Creating a Customer Focused Organisational Culture

Client - Ku-Ring-Gai Council

Organisational Needs

Ku-Ring-Gai Council required a change in organisational culture to enhance the customer experience for residents.

Desired Outcomes

The customer contact teams were required to develop and implement a number of key projects. These projects needed to create and sustain a customer service culture in the council and result in enhancing the customer experience for residents.


30 frontline staff participated in the BSB40215 Certificate IV in Customer Contact. Integral to the solution was ensuring the groups consisted of colleagues from various departments to create an awareness, understanding and appreciation of one another’s roles and responsibilities.


  • Three projects were developed by the course attendees, all of which were accepted for implementation by the Director and Senior Management team
  • A change in understanding of customer service. That customer service is not a department, but is an attitude and culture; that external stakeholders (residents) are just as important as internal stakeholders (colleagues)
  • Improved inter-departmental co-operation and internal customer service
  • Improved customer experiences for residents.



  • "The program for me was really worthwhile. I’ve taken away a lot of tools and strategies as well as key phrases. I feel that the program was well structured and had great content. I don’t think I would’ve taken so much away from it if our facilitator wasn’t such an energetic and enthusiastic trainer. I thought we had great report throughout the program which helped engage me more with the program and the people in the course." 

    Michelle Romeike rt Health
  • "I found the program to be an excellent balance of modern academic thinking and practical knowledge and tools in the area of leadership. The eight days were well structured and delivered in a manner which enabled maximum understanding and reflection. Great delivery by our facilitator. I don’t think the program would have had the same potency without the energy and talent he obviously possesses as a trainer / motivator / coach." 

    Benjamin Goodwin Boral

BSI Learning © 2013
BSI Learning Institute Pty Ltd
Trading as BSI Learning.
ABN 20 106 311 086
RTO 21371

© Copyright 2016 BSI