Archive for August 20th, 2010

Thanks for the feedback

Every month we include the best customer compliments in our monthly staff newsletter.

The compliments this month were quite remarkable – probably the best ever. So I thought, why not share them here?

Thanks everyone for being so generous with your feedback – I know it means a lot to our hard working staff.


Dear Solei and Andrew,

I collected my car yesterday and am writing to thank you both for your excellent client service throughout this process.

Some years ago I explored novation options with a previous provider and the process was so complex and the support so minimal that I abandoned it and continued my lease plan arrangements.

My experience this time was totally different – your responses were prompt, the information was clear and the process quite streamlined. Your willingness to expedite the final documentation this week (resulting from my error) was so appreciated.

Please pass this note of appreciation to your senior management. I am giving similar feedback to my colleagues in DEEWR with responsibility for SmartSalary.

Best wishes

For Chris,

Once again, MY APOLOGIES!!!!! for getting aggressive towards you, no animosity towards meant to you, just the frustrations coming all at once, no excuses.

You handled the situation very well and stayed calm and composed and resolved the problem in a professional manner, well done mate. I wish you an excellent future in your current career, the call centre have picked a excellent worker in yourself, keep it up, you’re a credit to the company, especially dealing with irate d***heads like myself.

Much appreciated for your assistance,
J. Pilitati


I am really impressed with the immediate emails that come back confirming any contact with SmartSalary. I work in a call centre environment and would love to know how you manage this high level of communication from within your systems.

If someone is able to contact me to discuss it would be much appreciated.

Pauline, Communications Health Corporate Network


Hi Scott,

Thanks for your email. I believe my mum has contacted you and sorted out adjustments etc.

Thank you so much for your help, you have been the single most helpful person that I have spoken to during this process. I’m glad I’ve finally heard back from you. I have been waiting for weeks for a bill regarding my excess etc

We will be writing to SmartSalary to let someone know how fantastic you have been.

Thank you,

L. Sparg


Hi Con,

I just wanted to write a quick note to tell you how impressed I have been with the service provided by Klaus. Not only has he completed the necessary paperwork efficiently, but he has communicated with me numerous times, even after hours.

More importantly though, he was able to provide me with some advice about my lease, which went on to effectively save me $4,500. I was very grateful for this advice.

I hope this goes some way to ensuring Klaus gains the recognition deserved.




Dear Leanne,

We would like to express our sincere appreciation for the outstanding quality of customer service assistance we have received from Brad over the past few months.

Brad has consistently provided prompt, courteous and effective client service to us in our dealings with SmartSalary. He is truly an asset to your organisation.

Could you please pass on our sincere appreciation to Brad.

Yours sincerely,
M. Cooper


Dear Pablo and Team,

Thank You!

Appreciate your expertise and assistance with my salary packaging.

Kind Regards,


Katie, oh my goodness, you are so quick. Thank you so much. Very happy with your service. Thank you


Thank you John.

That is extremely helpful of you.

I will complete the cessation form and fax it back to you asap.

May I also take this opportunity to say how efficient and prompt SmartSalary have been during all my dealings with you.

With kind regards,
V. Savage


Hi John,

Thank you for getting back to me and for sorting the issue promptly. I appreciate it as I am going overseas and was relying on the money to pay accommodation due etc.

Thank you also for ensuring that it won’t happen again and fixing the root cause of the problem – the additional account.

Have a nice day.

Kind Regards,


Thanks Leanne

I hope you are substantive and are remaining in this position for some time.

Just good to find someone who is prompt and on the ball.

Thanks again and I’ll be in touch once I have money in my account to claim the fuel etc we discussed earlier.

Kind regards,
S. Lewis


Thanks heaps for your assistance on this problem. You guys are great to work with and have been quick to follow up any of my requests.

C. Edwards

Alison, I would like to compliment you on your awesome customer service. Thank you for supplying the extra information that I didn’t even ask for (or realise was relevant to me). You deserve a pat on the back!
O. Ford


Hi Chris,

Thank you for your prompt, comprehensive and professional reply – you make it so easy for us!

Thanks again,



To Whom It May Concern:
I’m not sure if this is the appropriate format, but I would like to pass on some positive feedback from my call earlier today to the SmartSalary Customer Service Centre.

I spoke with Pablo regarding a couple of emails I had received concerning my salary packaging arrangements and he was very helpful, provided adequate information for me to progress with my claim and was very patient and clear on what was required. Well done!
E. Turner

I would like to thank all the Health team members for excellent and friendly service.
B. Keane

Morning Solei,

Well it’s all done – dealer happy, Smartsalary happy and customer happy.

I would like to formally thank you for your outstanding customer service tome throughout this deal. All interactions with you, and with the Smartsalary team, have been delivered on time, done right and done with a smile :-).

I have appreciated your regular updates on the progress of the deal, your ownership of my deal and especially you taking on board [and solving!!] a few last minute hiccups with the deal to ensure delivery will be effected on time.

This is the third vehicle I have had with Smartsalary, and after having dealt with numerous other companies over the past 10 years, it never ceases to amaze me how easy it is to deal with your company.

Well done Solei, this style of service is unfortunately few and far between in this day & age. Please feel free to pass my thanks and appreciation to the broader Smartsalary team.

M. Phelps

The agent I spoke to was unreal. I have just been telling a friend about him. Not only did he answer my questions he was sensible enough to try and read into other non verbal cues. If you gave awards, I would recommend him for one. You should be training Telstra call centre staff!
E. Osei

Deven Billimoria
Chief Executive Officer

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