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 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

FEATURED ARTICLE
Image

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.

Read More...
Stacks Image 175

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.
Read More...
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...

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.