Human Resources

Customer Insight

Format: A mixture of discussions, activites and group work
Presenter: Helen Keetch, Learning & Development Adviser
Time: 4 hours


This session will look at how individuals recognise customers in all their various forms and capacities. Individuals will attend the workshop having carried out a ‘temperature check’ on their own area of work providing an insight into what they are currently doing well and where there are areas of potential. In this session we will be providing individuals with the opportunity to consider the paths and procedures customers must follow in order to achieve their required outcome. Time will also be spent considering how well individuals understand their own outlook on service and how it affects the way they work and the service level they deliver. All participants will write down what they consider their strengths and perceived weaknesses are.  This will form the basis of the final activity.

The aims of the workshops are to:

  • Understand the value of journey mapping - what it is and how it can be used as a tool to set service standards
  • Establish if there are service standards within your area (please try to ascertain if any are in existence and if they are adhered to) and if not how can we work together to set them
  • Understand the different types of customers we encounter every day and what they are looking for from us.  Hear what it is the customer is actually saying and not what you want to hear or think they are saying and respond accordingly
  • Determine what is excellent customer service
  • Consider what changes can be made within individual areas.

Learning outcomes:

By the end of this workshop participants will:

  • Be setting and adhering to service standards by understanding they are critical to the success of delivering excellent customer services
  • Recognise that different customers have different needs and meeting customer needs doesn't mean just matching them to the right product or service, it means addressing their total need during your encounter
  • Understand that the need of the customer is not restricted to a particular service but extends to a range of personal needs, each of which is possibly unique to individual customers
  • Be given the opportunity to share best practice across the University in order to ensure consistency of processes
  • Be thinking about how to make impactful changes and how to implement them.