Reader’s Digest Australia December 2021

RD Recommends Podcasts PHOTOS: AUDIOBOOKSTORE.CM; PODTAIL.COM; CANTWAITFORCHRISTMASPOD.COM; GINA TRIPLLETT RD Talks: You’ll Be A Man, My Son “If you can dream – and not make dreams your master...” Behind the inspirational poem ‘If’ by Rudyard Kipling lies the story of a father’s love and a son’s sacrifice. Can’t Wait For Christmas In a busy world, there’s peace in seeking out simple, traditional pleasures. This is the place to discover the top five Christmas songs to sing at karaoke and recipes for Rudolph pancakes and candy cane pizza, and learn about a new party game – the White Elephant Christmas Exchange. Stay Away From Matthew MaGill The final months of Matthew MaGill’s life were spent homeless, living under a tarpaulin in the woods. All he left behind was a box filled with personal papers and photos that portrayed an incredible life. Using the artefacts in the box, award-winning journalist Eric Mennel tracks down MaGill’s life story. Pride And Prejudice Several different audio readings of Jane Austen’s universally acknowledged 1813 Audio romantic comedy about Elizabeth Bennett’s Book and Mr Darcy’s search for love can be found on YouTube. To enjoy the social trials and triumphs of the Bennett family, search for ‘Pride and Prejudice’ on YouTube or in a search engine. HOW TO GET PODCASTS To listen on the web: In a search engine, look up ‘Stay Away From Matthew MaGill’, for example, and click on the play button. To download: Download an app such as Podcatchers or iTunes and simply search by title. TO LISTEN TO RD TALKS GO TO www.readersdigest.com.au/podcasts and click on the play button. readersdigest.com.au 149

Meet the Author Nicky Pellegrino Author of Tiny Pieces Of Us Nicky Pellegrino has an Italian was inspired by a similar notion. PHOTOS: COURTESY ORION father, grew up in England “I was intrigued by the idea of and now lives in New Zealand. getting a second chance at life. Her childhood summer holidays What would you do with it? There were spent in Italy and those days is a whole amazing journey that continue to serve as an inspiration organ recipients go through. Their for her writing. lives are saved but they are also changed.” Pellegrino continues Pellegrino started her first novel while working as the editor of New to juggle writing fiction for Zealand Women’s Weekly. “I had publications like always wanted to write a book,” Listener and she says, “but thought I didn’t have Women’s Weekly the time ... Then I had one of those with freelance ‘seize the day moments’. I was at journalism. work and received an email that She lives in said a woman I knew quite well had Auckland with been diagnosed with a brain tumour husband Carne and didn’t have long to live. That and a menagerie woke me up. I realised none of us of dogs and know what’s round horses. the corner ... so if you really want to do something you have to get on with it now. I went home that night and began writing my first novel Delicious.” Tiny Pieces Of Us, Pellegrino’s 12th novel, You’ll find the condensed version of Tiny Pieces Of Us in the latest release of Reader’s Digest Select Editions. To join the Select Editions Club, phone 1300 300 030 or go to readersdigest.com.au/selecteditions. 150 december 2021

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THE Darcey Croft owns around ILLUSTRATION: GETTY IMAGES GENIUS AU$300,000 of cryptocur- SECTION rency that she can’t spend. “Back in 2012, I bought Sharpen Your five Bitcoin,” explains Mind Croft, 42, creator of the sustainable platform Barenaturals.com. “At the The New time I had five passwords I used for Science Of everything but, a few years later, when one bitcoin had hit AU$5000 PASSWORDS and I decided to cash out, I’d forgot- ten which one I’d used. When I got Here’s how to create locked out I thought I could just reset passwords that are things – only to discover that digital harder to hack – and wallets are so secure not even the easier to remember company I set it up with could unlock it. They’re now just sitting there.” BY Helen Foster According to a 2021 study by pass- 152 december 2021 word manager Bitwarden, like Croft, 59 per cent of us rely on our memory to ‘store’ our passwords (leading to 14 per cent of us needing to change them at least once a week). However, if a password is simple enough for us to remember, it’s usually easy to crack. “Passwords are hacked in three main ways – someone sees you enter- ing it, someone knows enough about you to guess it or, they use complicat- ed computer software to hack it – and the way we set passwords can make this more likely,” says cybersecurity specialist Professor Lorrie Cranor from Carnegie Mellon University in the US. According to calculations by data security company Hive Systems, the world’s most commonly used pass- word, 123456 can be hacked in less

The Genius Section than a second. But even if you’re normally relates to material goods, sure your own combination is far but in 2019 researchers found it also more secure, don’t bank on it. “When applies to passwords. The defensive prompted to create what we think are response it causes makes us less likely complex passwords most people make to break our bad password habits. mistakes,” explains Professor Cranor. “They either create one complex pass- So, how do you create the perfect word and use it everywhere, or change password? passwords in predictable ways. For example the most common number Well, for starters, forget choosing a used is one, the most common spe- pass‘word’, it naturally creates short- cial character is the exclamation mark er, easier-to-hack ideas. “Instead, we and when asked to use a capital letter, should move towards longer pass almost everyone puts it at the start.” phrases,” says Professor Dillon. While groups like the UK’s National Cyber Many of us also choose passwords Security Centre suggest this should with some kind of connection to be three random words, anything our lives. “If you know my favourite random is harder to remember so in- book is Lord of The Rings, you might stead, Professor Dillon suggests “tak- be able to guess that my password is ing a phrase that is meaningful and based around that,” says Professor easy to remember for you – but isn’t Roberto Dillon, a specialist in emo- easy for others to guess”. You should tional connection and digital media be looking at a phrase of at least ten at James Cook University in Singa- characters, and more if possible. pore. “And if it’s the most common phrase from that book, ‘oneringto However, using complete words in rulethemall’, it’s even easier to guess.” your passphrase still puts you at risk Particularly as those ‘fun’ quizzes on of what’s known as ‘dictionary hack’ social media about your favourite where hackers use software that cross- movie or family names can be used checks every word in the dictionary for password farming. against a password. So, once you’ve found your phrase, there are two more The problem is that changing pass- steps to boost its security. words, particularly if we are told to follow specific rules, creates a strong The first is to turn your phrase into negative emotional reaction that letters. So, say you loved The Rocky makes us resistant to change. Known Horror Picture Show as a teenager and as ‘the endowment effect’, this way your current password is timewarp17 of thinking where if we already own (eight lower case letters, two numbers something we don’t want to upgrade – cracked in about a day), you could it – even if the alternative is better – change that to the first line from the song, ‘It’s astounding! Time is fleeting. Madness takes its toll’ and using the readersdigest.com.au 153

