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

  • "For me this has been the best training I have received in a very long time I have learnt a great deal in the last 6 months and will continue to learn. I really enjoyed Steve’s passion and enthusiasm. Keep doing what your doing Steve because it worked on me." 

    Greg Speechley Garmin
  • "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

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