in virtually every interaction they witnessed.

The CSIA also noted that the rate of change across all aspects of operations at Patersons Stadium is high, particularly in any area involving technology.

Mr Taylor agreed with the report’s comment that the WAFC needs to keep assessing what technological opportunities exist to further enhance customer service.

“For the 2014 AFL season we have made substantial investment in the development of a new stadium management App that is now improving the consistency of our operations and customer service at every game,” Mr Taylor said.

The CSIA said it was not normal or expected for an organisation like the WAFC to achieve such a high rating on its first assessment for International Customer Service Certification.

The report states that it is likely Patersons Stadium will achieve an even higher level of certification at its recertification assessment in 12 months, marking it as a leader in customer service delivery.