Association for Public Service Excellence
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Leading a Customer-Focussed Culture in Local Authorities


£263+VAT (APSE members) £446+VAT (Non-members)                                          

03/11/22(AM) + 04/11/22(AM)


Learn more about our in-house option here.


How do you transform the behaviours and culture of your authority and service so it is truly customer -focused?

Local Authorities are under more pressure than ever to be innovative and commercially capable. Building a culture of outstanding customer service is a hall mark of quality as well as being an important part of the commercial viability jigsaw. This training will explore ways in which you can build on your existing service culture, learn from dips in performance and capitalize on a team effort to lead a cultural transformation. You will develop tools to demonstrate clear leadership which harnesses an appetite for customer-focused improvement.

The training is designed to provide you with practical tools you can use to review your existing culture, policies and procedures; you will explore tools to deliver services that increase customer satisfaction, involve and motivate staff, continually improve and enhance your organisation’s reputation.

Delivered in APSE’s virtual classroom, over Microsoft Teams, the sessions are highly interactive.  You will be encouraged to discuss the challenges you are currently facing, share and learn from good practice and take advantage of networking opportunities with colleagues from other authorities.


Learning Outcomes:

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

  • Analyse what makes a truly customer-focused service
  • Maximise on customer insights to design, deliver and monitor services
  • Construct customer journey mapping to really understand customers’ experiences
  • Appraise and justify a practical organisational competency framework
  • Evaluate transformational culture and behaviours


Who will benefit from attending?

The course will be relevant to those involved in delivering frontline services including Directors, Area Managers, Customer Service Managers, Quality Managers, and Performance Managers.



Morning sessions:        09:30 - 12:30

Afternoon sessions:     13:00 - 16:00

All-day sessions:          10:00 - 16:00


Click on the buttons for more information about the course

APSE Trainers

Programme (pdf)


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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