This client commissioned my services to prepare an Express of Interest (EOI) – Order of Merit for acting opportunities at APS5 level within an APS Government department. She was successful in gaining an interview and the feedback she received from the selection panel regarding her written application – in particular the EOI – was very positive; they advised that it was very impressive, one of the best, and ranked in the top five. The EOI stipulated a two (2) page limit and required the addressing of the standard five (5) criteria based on the Integrated Leadership System (ILS) plus an additional criterion – Exemplifies Great Service. Following is a full example of one of the criteria.

Exemplifies Great Service.

The roles held throughout my career have focused on customer service and delivering beyond expected outcomes. In my previous role as Acting Team Coach, I dealt with a call from a customer (doctor) who was annoyed with an operator who had handled her call. The doctor felt the attitude of the operator was non-professional and was not listening to or acknowledging her request. In handling this situation, I actively listened and documented all the details as relayed by the doctor and the time she made the call. I apologised on behalf of the operator and confirmed I would investigate further and provide her with updates throughout the process. My investigation revealed that no call was made at the time she stipulated or within that timeframe; therefore, I extended the time frame to include the doctor’s call and conducted another search which unfortunately did not produce any results. The doctor was unhappy that the call trace produced no results. I explained that as their phone was a PABX, I needed all the 12 telephone numbers and took the initiative and offered to liaise with their IT person (as her time was precious), in order to obtain the numbers and trace the call. This strategy proved successful in locating the operator whereupon I provided constructive feedback regarding the quality of the call made and in consultation with her team coach, decided on the provision of extra training sessions. I contacted the customer and advised her of the measures that were put in place to ensure this would not occur again. She was satisfied with what was achieved and the resolution. In terms of the operator, negative feedback from customers was not received from that point forward.

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Annie Cerone