Developing a customer centric approach professional development


Virtual 2 hrs

Onsite, Virtual, Conference

Participants
6 - 200+


Australia Wide F2F + International Virtual Delivery

Leading Flexible and Hybrid Teams

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

Customer Centric Mindset training
Best Virtual Training for leaders in Australia Jane Wundersitz
Virtual Training Best in Australia WunderTraining

Who is This For?

This course will be of value to all leaders looking for a foundation roadmap for the path ahead, and who wish to lead with a human-centred approach, elevating relationships, communication, productivity, and success in their new world of work.

Team Flow on Benefits

  • Consistency across an organisation helps to create stability.
  • Positive rituals are essential to identify and build into the new way of working – there may be at an organisation or team level.
  • Today’s leaders need to consistently learn and unlearn new ways of working as we adapt to the changing work conditions.
  • Research is still growing on best practices, and every industry is different;  sharing insights is highly valuable across your leadership team.
  • Your team can be in the loop with new ways of working and collaborating to benefit your team, business, department or organisation.

Expert Facilitators

Jane Wundersitz: Australia & International Virtual delivery. Keynote Plenary Speaker, Conference, Executive and Leadership, Public Sector, Employee and Team development | Australia Wide | Adelaide | Canberra | Sydney | Perth | Alice Springs | Brisbane |Darwin | Hobart | Regional | Mt Gambier |

Technology

Virtual Training Delivered by Zoom, Microsoft Teams or Web-Ex.

In-person – Inhouse, Conference or Retreat – we bring everything required for the workshop. AV supplied by the client.

Investment

Virtual: 6 > 1000+ participants 

  • Virtual Keynote or Conference POA
  • 90 min from $2000 +GST ( up to 100 participants)
  • POA smaller teams

Small business/ NFP/ Network Group / Volunteer Group / COVID Impacted discount may apply.

In-Person Workshop: Australia Wide

  • Half-Day In- house workshop POA from $2500 – $5000 +GST
  • Full-Day POA from $3500 – $7000 +GST

Small business/ NFP/ Network Group / Volunteer Group / COVID Impacted discount may apply.

Value Package Options: Discount applies for bookings of 3 or more workshops virtual/ live or a combination. Online delivery option, please inquire.

  • Wellbeing Boost Package
  • Power Leaders Package
  • Power Team Package

We have supported amazing clients with their service focus

Excellent. An interesting presentation which kept your attention the whole time. Enjoyed the content on what customers really want.

Centre Management TeamBurnside Shopping Centre : World Class Service

Thank you from the whole team - the sessions were enjoyed by all.

Patricia Rogers : Customer Service ManagerZeiss : Vision Care Business Centre

Very Interesting. Great to have all working together and enjoying discussing how to improve our communication and service

Centre ManagerStepping Stones Childcare | Positively World Class Service

Enjoyed all of it- particularly the content on listening. An interesting facilitator who kept the session alive

Breastscreen South Australia | Call centre

Open and fun | Enjoyed the varied topics and particularly the content on communication

JeanDormakaba | Brisbane

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