Course Details

Developing for Success: Instilling a Customer Focus

Event Description


To be confirmed


Designed for:

Mid-level managers/leaders and professional specialists in both academic (Grade AC2 and above) and professional support staff groups (Academic related grade 7 and above).



Key areas to be addressed include:



  • Understand what is meant by Service Quality
  • Service Quality in a Higher Education Context
  • Understanding customers, appreciating their needs, and seeing things from their point of view
  • Managing and exceeding customer expectations
  • Creating a positive customer experience
  • Managing and actioning customer complaints
  • Establishing and setting clear standards for their dept (Service Level Agreements) in relation to both internal and external customers
  • Continuous Improvement




Aims/Aimed at


To develop staff in the core Queen’s behaviour of Instilling a Customer Focus (through providing excellent service quality).


For those staff who would like to understand the needs of both internal and external customers and provide an excellent level of service to meet those needs.

Booking Information


Register for a course via Queen's Online: click on iTrent Training link in the list of services for staff

Booking URL: Queen's Online
New Course: No
Course Type(s): Leadership, Management and Supervisory
Staff Categories: Academic, Academic Related
Keywords: Service, Customer, Expectations, Service Standards, Complaints, Customer Needs, Internal, External

Course Contact Details

Name: Organisational Development
Telephone: 5350/5381