PT207: Managing Customer Excellence

This practitioner level course covers identifying customer/stakeholder requirements to deliver customer excellence.

Course ID: 2228

This CQI/IRCA certified PT207: Managing Customer Excellence course will provide learners with the practical skills to identify the different types of customers and stakeholders. Gain knowledge and insight into their various types of requirements. Learn the skills required to translate these requirements to their organisation’s governance, assurance and improvement processes; therefore, delivering customer excellence. Learners will leave the course with the capability to use customer feedback and information from the external environment to enhance and innovate their organisation’s products and services.

Who Should Attend?

This course is aimed at those managing customer excellence and the development of performance measures supporting customer and stakeholder needs.


There are no prerequisites, but there is recommended prior knowledge, FD105 Introduction to Product and Service Management.

Course Summary

Prices from







* + VAT per person
Classroom Dates Selected
Virtual Dates Selected

3 days

4-12 candidates

Classroom, Virtual Classroom & Online

Course Dates

PT207: Managing Customer Excellence currently does not have any dates scheduled. If you are interested in this course, please click below to get in touch with us so we can organise a date for you.

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Course Outcomes

You will have the knowledge to:

  • Apply a wide range of methods to establish customer/stakeholder requirements and views
  • Understand typical risks associated with their organisation’s context and how they are addressed
  • Support process owners and managers in understanding customer and stakeholder requirements
  • Ensure customer/stakeholder requirements are well understood and can flow across the organisation
  • Ensure customer/stakeholder requirements are well understood and can flow down through the supply chain (external providers/suppliers)

You will learn the skills to:

  • Use tools to gather insights into markets, competitors, benchmarking and customer requirements
  • Describe key tools to use in incremental, step change or transformational changes, in order to understand customer/stakeholder requirements
  • Deploy appropriate tools and methods to enable the organisation to gain knowledge of market, competition, peers, quality differentiators and benchmarking with respect to specific products/services
  • Be a stakeholder advocate

Learn Online

This course is also available as an eCourse. With no deadlines or time restrictions, our eCourses are designed to be completed online at your own pace and our costs are inclusive of materials, issue of certificate and tutor support.

Upon purchasing the course you will receive an access code that provides immediate access to the course on our online platform.

Following completion of the course there is an online, proctored examination. Once you complete the online sessions you will be able to schedule the examination at a time that suits you.

For more information about our ecourses please contact us at or via the form below.

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Frequently Asked Questions

IRCA and CQI stand for International Register of Certificated Auditors and Chartered Quality Institute. The CQI exists to make society better by supporting excellence in, and the widespread adoption of, quality management. IRCA is the leading professional body for management systems auditors.

We accept the following methods of payment, BACS transfer or credit/debit card. Please see our terms and conditions for further details.

Yes, all our training courses can be delivered in house for your team, we also offer a bespoke training option if you need the training tailored to your organisation or specific requirements.

Yes, all learners will receive a comprehensive set of training materials. As we are conscious of our environmental impact, our default position is that materials are provided digitally through our partner Mimeo Digital. This allows learners the flexibility to view materials on a laptop, tablet or to print if preferred.

We will also provide loan copies of the necessary standards for use during the course.

For eCourses, all materials will be provided digitally through the eCourse platform.

We don’t offer a residential option, but if you require accommodation during your training please contact us and we can provide you with a list of recommended local hotels.

All our open training courses are held at our bespoke training facility; Orbit Business Centre, Merthyr Tydfil. For an overview of the venue please click here.

Yes, refreshments throughout the day and a buffet lunch will be provided. If you have any dietary requirements, please make sure to tell us prior to the course start so that we can provide suitable catering.

When you purchase an eCourse via our website you will receive an email containing instructions and an access code for your training. Follow the link on the instructions to our training platform and you can redeem the access code to gain immediate access to your course.

This course contains an online examination at the end of the training content. We use a proctoring platform to allow us to conduct these exams remotely. When you complete the training content, we will contact you to arrange a suitable time and date for you to take the examination. Please note that identification is needed to undertake the examination.

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