Customer Centricity

About the course:

For organisations to move successfully into the future, everyone within any organisation will need to consider changing market forces, customer preferences and talent trends, the need for continual innovation and change, strong cross-functional critical-thinking ability, never-ending focus on social benefit and sustainability and more. 

A team member in any functional team within an organisation in any sector will first need to understand the concept of genuine customer centricity, understand their part in the organisation in contributing to the development and growth of a customer-centric culture and take clear actions to actively keep customer centricity alive through collaboration with internal and external customers. 

This course focusses on supporting you to build greater understanding of what customer centricity means in today’s world while giving you key tools and techniques to develop your customer-centric attitude, behaviours, and skills through targeted actions

Structure:

This course comprises of 5 modules of learning, followed by the completion of a 5 week goal and Final Assessment to qualify for your micro-credential. Please see below a module-by-module breakdown of what you will learn in this course.

Module 1: Understanding Customer Centricity and Customer-Centric Culture- Understanding Customer Centricity, Why is Customer Centricity important? What is a Customer-Centric Culture?

Module 2: Moving from a Product/Service-Driven to a Customer Service-Driven Organisation- The Approach, Changing to a Customer-Centric Culture, Customer Service in Tomorrow’s World, Meeting Modern Consumer Needs and Desires

Module 3: Customer Service Skills that Contribute to a Customer-Centric Organisation: Part 1-Making the Shift to a Customer-Centric Organisation-
The Value of Customer-Facing Employees, Developing Customer-Facing Employees with Essential Communication Skills, Essential Personal Attributes to Becoming Customer-Centric

Module 4: Customer Service Skills that Contribute to a Customer-Centric Organisation: Part 2- High-Performing Teams and Customer Centricity, Stages of High-Performing Team Development, Impact of Personal Behavioural Styles on the Customer Service Team, How to Help the Customers We Cannot Help, Attributes of a Customer-Centric Leader, Making Decisions Based on a ‘Customer Value Proposition’, Moving to a Customer-Centric Value Proposition

Module 5: You will revisit key signposts in the course and bring to life some of the activities you have been participating in over the past 4 modules. A final assessment will be held this week which will support you towards gaining the Customer Centricity micro-credential.

Assessments:

1. Formative Assessments throughout the course, functioning as knowledge checks.
2. Summative Assessment at the end of course.

Learning outcomes:

This course will support the participant to gain a deeper understanding of what it means to be customer-centric, contribute to building a customer centric culture and develop excellent customer service skills and why this are important for personal and professional success. The objective for this course is to build the ability in you, the learner to:

1. Understand the needs of the 21st-century customer and why it matters to research consumer behaviour continually.
2. Understand how to build customer-centric strategies to meet customer values, needs and wants.     
3. Develop personal awareness around customer service-based behaviours. 
4. Draft goals and strategies to influence organisational customer centricity.

Career outcomes:

Greater employability across sectors and organisations- The ability to demonstrate and build customer centricity as core, sought-after transferable skill.
Career success through strong ability to understand and influence customer-centric culture, provide great customer service, supporting others to do the same within professional context

Other Information

Delivery: Online

Duration: 25 Hours

No Prior Learning Requirement

Refund statement - Thank you for interest in the Monash College Professional Micro Credentials. Please take the time to understand the content of this course as no refunds will be given if you have simply changed your mind.

Enrolment information - Enrolments into these courses occur during Mon - Fri business hours AEST. Purchases outside of these times will be processed at the next business working day.

Please note that Tax Invoices are issued in the name of Monash University, who is acting as agent for Monash College, and are acceptable for GST purposes. The payment will be shown as paid to Monash University on your credit card statement.