A client-centered culture not only makes clients feel valued, but also plays a crucial role in increasing program participation, delivering outcomes, and enhancing the reputation of the organization. Exceptional client experiences don’t happen by accident; they require efficient, client-centered processes coupled with genuine care for the client.  

Creating this culture takes intentional actions but is attainable for any organization. In this session, each participant will examine their organization as we complete a series of activities, focusing on: 

• The Organization Mission – your service “North Star” 

• Policy and Procedures – who, what, and why? 

• Empowered Teams – creating service rock stars 

During this workshop, participants will understand what superior service looks like in practice and the critical need for consistent delivery. They will use their personal experiences as a reference to evaluate their organization’s service delivery methods. In doing so, they will identify the existing gaps that may make it difficult for clients to access services. By addressing these gaps, the organization will be able to deliver a superior client experience and effectively expand its client base.