Stephanie Edwards | MA, BA (Hons), CMICS
Director of Customer 1st and subject matter expert for customer service in the UK
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 a competitive edge.
Stephanie has worked in further & higher education for over 20 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 become more customer-focused. She supports organisations in the creation of a customer service culture, developing service standards and a variety of customer service related products at all levels.
Stephanie wrote The Best Practice Guide for Customer Service Professionals, and The Best Practice Guide for Customer Service Managers mapped to NOS. The Best Practice Guides have been translated into two other languages for global clients.
Stephanie held the role of International Business Advisor for the ICS and supported the Greek Government in the formation of the Hellenic Foundation of Customer Service. She also developed service excellence programmes globally, in Kenya, South Africa, Nigeria Singapore, Latin America and the Caribbean.
Stephanie wrote successful learning resources for the Institute of Customer Service (ICS) first impressions and ICS Service Management, both very successful.
She secured a major contract with Accenture (USA), as a subject matter expert in customer service, assisted the company in the development of 23 modules of e-learning in customer service for the Accenture Supply Chain Academy.
Stephanie launched the first accredited, online, tutor-led programmes in Customer Service, in 2012.and also developed "Welcome Management" and "Lead, Motivate and Succeed" for The English Tourism Council.
Stephanie has judged for the National Customer Service Awards & written articles for professional magazines and learned journals eg The Accenture Supply Chain Academy Blog, My Customer, Customer First and Customer Strategy, and frequently presents at seminars, conferences and exhibitions globally.