In February I travelled to Melbourne to work with the operations team atWomens Property Initiatives (WPI), delivering our CS-MAD (Customer Service – Making a Difference) programme.
The aim of the session was simple: to create space for the team to step back from the day-to-day demands of their roles and think together about what excellent customer service really looks like in their organisation.
We focused on WPI’s own context and customers. The team explored the behaviours that create positive experiences, the moments where service really matters, and the difference great customer interactions can make.
A key part of the day was also acknowledging the barriers that can sometimes get in the way of delivering excellent service. Teams talked openly about operational pressures, systems and processes, and the realities of working in a busy environment. From there, we worked together to identify practical strategies that can help overcome these challenges and support staff to deliver the best possible service.
What made the day particularly powerful was the involvement of WPI’s leadership. Their CEO, Roberta, joined the session alongside the team, reinforcing that creating great customer experiences is something that organisations need to support collectively.
After the session, Roberta shared this reflection:
“Thanks Jo for a great day. Never too long in the tooth to take part and learn something new from your training. Loved being with the team and thinking about what we can do as an organisation to support our terrific team to make a difference.”
For me, that captures the bigger picture perfectly.
Customer service excellence doesn’t come from a single workshop or a set of rules. It comes from organisations that are willing to pause, reflect, and ask: what do our people need in order to do their best work for our customers?
It was a pleasure spending the day with the WPI team and seeing the commitment they have to supporting their people and continuing to improve the experience they provide to those they serve.