Customer Service Excellence

1.2 Engagement & Consultation

Explore how organisations can turn customer understanding into active engagement, driving improvement and service sustainability. Richard and Lorna discuss strategies, examples, and practical approaches for embedding customer consultation. Learn how continuous review and adaptation keep engagement effective and authentic.

1.1. Customer Insight

Dive deep into Principle 1.1 of the Customer Service Excellence Standard with Lorna and Richard. Discover how organisations can identify, understand, and adapt to the needs of all customers, especially those who are often overlooked.

How CSE Drives Real Customer-Centered Change

Discover the core framework and unique approach behind the Customer Service Excellence (CSE) Standard. Richard and Lorna explore how Assessment Services uses the CSE to embed customer focus and continuous improvement into organisations, sharing real-world examples and insights from decades in service excellence.