READER’S DIGEST first letters of each word (complete telling your brain that it’s important, with capitals and an exclamation which primes it to remember. Then mark) you create Ia!TifMtit. Your hack sing or say the password out loud time goes up to a year. (when alone!) a few times and create a visual image of it. Adding numbers will boost this further so add the film’s release date “Then repeat it a few times over the 1975 (easily googled if you forget) and next few days which helps move it you’ve got Ia!TifMtit1975 – and that, from short-term memory to the part according to website How Secure is dedicated to longer-term recall.” Your Password, would take two hun- dred million years to crack. “Split the So, that’s one password done, but, number between the first words and now what? “Use that password as your it’s even harder,” says Professor Dillon. master password on password gener- ator,” suggests Professor Cranor. “Pass- “The more parts of the brain you word managers (like LastPass) are involve in creating your password the programs that generate difficult pass- more likely you are to recall it,” says words for every site you access but Professor Lucy Palmer, a specialist in only require you setting and remem- memory from the Florey Institute of bering one master password to access Neuroscience and Mental Health in them. Many people don’t trust them, Melbourne. “And using more than one but with a good master password, of your senses does this.” they’re far more secure than anything your brain can come up To retain a passphrase, therefore, with,” she says. she suggests first, focusing on it and PASSWORD CLICHES HACKERS LOOK FOR THESE PATTERNS IN PASSWORDS FIRST. HOW MANY DO YOURS HAVE? * Keyboard walking: names or the word you enter your ‘love’. password. Simple patterns on a keyboard like qwerty, * Repeating * Predictable 123456 or qazwsx – the first diagonal letters. characters: placements: Not only is this Don’t use capital letters * Common words: commonly written into only at the start of your hacking programs, it’s phrase or only add These include the very easy to spot if special characters or names of sports teams, someone is watching numbers at the end. swearwords, city 154 december 2021

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READER’S DIGEST PUZZLES Challenge yourself by solving these puzzles and mind stretchers, then check your answers on pages 160.    Crosswise  Test your general knowledge.   DOWN    1 Ghosts (8)    2 Frozen treats (4) 3 Military rebel (8)  4 Adolescents (5) 5 Windcheater (5)      6 Brine-cured (6) 7 Instrument of  torture (10) 8 Sir Frederick ---,    choreographer (6) 15 Dry red Italian    table wine (7) 16 Page (4)    18 Birthplace (10) 22 Hairy man of  Genesis (4) 24 Frightening (8)   25 Pet birds (8) 27 Commands (6)  28 Posts (6) 31 Time being (5) ACROSS 23 Cloth (6) 32 Elected (5) CROSSWORD: CROSSWORDSITE.COM 26 Go under (4) 35 Journey (4) 4 Ribbons (5) 27 Ukrainian Black Sea port (6) 9 Visible image (7) 29 Formerly Formosa (6) 10 Pains (5) 30 Part of a military uniform (5) 11 Register (5) 33 Wide river-mouth (5) 12 Pad (7) 34 Popular house pet (7) 13 Entice (5) 36 Martial art (5) 14 Fish covering (5) 37 Wash lightly (5) 17 The Desert Fox (6) 38 Morning (7) 19 Microphone inventor (6) 39 View (5) 20 Pyramid site (4) 21 Literary ridicule (6) 156 december 2021

Puzzle BRAIN POWER Answers brought to you by PAGES 160 \"Write, Erase, Rewrite\" 42 1 9 31 9 86 852 4 93 6 524 74 5 31 8 2 87 Sudoku HOW TO PLAY: To win, you have to put a number from 1 to 9 in each outlined section so that: • Every horizontal row and vertical column contains all nine numerals (1-9) without repeating any of them; • Each of the outlined sections has all nine numerals, none repeated. IF YOU SOLVE IT WITHIN: 15 minutes, you’re a true expert 30 minutes, you’re no slouch 60 minutes or more, maybe numbers aren’t your thing To enjoy more puzzles and interactive games, go to www.readersdigest.com.au/games-jokes

READER’S DIGEST FAMILY FUN Puzzle Answers PAGES 160 Spot The Difference There are ten differences. Can you find them? Folded Cube ILLUSTRATION: (DINOSAUR) GETTY IMAGES When the shape below is folded to form a cube, which is the only one of the following that can be produced? AB C DE 158 december 2021

The Genius Section TRIVIA Test Your General Knowledge 1. What is the name of the extremely 8. When Israel’s spacecraft violent South Korean drama series Beresheet crash-landed on the that reached No 1 on Netflix? 1 point moon in 2019, what was it carrying 2. What former name did Thailand that may have since become the revert to from 1946 to 1948, after first lunar life form? 2 points which it again reverted to Thailand? 9. Why is Russia’s October 1 point Revolution of 1917 commemorated 3. Which Australian prime minister in November? 1 point was also a Rhodes Scholar and one- 10. Who is the only US president to time holder of a world record for have been awarded a Pulitzer Prize? drinking beer? 2 points 2 points 4. Saffron can be more expensive 11. In 2020, sailor Bert ter Hart than gold by weight. True or false? became the first person from 1 point North America to sail around the 5. What is the hardest substance in world alone using what method of the human body? 1 point navigation? 1 point 6. Which New 12. What unusual Zealand city has the passengers took highest population? the very first hot air 1 point balloon ride in 1783? 7. The 2020 Nobel 1 point Peace Prize was 13. Vampire squids, awarded to which goblin sharks and PHOTO: GETTY IMAGES organisation whose 14. Facing an excess of fangtooth fish are mascot is a dog all members of what named Foxtrot? oranges, what did the city of specific ecosystem? Seville do with its fruit waste 2 points 1 point earlier this year? 3 points 16-20 Gold medal 11-15 Silver medal 6-10 Bronze medal 0-5 Wooden spoon ANSWERS: 1. Squid Game. 2. Siam. 3. Bob Hawke. 4. True. 5. Tooth enamel. 6. Auckland. 7. World Food Programme. 8. Tardigrades (microscopic water bears). 9. Russia used the Julian calendar in 1917 but now uses the Gregorian calendar. 10. John F. Kennedy in 1957, for Profiles in Courage. 11. Celestial navigation (charts and sextant). 12. A sheep, a duck and a rooster. 13. Deep sea environments. 14. Create electricity. readersdigest.com.au 159

READER’S DIGEST PUZZLES ANSWERS From Page 156 Crosswise 1S 2 I 3M 4 T A 5P E 6S 7 T 8A 9P I C T U R E A 10A C H E S Sudoku E E T 11E N R O L U H 697 48 2 3 5 1 51 8736492 12C U S H I O N K 13T E M P T 4231 59786 852341 679 T N 14S 15C A 16L E B O 96427581 3 371 968524 17R O 18M M E L H 19E D I S O N 7495231 68 1 85694237 E O E 20G I Z A C 23681 7945 21S A T I R 22E A 23F 24A B R I 25C H 26S I N K L E A 27O D E S 28S A T 29T A I W A N R R 30T U 31N I 32C R A 33D E L T A O 34H A M S 35T E R E A 36K E N D O I R I ILLUSTRATION: GETTY IMAGES; CROSSWORD: CROSSWORDSITE.COM 37R I N S E C 38S U N R I S E S D 39S C E N E G P S Folded Cube Spot The Difference The Answer is C C 160 december 2021

