GET IN TOUCH to book your customer service event.

Creating a Customer Focused Culture

A one day event that engages delegates in understanding their organisations culture in simple and practical terms – providing them with tools and techniques to create a truly customer focused organisation.

Who should attend:

This event is ideal for people from all areas of the business who want to help create a customer focus mindset. It is particularly relevant to HR/OD practitioners responsible for cultural change, performance improvement and customer experience professionals who want to engage with the wider business on the customer experience and their part in it.

By the end of the day, delegates will:

  • Understand the impact of culture on the customer experience
  • Have the tools to be able to help everyone recognise their role in the customer experience and to understand the key cultural attributes for success
  • Be able to ‘manage’ your culture using the globally acclaimed UGRs® concept

Many organisations leave their customer experience to the customer services department and unwittingly leave it to chance throughout the rest of the organisation. This event focuses in on the key lynchpin to delivering an organisation wide customer centred approach through their corporate culture.

Unwritten Ground Rules (UGRs®) exist in all workplaces. They are the unspoken genetic code of an organisation that permeate its every activity and influences every decision that is made within it. These are the rules that completely ignore the words that people say and instead go straight to what they do. They are the rules that control your processes, your policies and your customer experience and they completely bypass the carefully crafted vision and value statements that are pinned on the wall and in staff handbooks. We focus in on the way people actually behave.

The day focusses on the essence of what makes an organisation tick, and it is not the usual management jargon, theory or rhetoric. What truly sets UGRs® apart is its simple and practical approach to a very potent subject. We will demonstrate the power of UGRs in your organisation to dictate corporate performance and ultimately your customer experience – and then equip you to manage it.

Richie Maddock, the only UK / European based licensed consultant for UGRs®

CustomerTrain Richie Maddock Presenting


General Admission:
Early Bird:
Public Sector/Not for Profit:
Early Bird – Public Sector/Not for Profit:

To book a place on this course, please book by following the link to EventBrite for payments by Credit Card, or fill in the booking form below for payments by BACS, DD or by Cheque.

[contact-form subject=’Booking Form – Creating a Customer Focused Culture’][contact-field label=’Name’ type=’name’ required=’1’/][contact-field label=’Email’ type=’email’ required=’1’/][contact-field label=’Phone’ type=’text’ required=’1’/][contact-field label=’Company’ type=’text’/][contact-field label=’Position’ type=’text’/][contact-field label=’Date required’ type=’radio’ required=’1′ options=/][contact-field label=’No. of Delegates’ type=’text’/][contact-field label=’Address’ type=’text’/][contact-field label=’Postcode’ type=’text’/][contact-field label=’Additional Comments’ type=’textarea’/][/contact-form]