2012 ALGIM Customer Service Symposium
Every Interaction Counts!
10 & 11 September 2012, The Heritage Hotel, Auckland
Western Bay of Plenty District Council’s Customer Service Manager, Barbara Whitton will present to delegates at the 2012 ALGIM Customer Service Symposium on “Customer Service: The Western Bay Way”.
Western Bay of Plenty District Council identified Customer Focus as an organisational priority area in 2010/11 – the need to ‘up their game’ and have a clear understanding of who their customers are, recognise their diversity and specific needs, and the role staff play in meeting those needs. Western Bay of Plenty District Council’s challenge has been to develop something to help them get there and enable a coordinated and consistent improved approach to customers from both staff and contractors.
Barbara’s presentation will cover how the Customer Service team went about systematically developing a whole of organisation framework that would allow the introduction of the ‘new’ along with utilisation of the ‘existing’ – and why they were confident it would work and be accepted. People are a critical component of the project and the session will cover staff involvement from the CEO to junior staff, and include an explanation of the training and development approach both short and longer term.
Whilst they are still implementing the approach, this presentation will provide some useful learnings on the change process. The immediate and measurable gains seem to indicate acceptance and early success – but implementation will be never-ending with projects and processes to complete and a continuing focus on customers in relation to all aspects of the business. The presentation will cover what has been measured and how, and what has been prioritised as part of 2012/13 Corporate Plan programme. Through these initiatives Western Bay of Plenty District Council aim to make a difference for their customers, both public and internal, by becoming more responsive, efficient and effective in – knowing what to do and doing what they say – The Western Bay Way.
The 2012 ALGIM Customer Service Symposium is being held 10 & 11September 2012 at the Heritage Hotel, Auckland in association with Auckland Council. Registrations for the event are still open until close of business on Wednesday 5 September 2012.
Ensure that you and your team do not miss out on this fantastic event! You can register online, view Symposium highlights and the preliminary programme at www.algim.org.nz/2012cssymposium
2012 ALGIM Customer Service Awards – Nominations Open
Nominations are open until Friday 24 August 2012 for the 2012 ALGIM Customer Service Awards. For more information about these awards, please visit www.algim.org.nz/algim-awards
For registration enquiries contact ALGIM on (06) 351 6336 or email firstname.lastname@example.org