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With growing expectations and changing needs of service users, it is increasingly important for public sector organisations to have a more robust customer service strategy in place.

Improvements to the way public services are delivered can achieve significant cost savings and help improve the lives of millions of service users.

Attend our Ensuring Customer Service Excellence in the Public Sector course to better understand what exceptional service looks like; improve the accessibility of your digital services and learn how to create and develop excellent relationships with your service users.

Throughout the day gain best practice from public sector examples, learn how to train staff to improve their level of customer service and take back a more effective customer service strategy.

Unlocking the Power of Virtual

Our virtual courses have been designed with you in mind. From group exercises in breakout rooms to live chat, whiteboards and interactive polls, we use a range of tools and techniques to ensure that you can connect with your trainer; network and share best practice with your peers and leave the day with the skills you need.

Our courses provide you with an interactive and engaging learning environment that can be accessed from any location, helping you to continue to connect, learn and grow.

Please note we will use Zoom to virtually deliver this course.

trainer photo
Stuart Riddington

Stuart is a business development and strategy expert, who is passionate about developing leaders and helping organisations move forward. He works with the private sector, third sector and public sector in a wide range of training and consultancy projects to develop income generation; leadership development and strategic positioning.

He has worked with NHS Trusts, government departments, local authorities, international, national and local charities, SME’s and Fortune 500 companies. Stuart has worked extensively with organisations internationally including the USA, Hong Kong, Tanzania, China, Mexico, El Salvador and Thailand. His creative approach to developing strategy and leaders means he ...

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Learning Outcomes

  • Understand what exceptional customer service should consist of
  • Learn how to ensure all communications are clear and easily understood
  • Explore innovative ways of creating lasting customer relationships
  • Improve the accessibility of your digital services
  • Develop a more robust customer service strategy to take back to your organisation
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:25 - 09:30


09:30 - 10:00

Trainer’s Welcome and Clarification of Learning Objectives

10:00 - 11:00

What Does Exceptional Service Look Like?

  • Benchmark the current level of customer service at your organisation and understand what can be done to improve this
  • Ensure a positive experience for all service users
  • Learn how to put a positive outlook on a negative outcome
11:00 - 11:15


11:15 - 12:00

Creating Excellent Customer Relationships 

  • Learn how to create effective and engaging customer relationships
  • Discuss different ways of communicating with various groups of people
  • Learn how cultural diversity and language can affect the service user’s expectations and explore innovative methods of communication to target this
  • Understand possible barriers to communication with service users who have learning difficulties and how best to engage
12:00 - 13:00

Enhancing Digital Services Accessibility

  • Assess what digital vulnerability is within your community
  • Identify and assist service users with limited digital literacy
  • Discuss ideas to improve access for all service users
  • Comply with the latest website accessibility regulation
13:00 - 13:45


13:45 - 14:00

Reflection Session

  • Trainer will review the day’s learning and the next stages of the course
  • Delegates will have time to ask questions and share views with one another
14:00 - 14:45

Workshop: Improving Training to Achieve Customer Service Excellence

  • Learn how to empower employees to deliver specific, personalised customer service
  • Understand how to instil a culture of customer service excellence in your staff
  • Take part in role-play exercises to explore how customer service agents should approach situations involving disgruntled and difficult service users
  • Identify and realise best practice for staff working on the front line who deal directly with customers
14:45 - 15:00

Afternoon Break

15:00 - 16:00

Workshop: Implementing a Customer Service Excellence Strategy

Work with the trainer to create a next step plan on how to ensure customer service excellence at your organisation.

  • Why should customer retention be prioritised for public sector organisations?
  • How to monitor and evaluate customer satisfaction to enable improvement
  • Is outsourcing a viable option for your organisation?
  • Evaluate the implications of digital on customer service
  • Implement customer feedback into the service culture
  • Create a practical guide to implementing a customer service culture in your organisation
16:00 - 16:15

Round Up and Key Takeaways