Stephanie EdwardsStephanie Edwards


Stephanie has worked in Higher Education for over 15 years, developing customised training programmes for companies in the UK and overseas. She became a subject matter expert in customer service for the Institute of Customer Service (ICS), and specialises in helping organisations in both public and private sectors, in the UK and globally, to become more customer focused. She supports organisations in the creation of a customer service culture, developing customer service standards and a variety of customer service related products at all levels. Stephanie is proactive in the development of learning resources for the Governments UK National Occupational Standards in Customer Service at 3 levels.

Stephanie has recently written “The Best Practice Guide for Customer Service Professionals (2006),” mapped to the UK 2006 National Vocational Qualifications in Customer Service level 2 and has just completed “The Best Practice Guide for Customer Service Managers (2009)” mapped to the UK 2006 National Vocational Qualifications in Customer Service level 3. These books have also been customised for the National Initiative of Service Excellence in Barbados, to be used in conjunction with the delivery of Customer Service NVQs. Stephanie and her team also develop resources for the awarding body LCCI in Singapore. The Best Practice Guides have been translated into two other languages for global clients.

Stephanie also had the role of International Business Advisor for the ICS and supported the Greek Government in the formation of the Hellenic Foundation of Customer Service. Stephanie has developed service excellence programmes in Africa (Kenya and Nigeria), Asia, including Singapore, Latin America and the Caribbean.

Stephanie has also developed learning resources for the ICS, ICS Service Focus which consists of two programmes, “ICS First Impressions” and “ICS Service Management”.

Recently, Stephanie secured a major contract with Accenture (USA), as the UK‘s subject matter expert in Customer Service, to assist them in the development of nine modules of e-learning in Customer Service for their Supply Chain Academy. These will be adopted by Unilever Plc and Shell.

Stephanie worked closely with Professor Robert Johnston at The University of Warwick to initiate the Diploma in Service Leadership, a post graduate programme now run by Warwick Business School.

Stephanie has also just launched two exciting accredited, on-line, tutor led programmes in Customer Service, the first in the UK, from her two best sellers, “The Best Practice Guide for Customer Service Professionals (2006)” and “The Best Practice Guides for Customer Service Managers (2009)”. These programmes have been adopted by MTN Africa, the largest telecommunications company in the developing world, and as sponsors of the Fifa World Cup 2010, MTNN decided to become a world class service provider. All MTNN employees based in Nigeria are going through both award programmes as part of their CPD. These awards will then be rolled out globally.

Stephanie has advised The English Tourist Council on their Welcome to Excellence Programmes and has developed “Welcome Management” and “Lead, Motivate and Succeed”. She judges for the National Customer Service Awards at the Grosvenor House Hotel in London each year, where 34 awards are presented, with an attendance of over 1700, a reminder of the power of celebrating customer service professionalism. Stephanie also judges the Customer Service Professional of the Year for the National Tourism Awards. She writes articles for professional magazines and learned journals globally, e.g., My Customer, Customer First and Customer Strategy, and frequently presents at seminars, conferences and exhibitions overseas.

She is also advising Accenture (USA), Unilever, Diageo and BAT who are all currently developing a Customer Service Strategy for their global market.

Stephanie Edwards' qualifications include an MA in Marketing, BA in Business and Administration and a Certificate in Education from the University of London. She is passionate about achieving business success through service excellence and recognises the importance of developing and empowering staff at the customer interface to ensure customer satisfaction and competitive edge.