The Genius Section WORD POWER Two-faced Terms English dictionaries have many contranyms, or words with contradictory definitions BY Samantha Rideout 1. cleave – A: loosen or tighten. C: precisely or vaguely. B: sharpen or make dull. C: adhere or split. 9. moot – A: together or apart. B: subject to debate or irrelevant. 2. table – A: climb a mountain C: well maintained or neglected. or traverse a plain. B: consume or abstain. C: present something 10. peruse – A: examine casually or for consideration or postpone carefully. B: use once or as many consideration. times as possible. C: choose or be indecisive. 3. overlook – A: regard with suspicion or with optimism. B: oversee 11. discursive – A: rambling or or fail to see. C: see well or poorly. proceeding logically. B: friendly or hard to get along with. 4. ravel – A: grow louder or softer. C: unwritten or written by hand. B: disentangle or entangle. C: appear or disappear. 12. nonplussed – A: fluffy or flat. B: sufficient or needing more. 5. anabasis – A: foundation that is C: perplexed or unbothered. solid or shaky. B: military advance or retreat. C: swampland or desert. 13. screen – A: conceal or show. B: curse or blessing. C: foresee 6. quiddity – A: planned purchase or or deny as a possibility. impulse buy. B: trivial distinction or essence. C: flexibility or stiffness. 14. nervy – A: audacious or nervous. B: charming or annoying. 7. flank – A: stretch or compress. C: shaky or steady. B: show off or remain humbly quiet. C: attack the side or guard the side. 15. sanction – A: make sacred or profane. B: officially approve or 8. literally – A: figuratively or impose a penalty upon. actually. B: messy or tidy. C: increase or decrease. readersdigest.com.au 161

READER’S DIGEST Answers 9. moot – B: subject to debate or irrelevant. The health effects of 1. cleave – C: adhere or split. The vaping were a moot topic, but for stump cleaved to the ground, so non-smokers, the debate was moot. Violetta cleaved it with an axe. 10. peruse – A: examine casually 2. table – C: present something or carefully. After quickly perusing for consideration or postpone the menu, Aayiz perused Farah’s consideration. Kim tabled a texts for clues about her feelings growth strategy, but the board for him. tabled it until later. 11. discursive – A: rambling 3. overlook – B: oversee or or proceeding logically. When fail to see. Efraín was so busy Malcolm’s boss called his report overlooking the renovations that discursive, he wasn’t sure if it was he overlooked his son’s academic clear or confusing. struggles. 12. nonplussed – C: perplexed or 4. ravel – B: disentangle or unbothered. Mike was nonplussed entangle. Julia’s experience by the rude customer but gave his ravelling out fishing nets didn’t employees a nonplussed smile to help with her ravelled necklace. assuage them. 5. anabasis – B: military advance 13. screen – A: conceal or show. or retreat. The mercenaries’ Curtains screened the stage where anabasis was repelled, forcing the film had screened. them into a perilous anabasis towards home. 14. nervy – A: audacious or nervous. Liz’s nervy habit of 6. quiddity – B: trivial distinction contradicting the boss made her or essence. Quiddities such as colleagues feel nervy around her. spelling errors aside, Jo’s essay captured the quiddity of grief. 15. sanction – B: officially approve or impose a penalty upon. The city 7. flank – C: attack the side or sanctioned new bike lanes and guard the side. Suddenly, highway agreed to sanction drivers who robbers flanked the soldiers didn’t respect them. flanking the carriage. VOCABULARY RATINGS 8. literally – A: figuratively or 5–9: Fair actually. “I’m literally blown 10–12: Good away,” said Fang about a biscuit 13–15: Word Power Wizard that was literally head-sized. 162 december 2021

★ ★ 2022 • Vo ted by Australia ns • 2022 ★ ★ ★★ QUALITY SERVICE AWARDS 2022 See the brands Australians have voted as offering the best service in the country www.qualityserviceawards.com.au www.qualityserviceawards.com.au 163

2022 QUALITY SERVICE AWARDS ted by Australia ted by Australia ★ ★ 2022 • Vo ★ ★ 2022 • Vo ns • 2022 ★ ★ ns • 2022 ★ ★ ★ ★★ ★ QUALITY SERVICE AWARDS 2022 This year has been a tough one for customer service staff. But overwhelming professionalism proves that great quality service is at the heart of any successful business FOR THE EIGHTH CONSECUTIVE Our winners can celebrate the fact PHOTO: GETTY IMAGES that this award means Australian YEAR, Reader’s Digest can reveal consumers genuinely value their which organisations and businesses products and services and that sets are getting the big ticks from them apart. Australian consumers. The results will tell you, for We again commissioned an example, that Budget is a great independent survey with a focus choice when you’re looking for entirely on customer service. rental cars; and it’s a big thumbs Those doing an exceptional job are up to Naked Wines in the wine recognised by way of our annual subscriptions/clubs category. If Quality Service Awards. 164 readersdigest.com.au www.qualityserviceawards.com.au

you are not happy with your current STAFF STRENGTHENED internet service provider, then head RELATIONSHIPS WHILE over to Aussie Broadband, or if it’s an accountant you need, then H&R DEALING WITH Block is the way to go. INCREASED CALL One trend that became apparent VOLUMES in surveying the progress of customer service departments over building on the relationships with the past year was the importance those on the other end of the phone winning companies placed on or messaging service. empathy. The managers in charge of Throughout the pandemic, customer service teams learnt while dealing with increased more about their staff and their call volumes, customer service families. Companies and business departments continued to which stood solidly behind their strengthen relationships. While employees, those that listened sorting out customer issues, and to them and acknowledged their chatting to sometimes less-than- patient customers, they focused on www.qualityserviceawards.com.au 165

