Association for Public Service Excellence
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Who we are
What we do

Enhancing Customer Experience on the Frontline

£178+VAT (APSE members) £289+VAT (Non-members)

30/11/22(AM) + 01/12/22(AM)

07/02/23(AM) + 08/02/23(AM)

Learn more about our in-house option, please contact Fiona Sutton-Wilson for details: training@apse.org.uk 

Each and every customer interaction that we have needs to demonstrate putting our best foot forward. Participating in customer experience training shows your commitment to ensuring your customers are getting the best possible treatment and this training will highlight your existing strengths and areas of potential upon which you can maximise. 


Learning Outcomes:

  • Identify what it means to deliver exceptional customer service
  • Appreciate how the customer journey impacts on customer satisfaction
  • Construct customer journey mapping to really understand customers experiences
  • Develop ways to summarise lessons learnt from customer comments
  • Raise awareness of and apply communication skills that contribute to an excellent service interaction  


Who Will Benefit?

This course is designed for delegates keen to understand their role as it relates to customer service. It is relevant to those involved in delivering frontline services and frontline service workers. 


This course is offered as a full day or as two half days.

Full Day: 09.30 – 16.30

Morning sessions: 9.30 – 12.30

Afternoon Sessions: 13.30 – 16.30


How do I access it?

This course will be delivered online via Microsoft Teams. To access it, you will need a WiFi connection or mobile data hotspot. Downloading Microsoft Teams to your laptop, desktop or smart device will give a better performance and greater functionality throughout the day.  This highly interactive training includes a mixture of presentations, video conferencing, group work, games, quizzes and video.


Complete the booking form below to reserve your place!

Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit unincorporated association working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.






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