The Customer Perspective - Delivering Excellence by Kevin Hopton

Grove & Dean
Thursday, 05 April 2018
9:30 am – 4:30 pm

Managing a customer service team is a demanding role. Customer service managers have to manage individuals and the team in the face of ever increasing stressful situations, with relatively inexperienced staff and high work volumes ensuring the team stays motivated.


  • Having a clear understanding of excellent customer service

  • Understanding the importance of customer focus to the business and our customers

  • Understanding your role and responsibilities as a customer service manager and your role in delivering service excellence

  • Developing a customer-centred culture

  • Understanding how your attitude, and that of your staff affects the team behaviour and therefore the service you / they provide

  • Setting standards for customer service excellence in face to face and telephone situations, and establish a blue print

  • Developing the ethos of internal customer

  • Understanding how employee experience mirrors the customer experience

  • Making customer focus a managerial priority and how to manage it effectively

  • Managing stakeholder relationships effectively

  • Building commitment / Inspiring service excellence and pride for achieving good results as individuals, a team and the Organisation

  • Motivating your team to care about the customer and to recognise and understand what is important to them

  • Applying best practice in all customer interactions

  • Ongoing measurement and monitoring to support improvements in the customer experience.

  • Experience real scenarios via case studies

Learning Objectives

By attending this event, delegates will be able to:

    • identify your organisations services and effective delivery and provision of same

    • ensue your staff know who their customers are – internal and external

    • ensure your staff identify, understand and respond to customers' needs and issues

    • manage demanding customers and challenging situations- exploring options and alternatives

    • motivate, manage and lead your team to deliver high quality customer service standards.

If this event gets fully booked, please email to be added to a reserve list.

  • 96 Market Place
  • Romford
  • RM1 3ER
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CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

6 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at