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Businesses Boost Customer ServiceBass Coast Shire Council has just completed a three month Customer Service Pilot Project with fifteen local businesses. By Bass Coast - 22nd December 2011 - Back to News Council’s Economic Development Manager, Peter Francis said that we developed the Project for owners of businesses in Bass Coast, with the view that customer service is about the whole culture of the business, and needs to be driven by the business owner.
"We contracted Alan Marion of Trainex Systems to deliver the project to businesses across Bass Coast. Each business received one and a half hours of one on one mentoring with Alan. They then came together in groups of five to brainstorm, develop ideas and share experiences, said Mr Francis.
The program finished with a dinner and presentation evening with all fifteen participants receiving a Completion Certificate, a framed ‘Customer Service Charter’ and customer service charter flyers to place in their business.
Mr Francis said that the feedback has been excellent with comments coming back from businesses such as;
"It was just the kick in the backside I needed",
"The one on one mentoring was fantastic and I can see it changing my business for the better",
"I know I have been a bit lazy and this has made me review what I am doing",
"We are now having team meetings within our business and we are seeing a difference",
"We have put in staff incentives to assist us to deliver great service to our customer".
The facilitator, Alan Marion, said that business owners often underestimate the valuable contribution their staff can make to business decisions. Business owners should involve staff in the running of the business as this can lead to a higher level of job ownership and loyalty to their employer.
"They can let team members run a meeting and listen to what they have to say. You can never underestimate what can come from such team meetings," said Mr Marion.
Mr Francis said that businesses have a lot to gain by delivering good customer service and a great customer experience. It is one of the most important aspects for businesses to concentrate on now that online shopping creates even tougher competition than previously experienced.The relationship a business builds with its customer and the service they provide will be critical to their future success," said Mr Francis.
Participating businesses have been requested to nominate other businesses to participate in the follow up program in 2012.
For further information or to register your business for future programs email Roslyn Jenzen, Bass Coast Shire Council’s Economic Development Coordinator r.jenzen@basscoast.vic.gov.au or phone 1300 BASSCOAST (226 278).
Source: www.gippsland.com Published by: news@gippsland.com
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Latrobe City Council has ranked fifth in Victoria for community satisfaction, scoring 64.6 in the 2026 Snap Send Solve Index, exceeding both national and Victorian averages. - East Gippsland Council endorses public toilet review to improve cleanliness, safety and maintenance across 88 facilities
East Gippsland Council has endorsed a strategy to improve management of 88 public toilets, prioritising cleanliness, safety and maintenance through community feedback, targeted cleaning and better monitoring, with no facility closures proposed. - Latrobe City completes major lighting upgrade across all 10 courts at Agnes Brereton Reserve, boosting netball opportunities
Latrobe City Council has upgraded all 10 courts at Agnes Brereton Reserve with 200-lux lighting, enabling extended evening use, expanded competitions and training for Traralgon Netball Association 1,400 annual participants. - Latrobe City Council schedules 40 kilometres of road upgrades across municipality
Latrobe City Council will resurface 40 kilometres of local roads during 2026/27, including resealing and asphalt works across six communities to improve safety, extend road life and prevent potholes. - Heyfield childcare faces closure after losing federal funding, putting local families, educators and essential community services at risk
Heyfield's only childcare service faces closure after losing $270,000 in federal funding, prompting Darren Chester to seek urgent assistance while a Senate inquiry examines rural and regional child care access. - Nathan Kearsley and Jill Colson appointed as Baw Baw Shire new directors following recent organisational restructure
Baw Baw Shire Council has appointed Nathan Kearsley and Jill Colson as new directors following a restructure reducing its executive leadership team from five to three. - Paynesville Council seeks $4M for intersection upgrades to unlock 1,400 new homes
Paynesville's $4 million intersection upgrade proposal aims to improve road safety, ease congestion and unlock around 1,400 new homes in the town's growth area. - Rob Moffatt officially joins Latrobe City Council as Morwell River Ward's newly elected councillor after by-election and oath of office
Latrobe City Council has welcomed Rob Moffatt as Morwell River Ward's newly elected councillor. He formally commenced after taking his oath, joining the nine-member council for the remainder of its current term. - Victorian government funding to help Drouin West Timber and Truss expand production, create jobs and boost housing supply
Victorian government funding will help Drouin West Timber and Truss expand production with robotics, create six jobs, boost housing construction capacity and strengthen Gippsland's local building supply chain. - The Nationals promise apprenticeship training cost cuts, new technical colleges and toll relief to support Gippsland tradies and businesses
The Nationals propose a $115 million apprenticeship fund, 10 new technical colleges for 5,000 students, and a $50 weekly toll cap to reduce costs, support Gippsland tradies and strengthen regional businesses - Statement from CEO Tilla Buden - Councillor Ben Lucas to contest Victorian state election
West Ward Councillor Ben Lucas will contest the Victorian State Election on 28 November 2026. He plans to seek leave from Council, with administrative arrangements underway to ensure Council operations and procedures continue during his absence. - Nicholson Street Mall safety works begin as council plans longer-term redevelopment and community consultation for future improvements
Works at Nicholson Street Mall will improve safety and amenity, including relocating the taxi rank and removing outdated infrastructure, while Council develops longer-term redevelopment plans and community consultation. - Swooping season returns across Latrobe, with council urging residents to take precautions around nesting birds
Latrobe City Council is urging residents to stay alert during swooping season, avoid nesting areas where possible, check Victoria’s Swooping Bird Map and take precautions when walking outdoors. - Australia Day Awards nominations closing soon and other council projects and program updates
South Gippsland Shire Council shares updates on community awards, infrastructure, citizenship, seniors’ programs, events, grants, jobs, emergency preparedness, and public consultations about local swimming pools and essential community services. - Darren Chester visits Aussie Broadband’s Traralgon office, highlighting reliable telecommunications for Gippsland’s regional communities and businesses
Darren Chester met Aussie Broadband executives in Traralgon to discuss improving regional mobile coverage, faster internet speeds, telecommunications resilience, and investment in local jobs and skills development. - Gippsland Water People’s Panel passes halfway mark, preparing recommendations to shape organisation’s 2028-33 price submission and priorities
Gippsland Water’s 50-member People’s Panel has completed three sessions exploring service priorities and customer needs, preparing recommendations to inform the organisation’s 2028-33 Price Submission.
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