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Customer Service Training

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Customer Service Training


Hamilton Mercer offers a comprehensive range of customer service courses suitable for people dealing with internal and external customers.



Customer Service Training

Consistently Delivering Exceptional Service  

  • Service Philosophy & Responsibilities
  • Defining Service Standards
  • Service-Focused Communication Skills
  • Managing Expectations Responsively

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Dealing With Difficult Situations Training

Dealing with Difficult Situations

  • Building Self-Awareness and Resilience
  • What People Want: Psychological Fix vs. Logical Fix
  • Structuring Difficult Conversations
  • Managing Difficult People / Inappropriate Behaviours

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Telephone Skills Training

Professional Telephone Skills

  • Professional Communication Skills
  • Best Practice Telephone Etiquette
  • Structuring Professional Telephone Conversations

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Professional Written Communication

  • Persuasive Writing Skills
  • Structuring Written Communications
  • Attention to Detail
  • Inbox Management

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Industry Specific Course:



Exceptional Service Skills for Technical Support

  • Service Philosophy, Responsibilities and Standards
  • Effective Troubleshooting / Creating Informative Tickets
  • User-Focused Communication Skills
  • Structuring Difficult Conversations

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Our Clients Include





Benefits of Customer Service Training


Increase Knowledge and Awareness of Customer Service

Appreciate the influence that the thinking styles and behaviours can have on team morale, organisational culture and the perception of external customers. Champions of customer service are conscious of their own personal impact, they can communicate company values through their own behaviours and take an assertive approach when dealing with customer interactions by focusing on common goals for a win-win outcome.


Develop the Behavioural Qualities and Skills Needed to Deliver Great Customer Service

Champions of great customer service can simultaneously deliver on transactional and character responsibilities to create a positive and seamless customer experience that is consistent with organisational values. They demonstrate substantial character qualities that include empathising with the customers needs, identifying suitable solutions and managing customers expectations. Customer service champions build relationships and loyalty by connecting with customers through personalising interactions, and providing customers with multiple reasons to keep returning. Customer service training develops these vital character qualities.


Motivate Yourself with Customer Service Training
Develop your inner motivation and passion for delivering great customer service by learning best practice strategies that increase your confidence during customer interactions. Hamilton Mercer offer Open customer service courses in London and Birmingham. If you would like to train a group of employees, we offer in-house customer service training at your offices.


Please select a suitable course from the list below or contact us for more details;


Customer Service Courses

Customer Service Training in London

Customer Service Training in Birmingham

Customer Service Training in Manchester


Customer Service Training

Call 0800 121 4660
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“Thoroughly enjoyed the customer service course. It revealed flaws in my telephone technique which I intend on rectifying immediately. The trainer was very positive and enthusiastic which kept my interest levels high throughout the day”.

Customer Service Advisor
Barnsley Metropolitan Borough Council


“I really enjoyed and benefited from this course, I learnt a lot about reception and customer service through scenarios. The trainer was excellent and I would like Surrey and Borders to do more courses like this; especially assertiveness and building self-esteem”.

Learning & Development Assistant
Surrey and Borders Partnership NHS


“I found the course excellent and very interesting, I have learnt a lot. I will take a lot from this course to use in my daily role.”

Customer Service Advisor
Sandwell Council


“I found the training very useful and believe it helped to boost morale within the team. The delivery of the course was both stimulating and motivational.”

Flight Coordinator
Riviera Travel


Customer Service Training