Mr ROSS CAMERON —I recollect that the Minister for Sport and Tourism mentioned yesterday that we could expect four million overseas visitors to Australia this year for the fourth year in a row. I want to reflect on the customer service experience that those four million visitors might receive when they come to this country. Probably it is true to say that the taxi drivers and waiters of Sydney have a bigger impact on Australia's relationship with other nations than the entire diplomatic corp combined.

The reality is that those four million visitors will largely form their view of Australia on the basis of their customer service experience. There have been many leaders in the field of trying to lift the standard of customer service in Australia—for example, my parliamentary colleague the member for Cook who, as head of the Tourism Council of Australia, was a passionate advocate of customer service. There is no doubt that great strides forward have been made in the tourism and hospitality sector.

Mr Adams —Aussie host.

Mr ROSS CAMERON —The Aussie host program is another example. It has run a series of seminars and training programs accrediting the hospitality sector in customer focus.

I want to turn today to one young Australian who has a passion for customer service. His name is Brett Whitford. He is the Executive Director of the Customer Service Institute of Australia. He is working with a single-minded focus and determination to lift levels of excellence in customer service around the country. Brett benefits from the legendry corporate leader and motivator Brad Cooper, who has chairmanship of the institute. They are putting the spotlight on this issue for all of us.

One of the endearing qualities of the Australian character is an egalitarian spirit that says that Jack is as good as his master. We benefit from avoiding the strictures of a rigid class system which has bedevilled some of our European counterparts. The downside, or the risk, of this charming egalitarian spirit is that we never fully appreciate the joy of service. We sometimes confuse professional service with civility or subservience. The Customer Service Institute is working through the development of standards and accreditation and running quality audits to lift the consciousness of customer service.

Most members would agree that when you have an outstanding customer service experience you never forget it. The Jews had wisdom when they said, `Remember the widow, the orphan and the sojourner in your midst'—the traveller among you. I especially want to acknowledge the efforts of Ramzi Chahine, who is the concierge at the Parkroyal, Parramatta. Ramzi Chahine is a legend in customer service. He exceeds my expectations every day I park my car in that building. I hope other Australian service providers will follow his example. (Time expired)

Mr DEPUTY SPEAKER (Mr Nehl) —There being no other speakers, members' statements have concluded.