Creating a customer focused motivational climate

the challenge

Change management project designed to create the right customer focused motivational climate within a newly centralised service delivery function.

the results

• Having successfully rolled out directly Leeds City Council has now invested in a train the trainer solution to ensure sustainability

implementation

Specifically the activity spanned the analysis, design and delivery of customer experience messages that impacted on all aspects of customer contact -

• Telephone
• Face to face in council sites
• Home visits

Skills training to create a consistent corporate voice for the citizen

differentiator

• Early engagement with senior management to create cultural blueprint
• Launch roadshow and scenesetters to create excitement outside of immediate audience
• Ongoing embedding with management at all levels - being seen to walk the talk - ensuring all benefit from the experience of others - both challenges and successes