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touch\u003C\u002Fli>\n\u003Cli>Handling difficult interactions and emotionally charged cases\u003C\u002Fli>\n\u003Cli>Recognition, coaching and performance management linked to service outcomes\u003C\u002Fli>\n\u003Cli>Working with contractors and outsourced service centres\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Measuring What Matters: Satisfaction, Effort, Complaints and Improvement\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Service indicators: satisfaction, customer effort, timeliness, first-contact resolution\u003C\u002Fli>\n\u003Cli>Designing surveys that produce reliable and usable results\u003C\u002Fli>\n\u003Cli>Complaints handling in line with ISO 10002 principles\u003C\u002Fli>\n\u003Cli>Root cause analysis of recurring complaints and failure demand\u003C\u002Fli>\n\u003Cli>Service dashboards for managers and senior leadership\u003C\u002Fli>\n\u003Cli>Using analytics and AI tools to understand feedback: practical uses and safeguards\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Sustaining Excellence: Governance, Assessment and Continuous Improvement\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Service ownership and governance across the organisation\u003C\u002Fli>\n\u003Cli>Self-assessment using the EFQM Model and CAF\u003C\u002Fli>\n\u003Cli>Preparing for government excellence awards and external assessments with substance, not presentation\u003C\u002Fli>\n\u003Cli>Continuous improvement methods for service processes\u003C\u002Fli>\n\u003Cli>Managing change and communicating service improvements to the public\u003C\u002Fli>\n\u003Cli>Action plan: priorities for your entity's services\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Explain the principles of service excellence and how they apply in a public sector context\u003C\u002Fli>\n\u003Cli>Segment service users and identify their needs, expectations and pain points using research and data\u003C\u002Fli>\n\u003Cli>Map a customer journey across channels and entities and identify steps that add no value\u003C\u002Fli>\n\u003Cli>Redesign a service using proactive, once-only and life-event principles\u003C\u002Fli>\n\u003Cli>Draft a service charter with clear, measurable and publishable service standards\u003C\u002Fli>\n\u003Cli>Set up a complaints and feedback process that resolves cases and drives service improvement\u003C\u002Fli>\n\u003Cli>Select service indicators that combine satisfaction, effort, timeliness and first-contact resolution\u003C\u002Fli>\n\u003Cli>Define the behaviours, decision authority and training that front-line staff need to deliver consistent service\u003C\u002Fli>\n\u003Cli>Use a self-assessment model to identify strengths and priorities for improvement\u003C\u002Fli>\n\u003Cli>Prepare a prioritised service improvement plan with owners, milestones and measures\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Service owners and managers:\u003C\u002Fstrong> heads of customer service, service delivery and customer happiness or experience units\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Front-line supervisors:\u003C\u002Fstrong> managers of service centres, call centres and front offices\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Excellence and quality teams:\u003C\u002Fstrong> institutional excellence, quality, performance and strategy staff\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Digital and process teams:\u003C\u002Fstrong> e-services, process improvement and business analysis staff\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Public sector professionals\u003C\u002Fstrong> in ministries, municipalities, authorities and government-owned service providers\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should have practical experience of delivering or managing public services. No prior training in service design is required. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Public service excellence principles\u003C\u002Fli>\n\u003Cli>User research and service segmentation\u003C\u002Fli>\n\u003Cli>Customer journey mapping and service blueprinting\u003C\u002Fli>\n\u003Cli>Life-event and proactive service design\u003C\u002Fli>\n\u003Cli>Service charters and measurable service standards\u003C\u002Fli>\n\u003Cli>Complaints handling and service recovery\u003C\u002Fli>\n\u003Cli>Service performance indicators and dashboards\u003C\u002Fli>\n\u003Cli>Front-line decision authority and service culture\u003C\u002Fli>\n\u003Cli>Excellence self-assessment and improvement planning\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Citizens now compare government services with the best digital experiences they use every day, yet many entities still measure activity instead of outcomes, handle complaints case by case and design services around internal structures. This programme gives public sector teams a practical method to design, deliver, measure and improve services that are simple, reliable and trusted.