According to the UK Customer Satisfaction Index, customer satisfaction has begun to increase within the public sector during the last year. To maintain this upward trend, you must continue to develop your customer service strategies.

Understanding and identifying service users’ differing needs are vital to being able to provide efficient, specific services to everybody; for example, people from diverse cultural backgrounds or individuals with disabilities. On this course, learn how to empower your staff to provide excellent customer service, and equip them with the tools to communicate effectively with all service users.

This interactive Excelling at Customer Service training course equips you with best practice on how to effectively communicate with your organisation’s service users, understand how their needs may vary and how to impart these skills on your team upon return to work.

Learning Outcomes

  • Understand what exceptional customer service should consist of
  • Learn how to ensure all communications are clear and easily understood
  • Gain best practice advice for excellent customer service
  • Establish how to implement effective training for all customer service staff
  • Develop an action plan for your organisation that will ensure high levels of customer satisfaction
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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09:15 - 09:45


09:45 - 10:00

Chair’s Welcome and Clarification of Learning Objectives

10:00 - 11:00

What Does Exceptional Service Look Like?

  • Why is good customer service so important in the age of digital?
  • 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

Morning Break

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

Case Study: Learning from Best Practice

This case study will be tailored to your own organisation. 

13:00 - 13:45


13:45 - 14:30

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
14:30 - 16:00

Workshop: Implementing a Customer Service Excellence Strategy

Work with the Chair 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?
  • Monitoring and evaluating customer satisfaction to enable improvement
  • Is outsourcing a viable option for your organisation?
  • Evaluating the implications of digital on customer service
  • Implementing customer feedback in to the service culture
  • Create a practical guide to implementing a customer service culture in your organisation
16:00 - 16:15

Feedback, Evaluation & Close