Association for Public Service Excellence
  • Facebook
  • Twitter
  • Linkedin
  • apse Blog
Who we are
What we do

Leading a Customer-Focussed Culture in Local Authorities


£259+VAT (APSE members) £439+VAT (Non-members)                                          

Learn more about our in-house option here.


How do you transform the behaviours and culture of your authority and service so it is truly customer -focused?

Local Authorities are under more pressure than ever to be innovative and commercially capable. Building a culture of outstanding customer service is a hall mark of quality as well as being an important part of the commercial viability jigsaw. This training will explore ways in which you can build on your existing service culture, learn from dips in performance and capitalize on a team effort to lead a cultural transformation. You will develop tools to demonstrate clear leadership which harnesses an appetite for customer-focused improvement.

The training is designed to provide you with practical tools you can use to review your existing culture, policies and procedures; you will explore tools to deliver services that increase customer satisfaction, involve and motivate staff, continually improve and enhance your organisation’s reputation.

Delivered in APSE’s virtual classroom, over Microsoft Teams, the sessions are highly interactive.  You will be encouraged to discuss the challenges you are currently facing, share and learn from good practice and take advantage of networking opportunities with colleagues from other authorities.


Learning Outcomes:

By the end of the course you will be able to:

  • Analyse what makes a truly customer-focused service
  • Maximise on customer insights to design, deliver and monitor services
  • Construct customer journey mapping to really understand customers’ experiences
  • Appraise and justify a practical organisational competency framework
  • Evaluate transformational culture and behaviours


Who will benefit from attending?

The course will be relevant to those involved in delivering frontline services including Directors, Area Managers, Customer Service Managers, Quality Managers, and Performance Managers.



Morning sessions:        09:00 - 12:00

Afternoon sessions:     13:00 - 16:00

All-day sessions:          10:00 - 16:00


Click on the buttons for more information about the course

APSE Trainers

Programme (pdf)


Complete the booking form below to reserve your place!

Course Date
Are you an APSE Member?
Your Details
Are you attending the course?
How did you hear about the course?

Delegate Information

Total number of people attending the course (including your attendance)
Reservation Terms and Conditions

Confirmation of Booking

Once you have booked your training, you will receive a Booking Confirmation by email. This will confirm the name of delegate; course selected; date of course; venue (including online); and course rate/fee. All fees quoted exclude VAT. This information is sent to each delegate and the person who booked their place, if different.



  • If you are not able to provide a purchase order at the time of booking, please do so as soon as possible.
  • APSE will issue an invoice for the appropriate fee, for participants attending from Local Authorities, public sector and local government organisations or APSE approved partners, unless we are notified otherwise.
  • For any other organisations, payment must be submitted prior to the course date, within 10 working days of making a booking.


Payment method

  • Payment must be made either by cheque or by bacs.
  • Please make cheques payable to APSE.
  • An e-receipt will be provided on request.
  • Please forward any correspondence to training@apse.org.uk.


All delegate fees are subject to VAT. Please note that the rates quoted are NET (they exclude VAT). Your invoice will include the VAT, please ensure you include this in your payment.

Cancellation Charges

Reserving your place is a contract. Cancellations must be made in writing/by email at least 10 working days before the event and will incur an administration fee of £60. The full delegate fee will be payable for cancellations received less than 10 working days before the event or for non-attendance. All fees are non-refundable after the cancellation period.

Substitution of delegates is acceptable any time in writing by email to training@apse.org.uk.


Booking transfers

Transferring to another course/date/venue will be possible if there is availability and will incur an administration fee of £60.

In the event of cancellation by the organisers, APSE will refund any fees paid in advance. Liability will be restricted to the refund of fees paid. Regretfully, APSE cannot accept liability for associated transport, accommodation or other costs in the event of course cancellations made by us.


Course Programme Changes

The organisers reserve the right to make changes to the programme, speakers, venue, or online platform should this become necessary. From time to time course content is updated to take advantage of new learning opportunities. This will in no way diminish the quality of the training, which will be maintained to APSE’s high standards.


Do you agree to the reservation terms and conditions?
Yes I agree       
If you would like to be invoiced, please quote your purchase order number (if appropriate)


Special Requirements (including accessiblilty) / Information
GDPR Policy
By submitting this form you agreeing to our GDPR policy
Yes I agree, submit form      


Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit unincorporated association working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.






  • Facebook
  • Twitter
  • Linkedin
  • apse Blog