With respect for Aboriginal cultural protocol and out of recognition that its campuses occupy their traditional lands, Western Sydney University acknowledges the Darug, Eora, Dharawal (also referred to as Tharawal) and Wiradjuri peoples and thanks them for their support of its work in their lands in Greater Western Sydney and beyond.
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A service culture exists when you motivate the employees in your organisation to take a customer-centric approach to their regular duties and work activities.
What is 'Service Culture'?
As part of creating a service excellence culture, staff should take a service-oriented approach to their regular duties. Leaders at all levels have a vital role in allowing and guiding all staff to realise their full-service potential and embed our service excellence principles.
- Service Improvement Training & E-Learning
- Service Reimagined Podcast
- Service Improvement Innovation Framework
Service Capability Principles
Building service capability within our people is essential to achieving service excellence at Western. Business owners, service owners and service managers are encouraged to build service excellence capability within their teams and, more broadly, across the organisation in their interactions with others. Implementing practices based on the following service capability principles will help improve staff engagement, service maturity and user experience across the organisation.
- Recognition: Regularly recognise staff for delivering exemplary service and encourage team members to do the same.
- Service Goals: Regular conversations with service staff to directly discuss service goals and how these link to individual work objectives and the strategic goals of the University.
- Openness: Discuss suggestions from service feedback loops and provide recognition and improvement strategies. Close the loop with the feedback provider by demonstrating actions taken.
- Agility: Staff are appropriately authorised to respond to complex service requests and to tailor service responses to user needs.
- Growth Mindset: Encourage all staff to be creatively curious and inquisitive so that challenges and setbacks are seen as safe opportunities to learn and grow.
- User-Centric: Value working with partners to solve problems and issues with empathy and understanding.
Acknowledgement of Country
