Delivering Excellent Services

Cloth Hall Court, Leeds

Thursday 23 January 2020

09:30 to 16:30

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Thursday, 23 January 2020 | 9:30 to 16:30 | Cloth Hall Court, Leeds Beckett University
Member: £245+VAT | Non member: £345+VAT

The details

Every team wants to deliver an excellent customer experience. Whether your customer is an external client, internal team or department, providing a high quality service and experience is a measurement of success. Whether you have overall accountability or are part of team responsible for a service, this interactive workshop will develop your understanding of service management concepts and how to apply them in practice. Drawing on your own experiences and on case studies, we will identify good practice and techniques that deliver a high quality service.

We will share some service analysis tools that you will apply to your service area, giving you the opportunity to review and identify potential improvement areas.  You will also learn how values and based professional practice can be used to improve service delivery to internal and external stakeholders.

Who is it for?

This workshop is relevant to service delivery managers and those involved in service delivery who are seeking to improve standards.

Learning outcomes
  • Explore what is meant by excellent service in theory and practice
  • Explore service user perceptions
  • Consider ways of measuring and evaluating services
  • Action plan for changes and improvements to your services

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What Professional Behaviours will I develop?









This was an excellent and well-paced course addressing the challenges preventing those of us in HE from delivering the excellent service we hope to. Christopher was engaging and his wealth of experience in the HE sector was incredibly useful,

This was probably the best course I've ever attended. Thank you.

I think colleagues at all levels within the University would benefit from this workshop.