Syllabus
Description of Course
The Customer First (FL-M1) master’s course is a continuation of the content learned in the Flow Thinking Advanced Course (FL-A1). This course provides a deep dive into customer-first philosophies and practices.
Duration of Training
The Customer 1st (FL-M1) master’s course requires 16 hours of training and can be taken as a two-day in-person training session, an online live virtual class, or as an asynchronous self-paced online training using The Flow System’s learning management system (LMS). This course can be taught publicly or privately to any organization.
Participants must complete the training before receiving a code allowing them to take the Customer 1st (FL-M1) assessment for accreditation. The fee for the assessment is included in the course fee for training attendees.
At the master’s level, participants will demonstrate an ability to apply the new knowledge and complete an online assessment. The master’s level courses’ application portion will be reviewed by peers and industry experts in their chosen field.
Participants who attend the training will have two attempts at the Customer 1st (FL-M1) assessment. Participants who wish to forgo the training and jump straight to the assessment may do so but must first buy a code and will only have one attempt as opposed to two for people taking the training. You can buy a code below by clicking ‘Take Assessment.’
Objectives of Course
This course is designed to introduce participants to the different types of customers within any organization/institution. Different perspectives on customers and customer values are presented along with exercises to help participants identify their customer’s persona. Upon completion of this course, participants will have a better understanding of the following concepts:
- What is a Customer
- Types of Customers
- What is Value
- Whose Value
- Measuring Value
- The Typology of Consumer Value
- Customer Identification Techniques
- Customer Personas
- Product Visions
- Goal Identification and Proximity