

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



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;Â 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+ participantsÂ
- 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