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.

Solution

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.

Results

  • 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.

 

Testimonial

  • "The program has been extremely beneficial to me. Our facilitator is a very engaging presenter and can make all topics very interesting. I particularly enjoyed the emotional intelligence topic and the different strategies I now have to be more effective and influential."

    Mark Shugg LG
  • "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 Steve. I don’t think the program would have had the same potency without the energy and talent Steve obviously possesses as a trainer / motivator / coach."

    Benjamin Goodwin Boral

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