International Customer Service Standards
Yarra Trams achieved International Customer Service
Standards (ICSS) certification in 2016.
The Customer Service Institute of Australia (CSIA) assessment
covered four criteria - service, learning and growth, financial,
and operational - to evaluate our customer service experience.
This certification enables us to proudly display
the Certified Customer Service Organisation trustmark.
- Customer experience: living our value of
'Think Like a Passenger' through a range of customer-focussed
- HR approach: our culture, recruitment
approach, and our commitment to addressing the gender imbalance in
our workforce, including through our Driven Women program.
- Corporate Social Responsibility: our work with
key stakeholders and partners to improve our customer experience
for people with a disability, including through our Accessibility
- Frontline staff: providing guidance and
support to customers, 'go beyond', and aiming to surprise and
- Improvement consolidation: commitment to
ongoing innovation and continuous improvement, and a push to embed
and consolidate the innovations and improvements already