Building a Customer Centric Organisation

1 Day Course

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


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.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.


Course Outline (12 topics)

  • 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.

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