2022 QUALITY SERVICE AWARDS FRONTLINE STAFF answer difficult questions on a PHOTO: GETTY IMAGES WORKED TIRELESSLY variety of issues. IN SPITE OF PERSONAL Respected independent market CHALLENGES research agency Catalyst Consultancy & Research conducted this survey concerns, were rewarded with across 38 categories in the retail increased loyalty. and services sector. The range of service providers looks at sectors Customer service agents were as diverse as meal delivery services, empathetic in their approach, cruise operators, superannuation and resolving tricky issues and building funeral insurance. emotional connections in the process. Those companies that had Category winners can feel been investing in purpose-built especially proud of their knowledge management systems achievements, coming off the back were able to use them to quickly of one of the most challenging years in history, as pandemic fatigue, fears 166 readersdigest.com.au and frustrations have been at an all-time high. Staff on the frontline had to field the complaints, despair and anger felt by consumers, and worked tirelessly in spite of their own restrictions and personal challenges. These efforts will be rewarded twofold, as Australians are quick to reward exemplary service with repeat custom and word-of-mouth recommendations via social media and traditional means. With the stakes never higher for businesses to connect with and nurture relationships with existing and new consumers, singing the praises of those companies providing exemplary customer service couldn’t be more important. And here at Reader’s Digest we couldn’t be happier to do just that. www.qualityserviceawards.com.au

Survey Methodology We commissioned each organisation „ CONSISTENCY: Did independent market from one to ten across the company deliver research agency five key pillars of ongoing quality Catalyst Consultancy customer service: service? & Research to survey a To calculate each representative sample „ PERSONALISATION: company’s Quality of 2500 Australians. How well was the Service Score (QSS), company able the average score of To build a brand to provide the the five key pillars list reflective of consumer with was determined, today’s market, an an individualised and then multiplied initial survey was customer by ten to obtain a conducted with a experience? metric score out of representative sample „ UNDERSTANDING: 100. The highest of 500 Australians, How effectively was rated company in who were asked the company able each category was which companies they to demonstrate a awarded the status have had previous genuine insight of Gold Standard experience with into the customer’s Winner, with the across 38 categories. needs? second-highest rated „ SIMPLICITY: How company awarded In the second quick and easy the status of Silver survey, completed was the process of Standard Winner. This by approximately dealing with the prestigious award 2000 Australians, company? recognises companies data was captured „ SATISFACTION: that truly understand on which of those To what level did consumers’ needs. companies across the the company 38 categories had meet or exceed Turn over to see which provided the highest the customer’s companies Australians levels of customer expectations? voted as offering the service over the past nation’s finest customer 12 months, rating service. www.qualityserviceawards.com.au 167

2022 QUALITY SERVICE AWARDS QUALITY SERVICE CATEGORY WINNER SILVER Accounting & Tax Services +H&R BLOCK +Etax Accountants Aged Care & Retirement Villages +Uniting +Australian Unity Airlines +Air New Zealand +Emirates Bank Of The Year +NAB Car Insurance +AAMI +Budget Direct Car Rentals +Budget +Hertz Car Service +Toyota +Mazda Chemists/Pharmacies + Chemist Warehouse +Priceline Cruise Operator +Princess Cruises +P&O Cruises Customer-Owned Bank Of The Year +Qbank +Red Energy Electricity Providers +Australian Seniors Funeral Insurance +Ergon Energy +AGL Gas Suppliers +Real Insurance +Mitre 10 Hardware Stores +Red Energy +HBF Health Insurance Providers +Bunnings +Bay Audiology Hearing Services +HCF +Intrepid Holiday Tour Operators +Hearing Australia +Allianz Home & Contents Insurance +Scenic +Baptcare Home Care Services Vic/Tas +APIA +Mecwacare 168 readersdigest.com.au www.qualityserviceawards.com.au

ted by Australia ted by Australia ★ ★ 2022 • Vo AWARDS 2022 ★ ★ 2022 • Vo ns • 2022 ★ ★ ns • 2022 ★ ★ ★ ★★ ★ CATEGORY WINNER SILVER Home Care Services NSW/ACT +Australian Unity +RSL LifeCare +Better Living Homecare Home Care Services WA +Silver Chain +Wesley Mission Home Care Services Qld +Anglicare Southern Qld +ACH Group Home Care Services SA/NT + Royal District Nursing +iiNet Service (RDNS) +Allianz +Lite n’ Easy Internet Service Providers +Aussie Broadband +Optus +IGA Life Insurance +AAMI +OPSM +StarTrack Meal Delivery Services +HelloFresh +RSPCA Pet Insurance +First National Mobile Phone Service Providers +ALDImobile +National Storage +Oaks Online Supermarkets +Woolworths +CareSuper +Budget Direct Optometrists +Specsavers +Tyrepower +Get Wines Direct Parcel/Carrier Services +Australia Post Pet Insurance +Real Insurance Real Estate Agencies +Century 21 Self Storage +Storage King Serviced Apartments +Meriton Suites Superannuation +AustralianSuper Travel Insurance +Allianz Tyre Retailers +Bridgestone Select Wine Subscriptions/Clubs +Naked Wines www.qualityserviceawards.com.au 169

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Voted by Australians • 2022 ★ ★ GOLD Accounting & Tax Services Accounting & Tax Services ★★ H&R BLOCK WHO DOESN’T WANT A SIMPLE pandemic impacted the way H&R Block usually conducts business. streamlined process at tax time? To get around the face-to-face H&R Block understands that tax time restrictions, the company introduced can be a stressful time for many, so the telecommunications appointments company does its utmost to ensure this year, enabling clients to not only that its clients receive the complete their tax returns with maximum tax refund they are entitled competent H&R Block consultants to, but that completing their tax over the phone. returns is as stress-free as possible. During the year, H&R Block holds To add value to the client monthly training sessions for staff on experience, H&R Block implements industry updates and any changes new programmes every year, and stays in touch with clients even H&R Block does its utmost outside of tax season to make to ensure clients receive sure they are aware of any tax the maximum tax refund in implications that may affect them, a stress-free manner and keep them abreast of any new updates or changes. to tax laws. It also holds mandatory pre-tax season training for all staff As part of its ongoing initiative and consultants to ensure they to build brand loyalty, H&R Block are well prepared to start serving ensures staff exceed their service customers and provide a top-notch offering and expectations each service. year. Like most businesses, the In 2022, H&R Block will continue to make improvements to its digital transformation, such as innovative tech solutions to recreate the in-store experience online. OVisit www.hrblock.com.au 170 readersdigest.com.au www.qualityserviceawards.com.au

Get your maximum tax refund guarantee at H&R Block In-office and over the phone appointments available with our tax experts. Book your next tax return appointment TODAY! 13 23 25 hrblock.com.au

