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Organisational Effectiveness CustomerCUSTOMER ENGAGEMENT

Office of Government ICT & Microsoft 

Resolved interpersonal relationship issues by structuring and facilitating stakeholder engagements workshops to charter senior/executive stakeholders from both organisations in agreed accountabilities.  Senior stakeholders report a substantive turn around leading to mutually rewarding business outcomes.

Arts Queensland 

Designed, developed, delivered and evaluated a pilot Customer Satisfaction Survey to identify the specific areas of improvement following media focus on the agency.  Identified the specific Arts Queensland model of client interaction and validated the improvement requirements for reporting to the minister and external stakeholders.

Validated the Arts Qld interaction model in a follow up survey achieving high levels of the Arts Community’s satisfaction with the survey design (face and construct validity) and improvements in the Agency’s delivery.

Corporate Administration Agency

Resolved poor customer feedback through engaging staff in the development of customer service standards.  Designed, developed and delivered a Cycle of Service framework including branding and communications, induction and training materials and process maps identifying “Magics” and “Tragics” in customer service. 

Complete Office Supplies

Developed an intervention to embed a customer service culture through competency development from General Manager through to call centre staff.  Then facilitated the process of mapping the COS Cycles of Service, branding, communications and training towards achieving the vision of “World Class’ customer service.

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