Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents videos, articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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Are Aged Care providers listening to clients and staff?

Australian Aged Care providers need to create a positive organisational culture towards complaints if they're to build consumer trust, improve services by learning from feedback, and meet the complaints requirements of the 2019 Aged Care Quality Standards.

This article was first published in the Nov/Dec 2019 print issue of Australian Ageing Agenda magazine and online in Jan 2020.

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When does an organisation's culture prevent learning?

The way an organisation listens to, and learns from, customer feedback and complaints makes a definitive statement about whether it has a culture of continuous improvement that puts customers first.
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Aged Care Standards (c) Australian Quality and Safety Commission

Putting consumers at the heart of Australia’s Aged Care Quality Standards

On 1st July 2019, the Australian Government launched new Quality Standards requiring Aged Care service providers to put the consumer at the centre of service provision. How effective are quality standards in establishing a consumer-centric culture?
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Key image by Hilary Clark from Pixabay

Improving service performance: why complaints hold the key

Customer service managers seeking to improve customer service performance need to consider whether to change their strategy, processes, structures, technologies or their organisational culture.

In this article, we look at the practical steps needed to improve customer service performance – and why complaints hold the key to achieving rapid results.

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Improving Local Government's customer experience

Whether the pressure comes from customer feedback, outside organisations, elected politicians or budget changes, it’s clear that Local Government faces constant demands to keep the standards of services high and demonstrate good value for taxpayers’ money.

So how does a council raise its customer service game and improve its customer service experience when it has fewer options available than the private sector?

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