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ GOLD Car Rentals ★★ Car Rentals BUDGET A WELL-ROUNDED TEAM is what them to provide their feedback. elevates Budget car rentals to the next “Providing the survey straight after the level in quality service. From customer rental allows customers to give instant support right across the Pacific, to opinions on their experience with contact centre teams and location Budget,” says Tom Mooney, Managing staff, every member is provided with Director at Avis Budget Group. “If the in-depth training to understand all score is low, a rental agent from their aspects of the business. From product location will call the customer directly knowledge and marketing initiatives, to ask how we might improve the to the wide variety of car makes and experience for them next time.” models in the Budget fleet, employees are kept up to date to effectively Providing customers with the serve customers and ensure their survey in this way has given Budget experience is simple and hassle-free. a high net promoter score (NPS), a metric used in customer experience All businesses at times experience programmes. Other opinions customers who are not satisfied. customers are asked to provide To keep on top of any negative include what vehicles they would like experiences, Budget emails added to the fleet. customers a rental survey straight after returning their car, and asks To get customers on the road faster, in 2020 Budget introduced the digital check-in. This feature lets customers enter the information online that would normally be asked at the check-in counter. Digital check-in also allows customers to collect their vehicle with minimal contact with rental staff – a practical add-on during the ongoing pandemic. OVisit www.budget.com.au 172 readersdigest.com.au www.qualityserviceawards.com.au

GGEOTOTODTSHTEUFF Gardeetvneotannltsut.hrGeeesrtootaoodntefhareswtgeiotrhoadBnudsdttugofefy.to’suhrafsasmlei-lyfree budget.com.au

2022 QUALITY SERVICE AWARDS  +  +  2022 ࠮ Vo ted by Australia ns ࠮ 2022 +  +  & RetAirgeemdeCntaVreillages SILVER + + Aged Care & Retirement Villages AUSTRALIAN UNITY ESTABLISHED IN 1840, Australian guiding principle of our holistic model Unity was the country’s first member- of care called Better Together®. owned wellbeing company, delivering health, wealth and care services. “This model of care creates a sense Being a member-governed company of connection and community for (or mutual) gives Australian Unity the residents and is expressed in built freedom to invest money back into form through the creation of small the services and solutions that matter households with higher staff-to- most to its members. resident ratios, and is consistent with the Aged Care Royal Commission’s Starting out as a provider of recommendations.” retirement living through the acquisition of existing retirement Consistent with Australian Unity’s communities, Australian Unity has pursuit of accelerated-growth grown to become a developer of new opportunities in healthy ageing retirement communities throughout precincts, the mutual recently acquired New South Wales, Victoria and the Greengate retirement and aged- Queensland, as well as a provider care business, comprising three of aged care, home and disability established co-located communities services. – two in Sydney and one in Brisbane. Australian Unity has also acquired a Beverly Smith, Executive General prime development site in Brisbane Manager of Residential Communities, that has already been approved said community connectedness is for a vertical retirement village and one of the seven pillars of Australian residential aged-care precinct. As with Unity’s Wellbeing Index and is a most of the existing Australian Unity portfolio, the Greengate precincts will offer continuum of care options and operate on the small-household model. Ow ww.australianunity.com.au/ readersdigest 174 readersdigest.com.au www.qualityserviceawards.com.au

Join a community that celebrates ageing It’s important to look after your wellbeing as you age. It’s why our Better Together® model of care UZYX^TZW\\JQQGJNSL‫ܪ‬WXYXT^TZHFSPJJUJSOT^NSL the life you always have. Learn more at australianunity.com.au/readersdigest

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ GOLD Cruise Operator ★★ Cruise Operator PRINCESS CRUISES THE MULTI-AWARD-WINNING exclusively remote working model CUSTOMER SERVICE TEAM from while maintaining Princess® delivers the highest levels its core objective of of service at sea and on land, and supporting the cruise has stayed true to its commitment line’s valued guests. throughout the challenges faced by the travel and tourism sector. Princess The Customer places great importance on caring Service Team for guests, whom they consider part transitioned efficiently of the wider Princess family. That to empathetically includes sharing experiences, both at managing and sea and shore side, as the cruise line handling increased aims to deliver a memorable cruise call volumes from guests whose travel holiday for its guests. plans were impacted by the pause in operations. The Princess Australia The Princess Customer Service team invested in specific in-house Team adapted to a new way of training and ran regular briefings working during the worldwide pause to ensure the team had the latest in cruising. Building on its existing information to ensure guests could solid ‘work from home’ platform, be very confident that their cruise the team seamlessly adapted to an cancellations or future cruise bookings were being managed well. As Princess looks forward to the resumption of cruising in Australia, it continues to focus on its core values of sustainability, compliance, health and safety and delivering excellent customer service. OVisit www.princess.com 176 readersdigest.com.au www.qualityserviceawards.com.au

Enjoy everything from TrulyTouchlessTM experiences, to locating your loved ones anywhere on the ship, as well as enhanced service like having whatever you need, delivered. You can enjoy the convenience and connectedness of MedallionClass no matter where you sail, as the technology will be available on all WLMTWMRXLI4VMRGIWWKPSFEPƥIIXYTSR resumption of service. Stay connected and spend more time doing what you love on a Princess MedallionClass holiday. For more information visit princess.com/ocean

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ SILVER Cruise Operator ★★ Cruise Operator P&O CRUISES GENERALLY, motivated employees team is an empowered team and we who feel valued deliver better service will continue to improve this going to customers, who in turn will feel forward,” said Sophie Linossier, respected and remain loyal to the Director – Guest Experience, brand. This is certainly true for Customer Service. P&O Cruises. P&O Cruises has also recently To ensure guests always feel special, invested heavily in customer the company has designed a customer analytics technology to further service strategy that focuses its understand customer sentiment efforts in areas where guests feel most and identify issues. valued. It is no secret that P&O Cruises, P&O Cruises has invested in a along with all those in the tourism knowledge-management system sector, was severely impacted by the that has elevated its ability to deliver pandemic. During this downtime, knowledge quickly and consistently Australia’s homegrown cruise line has to staff, especially customer-facing focused on showing compassion: to employees, and make sure vital staff, suppliers and, most importantly, information is filtered through to front- guests. Proactively building and line teams promptly. “An informed maintaining trustworthy relationships and mutual regard is all part of how P&O makes its guests feel appreciated. Passengers who had booked a P&O holiday that was impacted by the pause in cruising were promptly given a range of options – a choice of future cruise credits ensuring they were first in line when P&O ships begin cruising, or full refunds. OVisit www.pocruises.com.au 178 readersdigest.com.au www.qualityserviceawards.com.au

Pacific Adventure® and Pacific Encounter are scheduled to join the P&O fleet in 2022, joining the current flagship, Pacific Explorer. Offering many of P&O’s gorgeous signature features, a huge range of accommodation options for young and old, along with some new additions we know you will love. We miss you and can’t wait to welcome you back onboard. BOOK TODAY POCRUISES.COM.AU | VISIT YOUR LOCAL TRAVEL AGENT | CALL 13 24 94 #LIKENOPLACEONEARTH * Waterslides to be available on Pacific Encounter from late March 2023

