Communication

Staff will need to be trained in communicating effectively with customers.

Communicating with the public should no longer be mediated only by a Communications Team trained in marketing communication techniques and processes.  Communicating with the public should instead be more widely distributed around the organisation.

As well as providing more staff with the skills and tools to engage customers in conversations and understanding of the benefits and pitfalls of conversing publicly, staff must also be given confidence that they will be supported if mistakes are made.