Developing a customer-centric approach | Leading in a service-based industry | Virtual Professional Development | 

Developing a Customer-Centric Approach

•  Is it time to refocus on what matters most?
• Need some strategies, tools and tips to support your team to understand customer-centricity and how their actions and decisions affect the customer experience?
• Have you noticed customers’ demands are steep, and patience is low? Is it time to raise your service bar?

How do you build a Customer-Centric Culture?

A customer-centric culture puts the customer’s needs, wants, and communication preferences at the centre of the organisation process.

Becoming customer-centric doesn’t just happen. It begins with a vision that, becomes a fully immersive reason for and way of operating as a department, team and individual.  It’s more than an initiative—it’s a values-centred approach and takes leadership drive, focus and discipline.

Gain perspective – tools and ‘the time’ to reflect and refocus on your ability to influence a customer-centric approach.  Through the Covid pandemic, trends show consumer expectations are high, and the difference between ordinary and extraordinary is that little ‘extra’ at the right time.

In this Building a Customer-Centric Service Culture Training discover:

• Current consumer trends and the next cx normal: shifts in what consumers really want?
• Strategies to identify key moments of truth for external and internal customer experiences.
• Where and how you listen matters: active to empathetic listening | customer perceptions | choosing communication channels and adapting to styles.
• Fl’awesome’: respond to a complaint as an opportunity for service recovery to improve systems and build the relationship
• Discover opportunities to fuel team engagement to raise the service bar.

Join Jane Wundersitz – Founder of WunderTraining 

25 years in people and culture development – 15 years in customer service environments. Jane has delivered customer-centric training to a broad client base, including NDIS providers,  Health care specialists, call centres, not-for-profit groups, retailers, manufacturing, customer service teams, education and marketers. She is known for her forward focus, love of current stats and bringing evidence-based principles into practical actions to keep her clients ahead of the curve.

Recent 2021 Testimonial: NDIS Provider    ( in- person event  )                                                                         

 ‘Honestly your presentation was fantastic, people are still buzzing’ – Jessica, Client : Relations Manager NDIS Provider  Advanced Communication for World Class Service Full Day