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ GOLD Funeral Insurance ★★ Funeral Insurance REAL INSURANCE DOES YOUR COST OF LIVING by these costs when you pass away. Simply apply over the phone to set a INCLUDE FUNERAL EXPENSES? benefit amount up to $15,000, and enjoy peace of mind that loved ones While the cost of living is often front will receive a cash payout if you pass of mind for many Australians, there’s away2. another group of expenses that sometimes gets overlooked. End-of- There are no medicals or blood life costs, and more specifically the tests to worry about so getting costs of your funeral, can be just as covered only takes a few minutes. demanding on your family’s budget, Plus, for added flexibility, you can especially if they come unexpectedly. get a payout of 75 per cent of your benefit amount any time after your MoneySmart.gov.au, an Australian 85th birthday, by cancelling your government website that helps policy. Or, you can keep your policy you take control of your money, going after age 85 at no further cost, estimates that a funeral can cost up with an added 25 per cent Bonus to $15,0001, which includes funeral Cover thrown in to help stay on top director fees, the casket, headstone, of any additional expenses that catering and other typical inclusions. your family may need3. On top of this, a loved one who passes away could leave behind To give your family peace of mind, unpaid debts, as well as legal fees get Real Funeral Cover today. surrounding their estate. All up, it can be an expensive and emotional OCall 1300 257 183 or request a ordeal for the people closest to you. quote online realinsurance.com.au But there are ways to assist. By taking out Real Funeral Cover, you can get on with life knowing that your family won’t be affected 1. moneysmart.gov.au/paying-for-your-funeral. 2. Cover is for accidental serious injury and accidental death only in the first 12 months. 3. lf you choose the Early Cash Out Option, you’ll no longer be eligible to claim as this option will cancel your policy and you may receive less than you’ve paid in premiums to date. This is general information only and does not take into account your financial situation. Please consider the Product Disclosure Statement and Target Marketing Determination available from realinsurance.com.au to ensure the product suits your needs. This information is provided by Real Insurance, a trading name of Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079. Real Funeral Cover is issued by Hannover Life Re of Australasia Ltd ABN 37 062 395 484. Terms and conditions apply. 180 readersdigest.com.au www.qualityserviceawards.com.au

Live for today and plan for tomorrow, with Real Funeral Cover ★ ★ 2022 • Vo ted by Australia ns • 2022 ★ ★ ★★ Funeral Insurance With Real Funeral Cover you can help ensure that your loved ones will be protected financially. Choose a cover amount from $3,000 up to $15,0001 Get covered quickly and easily in a single phone call Australian residents aged 18-79 are guaranteed acceptance Get back 10% of the premiums you have paid after 12 months Once you turn 85 your cover continues (until age 100) at NO additional cost to you! Call 1300 257 183 today! Visit realinsurance.com.au 1Cover is for accidental serious injury and accidental death only in the first 12 months. This is general information and does not take into account your financial situation. Please consider the relevant Product Disclosure Statement and Target Market Determination available at realinsurance.com.au to make sure these products suit your needs. All products are promoted and distributed by Greenstone Financial Services Pty Ltd (GFS) ABN 53 128 692 884, AFSL 343079 trading as Real Insurance. Real Funeral Cover is issued by Hannover Life Re of Australasia Ltd ABN 37 062 395 484. Terms and conditions apply. H0 0 51_ Real _ F_ RD _ Q 2 2 2

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ SILVER Funeral Insurance ★★ Funeral Insurance AUSTRALIAN SENIORS SINCE THEY LAUNCHED IN undergo a dedicated training programme 1998, Australian Seniors and are supported have helped protect so they are confident the financial future, in delivering positive valuable assets, and long- customer outcomes. planned retirement of older Australians from By providing multiple all walks of life. Meeting their vision channels for the voice of the customer of providing easy-to-understand to be heard, Australian Seniors are able insurance for the over 50s market, to use all feedback to inform process Australian Seniors’ high-quality and service improvements. This products, award-winning customer assures they are constantly creating service team, and customer-first and supplying the products that approach, have been recognised by Australians over 50 want and need. both their customers and the wider industry. As we still experience the impacts of the global COVID-19 pandemic, Australian Seniors are committed to Australian Seniors have continued to delivering the best possible customer provide support and understanding experience. They understand that to their customers who are suffering customers expect a high level of financial hardship, enabling them service, which is why their dedicated to keep their cover in place through sales, support and claims specialists financial assistance processes. are based in Australia, so customers can be confident they will always be Australian Seniors also offer DARE able to speak with a real person and magazine, a bi-monthly publication not a machine. for the over 50s community with news, advice, interviews and more. The Talent Acquisition team and managers ensure the right personnel OC all 1300 248 703 or visit are working for Australian Seniors, seniors.com.au by looking for personality traits of empathy, compassion and customer advocacy. All new team members 182 readersdigest.com.au www.qualityserviceawards.com.au

Protect loved ones from your funeral costs with Seniors Funeral Insurance  Australian residents aged 18–79 are guaranteed acceptance Quick payout  Choose cover amount that suits you, from $3,000 to $15,000 to your family1  100% of cover amount paid to you if diagnosed with terminal illness2  Award-winning brand for products and service ted by Australia ★ ★ 2022 • Vo ns • 2022 ★ ★ 2021 Funeral Insurance ★★ Funeral Insurance Call 1300 248 703 today or visit seniors.com.au 1 Claims generally paid within one business day from receiving completed documentation. 2 Cover for accidental death and accidental serious injury only in the first 12 months. Terminal illness with diagnosis of 12 months or less to live. This is general information only. Consider the Product Disclosure Statement and Target Market Determination available from seniors.com.au to ensure the product is right for you. Seniors Funeral Insurance is promoted and distributed by Australian Seniors Insurance Agency, a trading name of Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079, and issued by Hannover Life Re of Australasia Ltd ABN 37 062 395 484. Terms and conditions apply. H6198_TSN_FUN_FPC_Q222

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australia ns • 2022 ★ ★ GOLD Holiday Tour Operators ★★ Holiday Tour Operators SCENIC LUXURY CRUISES & TOURS FOR MORE THAN 35 YEARS, the Guests can enjoy a truly personalised proudly Australian-founded company journey, setting their own pace and Scenic Luxury Cruises & Tours has pursuing their interests from a wide worked tirelessly to earn its steadfast selection of Scenic Enrich experiences reputation for curating and delivering and all-inclusive Scenic Freechoice exceptional cruising and touring activities. With Scenic, it’s more than itineraries. Its journeys are designed standard excursions – it’s captivating for travellers who seek immersive and visits to castles and museums led by enriching travel experiences, and five- cultural experts, after-hours and away star luxury service. from crowds, and enjoying privileges other travellers can’t access. Scenic takes its guests through more than 60 countries with its Scenic staff adhere to a consistent broad portfolio of land journeys and customer service strategy of going cruises. Guests can travel on board to the ‘nth degree’. This means the 6-star Scenic Eclipse that has set identifying and attending to guests’ a new benchmark in ocean ultra- wishes, and tailoring experiences. As luxury cruising; or on a 5-star truly everyone’s holiday requirements are all-inclusive river cruise along the unique, Scenic staff are dedicated to spectacular waterways of Europe or providing truly all-inclusive luxury South East Asia; or on handcrafted – so that you can leave your wallet land journeys in such countries as somewhere safe and allow Scenic to Australia, New Zealand and Canada. take care of all the details. An unparalleled guest experience is At the core of the company’s ethos at the heart of everything Scenic does. is an unwavering commitment to innovation and in creating travel memories for guests that they will treasure for a lifetime. OVisit www.scenic.com.au 184 readersdigest.com.au www.qualityserviceawards.com.au

