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

  • "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
  • “We are very pleased to provide this testimonial for BSI Learning. We have found BSI Learning to be very professional. They made sure they understood the Council vision and mission of striving towards the welfare of Aboriginal people. The Training Manager and trainers that were engaged to deliver training interacted very well and they also had a good understanding and respect for Aboriginal culture.

    From the evaluations we have received from the participants and from my own observation, we would like to provide our views.

    BSI Learning Trainers are very talented presenters who were able to guide a diverse group of participants with ease. They also provided personal attention to each and every participant that boosted their confidence and increased their comfort to actively participate in the training session.”

    Padma Bharadwaj NSWALC Senior Training & Development Officer

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

© Copyright 2016 BSI