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KEY MANAGEMENT SKILLS

CUSTOMER SERVICE

Customer Insight

An event for all public sector managers which focuses on the importance of developing an in-depth understanding of your customers. Also covered from a practitioner’s view are concepts like segmentation and journey mapping.

Programme Director Clement De Souza

Code Length Price

CUIN ½ day £200

Venue Dates

London 22 Jul 10, 18 Feb 11

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/cuin

Customer Service Excellence

The Government Standard

This programme introduces the new government standard on Customer Service Excellence. In addition to setting the Standard in context, it introduces concepts such as customer segmentation and journey mapping. Of particular interest to practitioners will be the emphasis of self-assessment to the Standard.

Programme Director Clement De Souza

Code Length Price

CSEX ½ day £200

Venue Dates

London 29 Apr 10, 13 Jul 10, 6 Oct 10, 25 Jan 11

Scotland 21 Sep 10

You are advised to visit cse.cabinetoffice.gov.uk to learn more about this Standard

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/csex

Self Assessment Using Customer Service Excellence

(The Government Standard)

This event is designed to complement the Customer Service Excellence (CSE) event (above). It will discuss the CSE criteria in detail for self-assessment purposes.

Programme Director Clement De Souza

Code Length Price

CUIS 1⁄2 day £200

Venue Dates

London 29 Apr 10, 13 Jul 10, 6 Oct 10, 25 Jan 11

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/cuis

Customer Segmentation

An event for all public sector managers who want a better understanding of the term ‘segmentation’ and its benefits for their organisation. It concentrates on the application of segmentation methods in public sector organisations.

Programme Director Clement De Souza

Code Length Price

CUSG ½ day £200

Venue Dates

London 9 Sep 10, 2 Mar 11

Scotland 21 Sep 10

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/cusg

Customer Journey Mapping

This programme is designed for all public sector managers who wish to understand what customer journey mapping is and how it tracks the customer experience.

Programme Director Clement De Souza

Code Length Price

CUJM ½ day £200

Venue Dates

London 3 Jun 10, 13 Jan 11

Scotland 24 Sep 10

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/cujm

Managing Customer Complaints

For those who wish to understand how to manage customer complaints effectively and understand customer care in order to improve customer service. You will learn how to improve customer service through the effective management of customer complaints.

Programme Director Clement De Souza

Code Length Price

CUMC ½ day £200

Venue Dates

London 9 Jul 10, 4 Feb 11

Scotland 24 Sep 10

For further information Lisa Lay 01344 634 586, gtn 3803 4586 lisa.lay@nationalschool.gsi.gov.uk nationalschool.gov.uk/cumc


STAKEHOLDER ENGAGEMENT

Stakeholder Engagement in Action

Design and delivery

You want to include an element of public engagement in a piece of work you are doing and you want to explore how. You want to be clear how it fits into a policy cycle.

You want to gain some perspective on what seems like an endless choice of methods.

You want to know how effective internet-based engagement is, and not just be swept along by hype.

You want to make smart choices, good investments and carry out genuine not tokenistic public engagement. You will explore the issues with cutting-edge practitioners from the third sector.

Programme Director Adrian Robertson and Charlotte Revely

Code Length Price

SDP2 1 day £375

Venue Dates

London 2 Sep 10, 1 Apr 11

For further information Lucy Padfield 01344 634 619, gtn 3803 4619 lucy.padfield@nationalschool.gsi.gov.uk nationalschool.gov.uk/sdp2

For a stakeholder engagement programmes specifically for information and communications specialists see page 72.