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Customer Experience T&E
Yarra Ranges Council
Yarra Ranges Council is located on metropolitan Melbourne’s eastern fringe, and covers an area of almost 2,500 square kilometres. It is the twelfth largest local government area in Melbourne in terms of population size and the largest in geographic area.
- 3 days
- From insight to tested service concepts
- 40+
- Council staff upskilled in HCD
- 5
- Priority journeys redesigned
CHALLENGE
CHALLENGE
As part of their leadership program, Yarra Ranges Council wanted to upskill their leaders on building customer focused teams. They engaged Collective Campus to upskill their leaders in Customer Experience with a focus on better understanding customers and leading customer focused teams.
SOLUTION
SOLUTION
Collective Campus delivered two workshops for over 40 leaders at Yarra Ranges Council team to help them: · Understand the importance of customer experience in the council context · Learn how to better understand customers (internal and external) through tools and techniques including journey mapping and design thinking · Learn how to lead customer focused teams
OUTCOME
OUTCOME
Over 40 Yarra Ranges Council leaders gained a deep understanding of the importance of creating customer focused journeys and key strategies to embed a customer focused mindset within their teams.
“Collective Campus gave our teams a practical toolkit for putting residents at the centre, and the confidence to keep using it.”
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