L VE toTRAVEL For over 35 years, Scenic has been revealing the wonders of the world, creating unique luxury cruises and land journeys with our guests at the heart of everything we do. ted by Australia ted by Australia ted by Australia  +  +  2020 ࠮ Vo  +  +  2021 ࠮ Vo  +  +  2022 ࠮ Vo ns ࠮ 2022 +  +  ns ࠮ 2021 +  +  ns ࠮ 2020 +  +  + + + + + + Holiday Tour Operators Holiday Tour Operators Holiday Tour Operators It’s time to reignite your Love to Travel in 2022 and 2023. Scenic’s truly all-inclusive philosophy means that you can experience pure rejuvenation and relaxation on your luxury journey. Unwind and put your trust in our expert teams who will take care of everything, enabling you to reconnect with the world, be immersed in local cultures and discover new horizons once again. To find your next 2022 or 2023 land journey, river or ocean cruise visit scenic.com.au or contact your Scenic Travel Advisor.

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australia ns • 2022 ★ ★ GOLD Home & Contents Insurance APIA ★★ Home & Contents Insurance AS AUSTRALIA’S GO-TO INSURANCE FOR the power of a good conversation. Within an increasingly competitive RETIREES, APIA helps more than half a million retirees protect what matters market, Apia says that going back most. Apia’s home and contents, to the ‘old-fashioned’ way of doing property, car, health and other things is its point of difference – products and services are designed “old-fashioned customer service is to meet the needs of older Australians what we believe in.” With 61% of those because it uniquely understands over 50 saying that they are living their their life-stage – those approaching, best lives, superior customer service transitioning to, or in retirement. is a No. 1 priority for Apia so that its clients can get set up and go and enjoy For over 30 years, Apia has been the good life in retirement. providing great value products and services, striving to offer more choice, Apia has over 130 staff on the affordability and benefits important phones and over 70 throughout its to Australian retirees. As transitioning branch network across Australia. to retirement can be a time of anxiety, A proportion of these consultants are Apia believes that a chat with someone over 50, and therefore better able to who can empathise and understand understand Apia’s customers’ needs can help make this process easier and due to shared life experiences. stress free – “then we stick with you all the way!” OVisit www.apia.com.au Apia customers across Australia can get the right answers to their insurance questions at its specialist contact centres and network of branches. Its consultants are passionate about Apia’s service offering and believe in “Apia consistently supports with empathy and courtesy and ticked all the boxes you would trust in an insurance company that provides experience.” Apia Customer, September 2021 Australian Pensioners Insurance Agency Pty Limited is an authorised representative of AAI Limited the product issuer. Limits, exclusions and conditions apply. Read the relevant PDS before buying this insurance. Call 13 50 50 for a copy. 186 readersdigest.com.au www.qualityserviceawards.com.au

Home Insurance Options for where you live House, Apartment or Village KAY COTTEE AO First woman to sail solo, non-stop and unassisted around the world Talk to us today 13 50 50 apia.com.au Australian Pensioners Insurance Agency Pty Limited ABN 14 099 650 996 is an authorised representative of AAI Limited ABN 48 005 297 807, the product issuer. Read the Product Disclosure Statement before buying this insurance. Go to apia.com.au for a copy.

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ GOLD Home Care Services NSW/ACT Home Care Services NSW/ACT ★★ AUSTRALIAN UNITY AS AUSTRALIA’S FIRST member-owned and help around the home, through to wellbeing company, Australian Unity companionship and in-house health is committed to ‘Real Wellbeing’ for all care services like nursing.” Australians. Care workers are carefully selected Its promise of Real Wellbeing means for their compassion and commitment so much more than simply physical to delivering high-quality, professional health: it’s about standards of living care. Before they can start working and feeling safe in your home. It’s with Australian Unity, they are your personal relationships and being provided with weeks of additional connected to your community. It’s training and receive ongoing guidance about what you want to achieve in life, throughout their employment while having the security to get out to ensure they deliver consistent there and do what makes you happy. excellent service. With a track record of having Throughout the pandemic, delivered health, wealth and care Australian Unity has continued to services since 1840, Australian Unity support customers and is proud of its has grown and changed over the COVID-safe measures, such as: years. Today, it supports around 38,000 home care service customers. • low contact sign-up procedures • making vaccination a condition of Nick O’Callaghan, Executive General Manager for Home Care Services, said employment for frontline workers “with a focus on wellbeing, we provide a range of high-quality support • screening customers with questions services, from dignified personal care before every appointment • providing staff with additional training on personal protective equipment (PPE) and infection control, and • equipping care workers with PPE. OV isit www.australianunity.com.au/ readersdigest 188 readersdigest.com.au www.qualityserviceawards.com.au

Real Wellbeing starts with quality home care For over 180 years, Australian Unity has been helping improve the wellbeing of Australians. With our home care services, you’ll get tailor made support, delivered by a team of highly trained care workers and health care professionals. ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ Home Care Services NSW/ACT Enquire now 1300 567 509 ★★ australianunity.com.au/readersdigest

2022 QUALITY SERVICE AWARDS ted by Australia GOLD ★ ★ 2022 • Vo ns • 2022 ★ ★ Home Care Services – Queensland ★★ ANGLICARE SeHrvoimceesC- aQrled SOUTHERN QUEENSLAND FROM CITY TO COUNTRY, COAST TO making the right moves. When clients were asked to rate their services, CATTLE STATION, Anglicare Southern Anglicare proudly achieved 95%-100% Queensland stands proudly by the satisfaction in the categories: side of Queenslanders who want maintaining independence; to grow old in their own homes. respecting privacy; respecting client Anglicare Southern Queensland homes and belongings; improving offers a range of services designed client health; and helping them live to help older Queenslanders live the life they choose. independently, including meal preparation, nursing, home Anglicare recognises each person maintenance and modifications, and in its care is an individual, with their social support. own unique story and diverse needs. Therefore, an individual care plan is With more than 31,800 clients, established for each client at home the COVID-19 pandemic required with their Client Liaison Officer, who a higher level of leadership and listens and assesses to create the services than previously to ensure right care plan from the outset, then clients remained connected, healthy regularly checks in and adjusts it, in and happy. “We developed and consultation with the client and their implemented programmes such as families, when needs arise. Digital Savvy to enable clients to connect with friends, families and Anglicare also includes nursing support services online, reducing in the care management for Home clients’ social isolation and concern Care Package clients with high care for families,” said Sue Cooke, needs, as chronic condition and Interim Executive Director. “And the health management is central to feedback we received tells us we are maintaining independent living. getting it right.” OVisit www.anglicaresq.org.au Anglicare’s Client Voices survey – which enables staff to respond directly to client needs with action plans – also shows that Anglicare is 190 readersdigest.com.au www.qualityserviceawards.com.au