\u003C\u002Fp>","\u003Cp>Most government entities have service charters, customer centres and satisfaction surveys. Yet the experience of citizens and businesses often remains fragmented. A single life event requires visits to several entities, the same documents are requested repeatedly, digital channels mirror paper forms, and front-line staff have little authority to resolve problems. Satisfaction scores are reported, but they rarely lead to changes in how services are designed or funded.\u003C\u002Fp>\n\u003Cp>This programme treats service excellence as a management system rather than a customer care campaign. It moves through five stages: understanding what citizens actually need, designing services and journeys around them, building a service culture and capable front line, measuring what matters and learning from complaints, and sustaining improvement through governance and assessment models.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references ISO 23592 on service excellence principles and model, ISO 10002 on complaints handling, ISO 10004 on monitoring and measuring customer satisfaction, the EFQM Model, the Common Assessment Framework (CAF) used by European public administrations, and OECD guidance on digital government and service design. They are used as practical reference points, not as compliance checklists.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> Which services to redesign first; which steps and documents can be removed; how to balance digital and assisted channels so that no group is excluded; what to include in a service charter and which standards to publish; how to turn complaints and feedback into service changes; and which indicators should go to senior management each month.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: a licensing service used by citizens and small businesses. Participants map the current journey, identify pain points, redesign the service, draft service standards and a feedback loop, and present an improvement plan with measures.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own services, channels, customer data and national excellence award or government service framework, and delivered to service owners, front-line managers and digital teams together.\u003C\u002Fp>","Training Program","Basic to Intermediate","mdi-comment",[321],{"id":322,"schedule_slug":323,"start_date":324,"end_date":325,"price":326,"city_id":327,"days":289,"city_name":328},609655,"public-sector-and-government-service-excellence-in-paris","2026-10-25","2026-10-29","5500.00",12,"Paris",[330,338,345,352,360,367,373,381,385,390],{"id":331,"schedule_slug":332,"start_date":333,"end_date":334,"price":335,"city_id":336,"days":289,"city_name":337},610378,"public-sector-and-government-service-excellence-in-live-online","2026-11-15","2026-11-19","2900.00",19,"Live Online",{"id":339,"schedule_slug":340,"start_date":341,"end_date":342,"price":343,"city_id":255,"days":289,"city_name":344},610621,"public-sector-and-government-service-excellence-in-istanbul","2026-11-22","2026-11-26","4500.00","Istanbul",{"id":346,"schedule_slug":347,"start_date":348,"end_date":349,"price":326,"city_id":350,"days":289,"city_name":351},611118,"public-sector-and-government-service-excellence-in-vienna","2026-12-06","2026-12-10",6,"Vienna",{"id":353,"schedule_slug":354,"start_date":355,"end_date":356,"price":357,"city_id":358,"days":289,"city_name":359},611389,"public-sector-and-government-service-excellence-in-kuwait","2026-12-13","2026-12-17","4300.00",7,"Kuwait",{"id":361,"schedule_slug":362,"start_date":363,"end_date":364,"price":326,"city_id":365,"days":289,"city_name":366},611647,"public-sector-and-government-service-excellence-in-amsterdam","2026-12-20","2026-12-24",10,"Amsterdam",{"id":368,"schedule_slug":369,"start_date":370,"end_date":371,"price":343,"city_id":260,"days":289,"city_name":372},611909,"public-sector-and-government-service-excellence-in-kuala-lumpur","2026-12-27","2026-12-31","Kuala Lumpur",{"id":374,"schedule_slug":375,"start_date":376,"end_date":377,"price":378,"city_id":379,"days":289,"city_name":380},701630,"N\u002FA","2027-03-14","2027-03-18","5900.00",4,"London",{"id":382,"schedule_slug":375,"start_date":383,"end_date":384,"price":335,"city_id":336,"days":289,"city_name":337},706347,"2027-07-25","2027-07-29",{"id":386,"schedule_slug":375,"start_date":387,"end_date":388,"price":343,"city_id":32,"days":289,"city_name":389},706865,"2027-08-08","2027-08-12","Dubai",{"id":391,"schedule_slug":375,"start_date":392,"end_date":393,"price":326,"city_id":394,"days":289,"city_name":395},709957,"2027-11-07","2027-11-11",33,"Riyadh",{"id":327,"city_name":328,"city_slug":397,"country_id":327,"country_name":398,"country_continent":399,"featured":32,"price":400,"image_alt":401,"image_icon":250,"title":250,"h1_tag":402,"content":403,"description":404,"what_to_do":405,"cover":287},"paris","France","Europe",5500,"France-Paris","Training courses in Paris, France","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Access Elite Academy’s complete training portfolio in Paris. As a major global business and institutional capital, the city provides a strong setting for organizations and professionals seeking expert-led learning, with upcoming scheduled courses and other programs available on request.