• Technical IT

    Solutions delivered throughout the UK
  • Business Applications

    Solutions delivered throughout the UK
  • Professional Best Practice

    Solutions delivered throughout the UK
  • Professional Development

    Solutions delivered throughout the UK

Building a Customer Centric Organisation Exeter

  • Price £695.00
  • Duration 1 day(s)
All major credit cards accepted


Creating a culture of service excellence that differentiates your brand is vital to your organisation's long-term success, and delivering this demands a comprehensive approach to rewards, measures and communication standards that affect every member of staff - not just those who work in front-line service roles.
This facilitated course will offer practical advice on how to take a holistic approach to creating a reputation for excellence in your business. It will give you the opportunity to benchmark your service using QA's customer experience diagnostic and provide you with a toolkit and techniques to raise service standards across your business.


By the end of the course you will be able to:

  • identify the key components of a customer centric-organisation
  • benchmark your organisation against industry best practice standards
  • create a strategy for improving your organisation's reputation for service excellence
  • use customer feedback to drive your business forward
  • set new standards of communication across your organisation
  • show your personal commitment to service excellence
  • implement customer-centric values and behaviours across your organisation.

Course Content

  • The business case for service excellence.
  • Taking a user-led approach.
  • Mapping a customer journey.
  • Capturing the voice of the customer.
  • Practice in drafting your own service standards.
  • Launching a service excellence strategy.
  • Using employee engagement to ensure buy-in.
  • What customer centric organisations do well.
  • Benchmarks for service excellence.
  • Tools and processes to review, audit and manage customer feedback.
  • The role of leadership in service excellence and how to lead by example

Make Enquiry

Course Enquiry

Book Now

Course Enquiry

Find your local training centre

Address1 Emperor Way
Exeter Business Park
Phone01423 534630