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Thirdwave Case Study 1

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Serving the city (Edinburgh City Council)

Our client asked for a large-scale developmental and instructive programme that refined the organisation's views of customer service. This led to an 8-week series of workshops that were attended by over 300 employeees.

The workshops consisted of a two-day development of current customer service in this public sector organisation and the wider context in the world.

By explaining customer service in the wider world and changes in recent years the introduction of customer approaches was explained in a non-threatening manner. This was important, as the organisation would not have been interested in a ‘lecturinging’ style, which would have been counter productive.

The two-day course focused on personal change and acceptance of the organisations new rules.

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