Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

This online course forms part of the SkillsNet short course suite.

Please note this course is only available to CPA Australia members.

Learning objectives

  • Match ways of getting feedback from customers to when it's appropriate to use each technique
  • Apply the steps involved in exploring customers' needs in a given scenario
  • Recognise how CRM helps you manage customer expectations


Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies

60 Minutes

365 Days