Establishing customer excellence principles to address staff morale, reduce complaints, and provide better service for vulnerable people...A Gold Quill Winning Case Study - Ep. 230

Welcome to the IABC International Podcast, on this episode Megan Osborne joins us to talk about how they won an IABC Gold Quill Award.  NSW Trustee & Guardian is a state government agency that provides Will-making and deceased estate administration services and can also be appointed by a court or tribunal to act as a person’s financial manager and/or guardian if they lack the ability to make decisions for themselves because they have a disability. As an organisation with a purpose statement ‘To protect, promote and support the rights, dignity, wishes and choices of our customers’ having a shared language and understanding of how to achieve this to a high standard was a missing piece of the puzzle. Insights showed there was an opportunity to improve customer service. Customer satisfaction was either low or declining, complaints were on the rise and staff morale was down following an organisational restructure in 2016. NSW Trustee & Guardian’s Communications & Engagement team worked to develop the Customer Excellence Principles Team Activities as a tool to turn this around and embed a culture of customer service excellence. Read this excellent article in full with photos and metrics on the IABC New South Wales website. -- Didn't make it to the IABC Virtual World Conference? You can still register to have access to all of the sessions for 12 months. wc.iabc.com -- Share this free podcast with colleagues - they'll thank you for it.  Music is from Joakim Karud (soundcloud.com/joakimkarud) and Ikson (soundcloud.com/ikson) Produced and presented by Dan Gold This is an IABC Production