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

  • "A journey of self-discovery which equipped me with the tools to be able to access self-awareness and better hone into my ability to be socially aware. The program also taught me how to better manage my interactions with those around me in order to achieve the behaviours I would like to see them exhibiting. Our facilitator was great. His energy has been infectious and he has truly been an inspiration to live the learnings from the course rather than just participating in an academic exercise."

    Vahini Chetty Holman Webb Lawyers
  •  

    “This program takes leadership theory to a new level by creating a reflective, self-realising, insightful and inspiring journey. It is a wonderful balance between theory and practical application, enabling both professional and personal development. Our facilitator was truly inspiring! The way he engages the room and delivers the program with such enthusiasm, passion, insight and personal flare adds a real value to the course. I believe that it was through this that I was best able to understand the content and apply my new skills and knowledge both personally and professionally. He has helped me realise it is up to ME to be a better version of myself all the time. Thank you :) ” 

    Corrine-Leigh Marskell Boral

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