Stephanie Edwards MA, BA, CMICS
Director of Customer 1st International and Subject Matter Expert for Customer Service in the UK
Stephanie became a subject matter expert in customer service working for the Institute of Customer Service UK (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 the Governments UK National Occupational Standards in Customer Service at 3 levels.
Stephanie has written “The Best Practice Guide for Customer Service Professionals (2006),” and “The Best Practice Guide for Customer Service Managers (2009)” both mapped to the UK National Vocational Qualifications in Customer Service.
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 has also held the role of International Business Advisor for the UKs Institute of Customer Service (ICS) and supported the Greek Government in the formation of the Hellenic Foundation of Customer Service and also piloted professional awards in Singapore. 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”.
Stephanie secured a 5 year contract with Accenture (USA), as the UK‘s subject matter expert in Customer Service, to assist them in the development of sixteen modules of e-learning in Customer Service for their Supply Chain Academy and Finance Academy.
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 three 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 MTNN Africa for 2000 employees.
The most recent accredited qualification is a level 7, ABP Postgraduate Certificate in Customer Service Strategy to be launched in 2013.
Stephanie has advised The English Tourist Council on their Welcome to Excellence Programmes and has developed “Welcome Management” and “Lead, Motivate and Succeed”. Currently she has been asked to develop an on-line course for Visit England. 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., The Accenture Supply Chain Academy, My Customer, Customer First and Customer
Strategy, and frequently presents at seminars, conferences and exhibitions overseas.
Customer 1st International publishes high quality learning resources, developing e-learning solutions and customised training packages for large private global organisations. Stephanie is currently developing a customer service qualification for the Financial Times for a brand new call centre in Manila.
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.