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.