2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australia ns • 2022 ★ ★ GOLD Internet Service Providers ★★ Internet Service Providers AUSSIE BROADBAND AUSSIE BROADBAND HAS A Aussie Broadband’s values – think big, be awesome, have fun, REPUTATION for providing high- no bullsh*t, and be good to people quality internet and sensible – live within the business. “We customer service. It is in the empower our staff to use them business to change the telco game every day when interacting with our in Australia, and make the internet customers,” says Mr Britt. faster and more reliable for all Australians. Its strategy also places emphasis on building better communities. Customers are at the centre of “From this we have a community Aussie Broadband’s business model, impact programme that works with and its customer service strategy groups to make a difference at both is simple: make things as easy as a local and national level. possible for the customer. One of the ways it does this is by providing an “As a result, Aussie Broadband is Australian-based customer service focused on building a company that team. “We are proud to base our is better for our customers, better team entirely in Australia, so our for our people and better for our customers always speak to a local,” community,” says Mr Britt. says Managing Director Phillip Britt. Owww.aussiebroadband.com.au Another way Aussie Broadband provides customers with a great experience is through its innovative, customer-facing tools. Its award- winning MyAussie app equips customers with easy-to-use technology that allows them – at the touch of a button – to access services whenever they need. The company also puts a strong focus on staff’s wellbeing and development, as it strongly believes if you treat your staff right, they in turn will do the right thing by the customer. 192 readersdigest.com.au www.qualityserviceawards.com.au

+  +  2022 ࠮ Vo ted by Australia ns ࠮ 2022 +  +  + + Award winning Internet Service Providers 100% Australian based support. Make the switch today! Call us on 1300 880 905 or visit aussiebroadband.com.au

2022 QUALITY SERVICE AWARDS ★ ★ 2022 • Vo ted by Australia QUOTABLE QUOTES ns • 2022 ★ ★ ★★ WORKING SMARTER IS LEARNING TO PRIORITISE, PLAN AND FOCUS OUR ENERGIES WITH MEANINGFUL INTENT. Michael Thomas Sunnarborg, career coach ‘ ’Delivery services and online Be safe, shopping portals be smart, are consumers’ be kind. new normal – and Dr Tedros Adhanom that’s what they will Ghebreyesus, WHO director general expect from brands even after the virus THE PROBLEM IS THAT is brought under TECHNOLOGY HAS control. BECOME AN EXTRA Sprout Social, software company LIMB FOR SOME OF US. IT’S IMPORTANT Life doesn’t get TO UTILISE THIS easier or more forgiving, we TECHNOLOGY, BUT AT get stronger and THE SAME TIME IT’S IMPORTANT TO KNOW WHEN TO TAKE A more resilient. BREAK FROM IT. Steve Maraboli, behavioural scientist Alex Broches, entrepreneur and author 194 readersdigest.com.au www.qualityserviceawards.com.au



Real Insurance For all life’s moments, we have you covered This is general information and does not take into account your financial situation. Please consider the relevant Product Disclosure Statement and Target Market Determination available at realinsurance.com.au to make sure these products suit your needs. All products are promoted and distributed by Greenstone Financial Services Pty Ltd (GFS) ABN 53 128 692 884, AFSL 343079 trading as Real Insurance. The Insurer for Car, Home, Landlords and Pet Insurance products is The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436 and for Life Insurance products is Hannover Life Re of Australasia Ltd ABN 37 062 395 484. Terms and conditions apply.

ted by Australia ted by Australia ★ ★ 2022 • Vo ★ ★ 2022 • Vo ns • 2022 ★ ★ ns • 2022 ★ ★ ★★ ★★ Funeral Insurance Pet Insurannace With Real Insurance, you can help protect the things that matter most to you! Family Life Cover - Life insurance to help protect your family’s financial future with a cash benefit from $100,000 up to $1 million (depending on your age) Funeral Cover - Help protect your family from the cost of your funeral and other expenses you may leave behind Pet Insurance - Help cover the cost of unexpected vet bills with three different levels of cover to choose from to suit you and your pet’s needs Car Insurance - From our award winning Pay As You Drive Insurance, to our Comprehensive and Third Party insurance products, we provide a range of car insurance products to suit you Home & Contents Insurance - Whether you are looking to cover your house, its contents or your investment property, we’ve got great value insurance options to choose from Call us on 1300 138 621 today! Visit realinsurance.com.au H0 0 51_ Real _ Multi _ RD _ Q 2 2 2

2022 QUALITY SERVICE AWARDS SILVER ★ ★ 2022 • Vo ted by Australians • 2022 ★ ★ Pet Insurance Pet Insurance ★★ RSPCA PET INSURANCE RSPCA PET INSURANCE has a strong can be contacted Monday to Friday, customer-first culture. It believes 8am-8pm (except public holidays), in respectful and honest customer and Saturday, 9am-2pm (AEST). service, and that communication should be simple and easy to To ensure the right customer understand. support consultants are employed from the get-go, the recruitment team To continually improve on their for RSPCA Pet Insurance is dedicated procedures and ensure the customer to what they do and look for people experience is as seamless as possible, who are passionate about customer RSPCA Pet Insurance provides service, putting the customer at the multiple channels – email, phone forefront of everything they do. and social media – for customers to share their feedback and suggestions. To build on these qualities, the Taking a proactive approach in Learning and Development team collecting customer feedback helps provides new consultants with them to understand how they can dedicated training. Once training is improve processes and service for all completed, the consultants move RSPCA Pet Insurance customers. into a team where highly trained managers continue to guide, support Customer-first behaviours and coach each member individually are celebrated across the entire to ensure they are competent business, including in their dedicated in providing positive customer Australian-based call centre, which outcomes. To find out more about award- winning RSPCA Pet Insurance and how you can get protection for your furry best mate, visit their website rspcapetinsurance.org.au. 198 readersdigest.com.au www.qualityserviceawards.com.au