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.

Learning person icon

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?
Read More...
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.

Read More...

Filter articles

Select articles according to categories, keyword or date


Categories


Keywords


Date

This site uses cookies to provide anonymised site usage information and to manage your selected preferences. By continuing to use this site, you are providing your consent. See the site footer for privacy and cookie policy detail.