These workshops aim to help delegates understand the principle that good customer service is about knowing and understanding the customer, whereas excellent customer service is about adapting to a customer's needs. Taking place on 5 September in Coventry, 11 September in London and 18 September in Brighouse, the sessions will suit customer-facing staff, with £99 tickets for members and £199 tickets for non-members. For more information, contact: katie.white@bpif.org.uk