According to the UK Customer Satisfaction Index for 2020, the UK had lower customer satisfaction compared with 2019. Due to unprecedented growing expectations, changing digital landscapes and varying customer needs, it is increasingly important for public sector organisations to take a more serious look at the robustness of their customer service strategy.

Understanding and identifying service users’ differing needs is vital to being able to provide efficient, specific services to everybody; for example, people from diverse cultural backgrounds or individuals with disabilities.

Book this Ensuring Customer Service Excellence training course, to empower your staff to provide excellent customer service, and equip them with the tools to communicate effectively with all service users.

Uncover 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. Leave with the skills to effectively deliver excellent customer service to all groups in your locality and ensure a positive service environment throughout every interaction.

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
  • 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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09:25 - 09:3


09:30 - 10:00

Ice Breaker 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


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 Studies: Gain Best Practice

  • Learn how they consistently achieve a growing customer satisfaction score year on year
  • Take away transferable tools and advice to apply to your organisation
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 - 14:30

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

Round Up and Key Takeaways