Customers First Initiatives Training (CFIT) aims to provide TMR employees with information, awareness and tools to support them to put our customers first.

The 8 Ways We Work (WWW) provide a common understanding of what it means to put customers first in TMR.

Our TMR Director-General talks about having a customer mindset in TMR.

Our TMR Director-General talks about why it is important to have a Customers First culture in TMR.

Our TMR Director-General talks about why we strive to get it right for our customers first time, every time.

TMR's Customer Value Proposition (CVP) ensures that we understand what is important to our customers.

Provides an understanding of the commitments TMR makes to our customers in our TMR Customer Charter.

Provides an overview of how TMR is assessed and accredited against the Customer Service Institute of Australia's (CSIA) International Customer Service Standard (ICSS).

Learn why customer advocacy is important, how to develop customer advocates, and how to utilise the voice of the customer (VOC).

Our TMR Director-General talks about our customers.

Customer experience is about every transaction, interaction and contact that a customer has with TMR. It's about always putting customers first.

Why knowing your customers is important

Find customer experience articles in the TMR Library.

Learn how customer personas can be developed to further understand your customers.

How to align customer service with organisational goals, customer expectations, how to cultivate an engaged team, and how to get the support and resources you need.

How to get to know your customers though quantitative and qualitative techniques ranging from surveys and interviews to mobile diary studies and ethnography.

Examines the role market research plays in making strategic decisions.

If you are conducting marketing or usability research, or just trying to learn more about your customers, you should know how to conduct an effective survey or questionnaire.

Learn the fundamentals of designing and conducting customer interviews.

Will help you learn more about how we approach HCD in TMR.

HCD toolkit and resources.

Transport Talk is TMR's online customer research panel. It is a whole-of-TMR initiative to support you to better understand and connect with our customers.

Accessing PPI's Customer Experience Branch research services allows your business area to design and implement customer research activities .

Customer research 'how to guides'. Connect with PPI's Customer Experience Branch.

Learn how to explore the methodology known as 'design thinking'. You will be equipped with methods you can implement to uncover the needs of your customers, and create innovative solutions.

Customer satisfaction should be the primary goal of any organisation. Learn how design thinking can help you to put your customer first.

Compulsory first-day of training in the IAP2 Australasia Certificate of Engagement. Introduces key concepts and process in IAP2 Australasia's Engagement model. It is the perfect starting point for anyone involved in community and stakeholder engagement, at any level or function.

TMR's Customers First Champions Network (CFCN) is the voice, network and testing ground for TMR's customers.

Learn how to converse empathetically to improve your one-on-one conversations and team interactions.

Explains how empathy skills can be developed and discusses how to foster empathy and engage stakeholders with empathetic storytelling through the project lifecycle.

Provides a step-by-step approach to collecting, tracking, and using customer feedback, complete with examples that show what organisations are doing in this importance space.

Explores customer/stakeholder engagement as a part of project management. The second section of the course explains how to identify stakeholder needs and expectations, both explicit and implicit, and build and sustain stakeholder engagement.

Explores a variety of tools used to engage stakeholders as well as techniques for managing stakeholders in a way that builds trust, rapport and secures buy in.

This module is part of the training in the IAP2 Australasia Certificate of Engagement and helps you develop the skills to communicate and respond to customers/stakeholders more effectively.

Accounting professors explain what KPIs your organisation should consider in a balanced scorecard, from financial goals to employee and customer satisfaction.

Course reviews the primary practices - gathering and analysing data, formulating rules for classification and decision-making, and drawing actionable insights.

Actions to turn research into design.

Learn about the customer life cycle and how predictive analytics can help improve every step of the customer journey.

Customer service today brings new challenges, new protocols, and new attitudes. As a service provider, you must be prepared with solid solutions if you want to continue doing business in the post-COVID economy.

Examine how to find the most effective avenues to continually improve customer service.

Serving the public can help you make a lasting, positive impact in the community you serve.