Australia's National Local Government Newspaper Online

World class customer service seminar *

Local Councils around Australia are facing massive increase in customer service levels being required from both internal and external customers. Some of the topics that Councils are dealing with every day include Best Value; best practice; research; customer satisfaction; customer charter; and Vision 2005.

National Customer Service of Australia, in conjunction with both RJP Marketing and Keystone Management, is running a serious of seminars in all major capital cities around Australia.

Steve Simpson, guest speaker for the seminars, is rated as one of the top 10 speakers in the world in relation to Customer Service. What you will here and learn from Steve on the day:

• Why Customer feedback Strategies don’t work
• World class standards
• Creating World Class Customer Service Culture
• Plus the Unwritten Ground Rules (UGRs).

UGRs will exist in all workplaces, although staff do not always talk about them. They create a culture that governs everything employees and managers do.

Common UGRs include:

• At our meetings it isn’t worth complaining because nothing will get done.
• The only time anyone gets spoken to by the boss is when something is wrong.
• The company talks about customer service, but we don’t have to worry about it.
• We go through the motions with our bosses, but once they have gone we do what we want.
• New ideas are welcome as long as they don’t cost extra money.

The drive for quality and efficiency improvements in Local Government all over Australia has required a review of existing work practices to ensure quick and responsive service delivery. Councils have to continually benchmark its performance externally with similar industries and organisations. You should learn so much from the research if it is treated as a serious link to the other business processes within your customer service business plan.

National Customer Service of Australia is pleased to announce upcoming events in various states around Australia:

• Victoria Melbourne 29 August 2002 Stamford Plaza
• New South Wales Sydney 10 September 2002 Stamford Plaza
• Queensland Brisbane1 7 September 2002 Stamford Plaza
• South Australia Adelaide 26 September 2002 Stamford Plaza

Western Australia and Tasmania will be confirmed in the next issue of FOCUS.

Visit our web site at www.ncsa.com.au to obtain more information about the seminar or telephone us to discuss any questions that you might have. Contact Richard Prowse on (03) 9558 9630 or email ncsa@iprimus.com.au.

* Copy provide by National Customer Service of Australia

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