About
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.
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
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
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.
Shay partnered with us to design and deliver Customer Focused workshops for 38 Leaders at Yarra Ranges Council. These workshops are part of a development program supporting our Leaders to lead through a time of transformational change. Shay's delivery supported these leaders to better understand the importance of the customer experience, use observe, immerse and engage to learn about our customers and develop a culture where customer is the focus.
Feedback received, both formally and informally, has been overwhelmingly positive, Leaders have admitted to having their eyes opened and thinking challenged, seeing this as an opportunity to be more innovative in how we respond to and add value for our customers. Shay brings great experience, knowledge, ideas and energy to his facilitation. It's been a great experience partnering with Collective Campus and being part of these workshops. - Amy Hollings, Organisational Development Project Lead
- Amy Hollings, Organisational Development Project Lead
