According to the UK Customer Satisfaction Index, customer satisfaction has begun to increase within the public sector during the last year, however, it still remains among the lowest performing sectors when it comes to delivering customer service. Due to growing expectations and varying customer needs, a YPO National Survey puts 83% of public sector organisations highlighting the need 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. 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 training course teaches 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.

About the Chair: David Riley
A career long customer service professional, with specialisms in customer experience, customer insight, complaints, contact centres, cultural transformation programmes, mergers, divestments, remediation programmes and operations management.

David earned his stripes in retail banking before the banking crash opened up opportunities to work in a variety of different banks. He then took the plunge and moved sectors to housing; gaining valuable insight into customer behaviour where often consumers find themselves without a choice of landlord.

David is pragmatic, likes to simplify situations and find solutions to often complex customer issues. An advocate for embracing technology and innovation in the workplace, whilst recognising that customers should always have a choice as to how they access a service.

Currently self employed as a customer experience consultant in a large housing association, David lives in Cambridgeshire and in his spare time undertakes charitable work and increasingly acts as “Dad’s taxi” to his two teenage daughters!

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: Her Majesty’s Passport Office

    • Hear from Tim Green, Head of Customer Assurance at HMPO, the leading public sector organisation for customer service
    • Learn how they consistently achieve a growing customer satisfaction score year on year
    • Take away transferable tools and advice to apply to your organisation



Tim Green

Head of Customer Assurance, Her Majesty’s Passport Office (HMPO)
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

David Riley

A career long customer service professional, with specialisms in customer experience, customer insight, complaints, contact centres, cultural transformation programmes, mergers,…

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Central London

Q: Private: What are our billing details?

A: Company Name: Govnet Communications
Company Address: 3rd Floor, St James Building, Oxford Road, Manchester M1 6PP

Q: Can I book without a purchase order number?

A: Yes. Simply email after you have booked the course, with your Purchase Order Number. Please quote your order number and the course you are booked onto.

Q: Can I make a provisional booking?

A: Unfortunately, we do not accept provisional bookings. Registrations are subject to our terms and conditions. View terms and conditions here

Q: Is lunch included?

A: Yes, a two-course hot buffet is served at lunch. Tea and coffee are served throughout the day.

Q: I have special dietary requirements, how can I request this?

A: Special dietary requirements can be catered for, please ensure you include this in the further information box when registering your place. If you have forgotten to add this, you can also send your requirements to or call 0800 542 9440. Please let us know as soon as possible so we can ensure your needs are met.

Q: I have just registered for the course, when will I receive the joining instructions?

A: You will receive the joining instructions and reminders, 6 weeks, 2 weeks and 3 days before the course date. Please check your spam box to see whether the joining instructions were sent there, if not please call 0800 542 9440 so we can have these sent to you immediately.

Q: I can no longer attend the course, can a colleague attend in my place?

A: Substitutions may be made at any time but must be made no later than 48 hours prior to the event. Please call 0800 542 9440 or email with the replacement's details.

Q: What is your cancellation policy?

A: Cancellations must be received in writing 30 working days before the date of the event and will be subject to a £195+VAT administration fee. Cancellations received after this time will be subject to the full delegate fee.

Q: Why haven’t I received the speaker’s presentation?

A: Speakers presentations are sent a week after the event date. Please contact a member of the UMG team on 0800 542 9440 or if it has been more than a week.

Q: Will there be WI-FI?

A: Yes, all our venues have the latest technology, offer full audio visual support and WI-FI.

Q: Can’t find what you are looking for?

A: Why not contact a member of the UMG team on 0800 542 9440 or email