Public Service Excellence and Customer Satisfaction (GPS-015) Training Course

Public Service Excellence and Customer Satisfaction

Citizens compare public services with the best private sector experiences. Public service excellence programmes improve satisfaction, trust and efficiency. This LLMI…

5 daysClassroom or online

14Upcoming dates

8Cities

£2,250Fees from

Course overview

Why Attend

Citizens compare public services with the best private sector experiences. Public service excellence programmes improve satisfaction, trust and efficiency.

This LLMI course covers customer service principles in government, service charters and standards, front-line excellence, complaint handling, measuring satisfaction, mystery shopping, excellence models and award programmes. Participants develop a service excellence plan.

The course suits public sector service managers and front-line leaders.

Course Objectives

Apply customer service principles in public services

Develop service charters and standards

Lead front-line service excellence

Handle complaints and feedback effectively

Measure citizen satisfaction

Implement service excellence programmes

Target Audience

Public service managers

Customer service centre managers

Front-line supervisors

Quality and excellence officers

Municipal service staff

Government call centre managers

Course Methodology

Practical presentations

Service charter workshop

Role plays

Case studies

Planning

Course outline

1Day 1: Public Service Excellence

Citizen expectations
Excellence principles
Service culture
Trust in government
Benchmarks
Exercise: Service gap review

2Day 2: Charters and Standards

Service charters
Standards
Channels
Accessibility
Communication
Workshop: Service charter

3Day 3: Front-Line Excellence

Front-line skills
Empowerment
Difficult customers
Recognition
Role play: Citizen interaction
Exercise: Coaching plan

4Day 4: Feedback and Measurement

Complaints
Satisfaction surveys
Mystery shopping
Dashboards
Case study: Service turnaround
Exercise: Survey design

5Day 5: Excellence Programmes

Excellence models
Awards
Continuous improvement
Leadership
Sustaining
Capstone: Service excellence plan

Frequently asked questions

How long is the Public Service Excellence and Customer Satisfaction course?

The course runs over 5 days of classroom training, usually Monday to Friday.

When is the next Public Service Excellence and Customer Satisfaction course?

The next public date is 16 - 20 Nov 2026 in Vienna. There are 14 upcoming dates in total.

Where is this course held?

Upcoming sessions run in Vienna, Barcelona, Kuala Lumpur, Munich, Amsterdam, Cape Town, Istanbul, Geneva.

Can I take Public Service Excellence and Customer Satisfaction online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,250 per delegate, depending on the city. Fees include tuition and course materials.

Do participants receive a certificate?

Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.

Can this course be delivered in-house for our team?

Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.

Course information last updated 14 November 2026.

Public Service Excellence and Customer Satisfaction

Course overview

Course outline

Dates and fees

Frequently asked questions

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