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Paris is one of Elite Academy’s international training destinations and gives organizations and professionals access to our complete portfolio of training programs across all disciplines. As a major global business and institutional capital, the city offers a professional setting for focused learning. Participants can choose from upcoming scheduled courses in Paris or request any other program from the Elite Academy portfolio to be arranged in the city, subject to scheduling and delivery requirements. Browse the upcoming schedule below or explore our training areas to identify the program that best matches your organization’s development priorities or your own professional goals.\u003C\u002Fp>",{"food":406,"places":415,"shopping":424,"experience":433},{"items":407,"title":414},[408,410,412],{"text":409},"Angelina",{"text":411},"Ladurée Champs-Élysées",{"text":413},"Le Relais de l'Entrecôte","Dining",{"items":416,"title":423},[417,419,421],{"text":418},"Eiffel Tower",{"text":420},"Louvre Museum",{"text":422},"Arc de Triomphe","Landmarks",{"items":425,"title":432},[426,428,430],{"text":427},"Galeries Lafayette",{"text":429},"Champs-Élysées",{"text":431},"La Vallée Village","Shopping",{"items":434,"title":441},[435,437,439],{"text":436},"Seine river cruise",{"text":438},"Palace of Versailles",{"text":440},"Disneyland Paris","Experience",{"image_url":287,"image_alt":443,"alt_text":287,"meta_title":286,"meta_description":444,"canonical_url":287,"schema_json":287,"include_in_sitemap":445,"robots_index":445,"robots_follow":445,"robots_advanced":287,"og_title":286,"og_description":444,"og_url":287,"twitter_card":446},"SeoMetadata image","Citizens now compare government services with the best digital experiences they use every day, yet many entities still measure activity instead of outcomes…",false,"summary",[],[449,457,466],{"id":450,"name":451,"name_2":287,"slug":452,"schedule_slug":453,"start_date":324,"end_date":325,"days":289,"hours":290,"city_id":32,"city_name":389,"price":454,"country_name":455,"program_level":318,"program_type":317,"short_details":456,"featured":250,"upcoming":250,"relevance_score":250},609491,"Measuring Customer Satisfaction and Loyalty","measuring-customer-satisfaction-and-loyalty","measuring-customer-satisfaction-and-loyalty-in-dubai",4500,"United Arab Emirates","\u003Cp>Many organisations run customer surveys every year yet cannot say which improvements would actually keep customers or why loyalty is falling. This programme gives customer experience, marketing and quality professionals a practical system to measure satisfaction and loyalty reliably, find the drivers behind the scores and turn feedback into actions that protect revenue and reputation.\u003C\u002Fp>",{"id":458,"name":459,"name_2":287,"slug":460,"schedule_slug":461,"start_date":462,"end_date":463,"days":289,"hours":290,"city_id":260,"city_name":372,"price":454,"country_name":464,"program_level":318,"program_type":317,"short_details":465,"featured":250,"upcoming":250,"relevance_score":250},609720,"Government Accounting and Financial Reporting","government-accounting-and-financial-reporting","government-accounting-and-financial-reporting-in-kuala-lumpur","2026-11-01","2026-11-05","Malaysia","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Enable participants to apply government accounting principles confidently, strengthening budget execution, financial control, reporting integrity, and accountability across public funds and government programs.\u003C\u002Fp>\u003Cp style=\"text-align: left;\">\u003C\u002Fp>",{"id":467,"name":468,"name_2":250,"slug":469,"schedule_slug":470,"start_date":471,"end_date":472,"days":289,"hours":290,"city_id":358,"city_name":359,"price":473,"country_name":359,"program_level":318,"program_type":317,"short_details":474,"featured":250,"upcoming":250,"relevance_score":250},643257,"Advanced Customer Communication Skills: Strategies for Excellence","advanced-customer-communication-skills-strategies-for-excellence","advanced-customer-communication-skills-strategies-for-excellence-in-kuwait","2026-11-08","2026-11-12",4300,"\u003Cp>\u003Cspan style=\"font-weight: 400;\">This course aims to enhance participants' customer communication skills at an advanced level, enabling them to foster strong customer relationships and handle complex customer interactions effectively.\u003C\u002Fspan>\u003C\u002Fp>","en",{"data":477,"code":280,"status":281,"message":502},[478,482,486,490,494,498],{"id":479,"title":480,"slug":481},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":483,"title":484,"slug":485},30,"Leadership Development","leadership-development-2",{"id":487,"title":488,"slug":489},29,"management skills","management-skills",{"id":491,"title":492,"slug":493},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":495,"title":496,"slug":497},21,"finance and accounting","finance-and-accounting",{"id":499,"title":500,"slug":501},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]