As part of Jamaica’s drive to improve public service delivery under the Service Excellence Policy, this course equips public sector professionals with essential tools to better understand and serve their customers. Participants will gain a practical foundation in customer journey mapping and segmentation, learning how to analyze customer behavior and tailor services to meet the specific needs of different groups. These strategies are critical for maintaining high standards of customer satisfaction and ensuring that government services are efficient, responsive, and citizen-focused. Aligned with the Service Experience Learning Pathway, this course supports the Government’s broader goal of building a public sector culture rooted in excellence, accountability, and continuous improvement.