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Hamilton Mercer - Exceptional Customer Service Training

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Exceptional Customer Service Training



Your goal shouldn’t just be exceptional customer service, it should be consistently exceptional customer service. Achieve this and you not only demonstrate a positive, can-do approach that turns on customers to your product or brand. You do it again and again, to build trust and an enduring reputation.


This course looks at the key techniques to help you do just that.


Learning Outcome

• Increase productivity.
• Maintain a consistent and proactive approach to customer service.
• Build strong relationships with internal and external customers.




Course Topics

Scheduled Course topics are coloured black. In-house Training is tailored to your needs so you can choose any of the topics listed below plus you can combine topics from any of our courses to create the perfect learning solution.


Achieving Consistency in Service - These fundamental techniques will help staff achieve a consistent standard of service with internal and external customers, and raise personal awareness of their role.

  • Service Principles
  • Serving ‘Captive’ Customers
  • Defining Service Standards
  • What Signals Are You Sending To Customers?
  • Personal Impact / Accountability for Actions (In-house training only)
  • Behaviours and Attitudes Customers Distrust (In-house training only)


Customer Focused Communication - These verbal, body language and rapport-building techniques help develop an engaging and personalised approach to customers and demonstrate a deep level of commitment.

  • Recognising Customer Preferences and Adapting Accordingly
  • Communicating Believably and Building Trust
  • Voice Factors
  • Advanced Language Skills
  • Confidence in Body Language
  • Choosing the Correct Communication Channel (In-house training only)
  • Creating Personal Connections (In-house training only)
  • Building Appropriate Levels of Rapport (In-house training only)
  • Avoiding Overfamiliar Behaviour (In-house training only)

Providing Solutions and Adding Value - It’s all about going the extra mile. Learn ways to delight customers with an above-and-beyond approach that further improves the reputation of the company.

  • A ‘Can Do’ Approach
  • Active Listening Skills
  • Questioning Techniques
  • Strategies for Adding Genuine Value
  • Summarising Effectively (In-house training only)
  • Keeping Customers Informed (In-house training only)
  • Problem Solving and Decision Making (In-house training only)


Keep on Smiling - It doesn’t always go smoothly, but by remaining patient you can avoid things that might frustrate or concern customers – and maintain your reputation for excellent service.

  • Avoiding the Temptation to Divulge Negative Information
  • Handling Customers Struggling To Understand Information and Procedures (In-house training only)
  • Happily Answering Numerous Customer Questions (In-house training only)




Delivery Style

• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.




Learning Formats


Option One: Tailored In-house Training (Suitable for Groups of Staff)


Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 90-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.


Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.



Option Two: Scheduled Courses (Suitable for Individuals and Small Groups)


Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.

Length: 1 day (9.30am – 4.30pm).

Locations / Availability: Regular courses in London, Birmingham and Manchester (dates listed below).

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training presented on completion and course manual included.


London Training Centre: 20 Mercer Street, Covent Garden, London WC2H 9HD.

Course Date Price Status Book Course
2019 Dates  
June 11th £345+vat Available Book Online
September 18th £345+vat Available Book Online
November 14th £345+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.


Birmingham Training Centre: 43 Temple Row, Birmingham. B2 5LS.

Course Date Price Status Book Course
2019 Dates  
June 5th £345+vat Available Book Online
October 10th £345+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.


Manchester Training Centre: Centurion House, 129 Deansgate, Manchester. M3 3WR.

Course Date Price Status Book Course
2019 Dates  
June 4th £345+vat Fully Booked
October 3rd £345+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.


Special Offers: Multiple bookings discounts are available and we also offer discounts for Charities and Social Enterprises.




Clients Include

Hamilton Mercer Training - Clients

Exceptional Customer Service Training

Call 0800 121 4660
Enquiry form Click here

Online Booking form Click here

“I found this training to be extremely useful for my development as an employee of British Gymnastics. The course was very insightful and thought provoking; I feel I have taken away an improved approach to customer service”.

Club Development Coordinator

British Gymnastics


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

Customer Service Advisor

Sandwell Council


“Excellent course - very pleased with it. Helpful and really easy to understand techniques. I recognise the importance of providing excellent customer service. Lots of information gained”.

Customer Service Advisor



“The course was very good and well structured. I have learnt to be more positive, confident and how to communicate better with my body language. The trainer performed very well and was understanding”.

Customer Services Manager

British American Tobacco / EMCOR


“The customer service training course was very helpful and interesting. I now feel more confident with the skills I have learnt today”.

Facilities Administrator
Metronet Rail


“I just wanted to say a huge thank you for the continuous smooth communications & successful course delivery related to our customer service training programme over the past 12 months. Our Security management team have been delighted with the training outcome and overall, we received great feedback from attendees”.

Training Manager
University of Leicester


“The training exceeded my expectations, the course content was excellent and the trainer was extremely knowledgeable”.

Head of Friends and Patrons
Royal Opera House


“I feel the whole company would benefit from this course as we can all give exceptional customer service to all our customers and be consistent in our delivery, I found the training and the trainer excellent and I am looking forward to using my new skills and techniques”.

Customer Service Advisor
Swale Heating


“Interesting and efficient explanations of how to deliver customer service to an exceptional degree. Understanding provided as to “why” not just “how” this is achieved. The course is A+”.

Customer Service Representative
Aerial Direct


“I have enjoyed and learned a lot from attending this course. I have done phone work for many years and thought I knew it all – how wrong I was! Excellent and informative, I will put into practice what I have learnt”.

Customer Contact Advisor
Equine & Livestock Insurance Company