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Hamilton Mercer - Exceptional Customer Service Training

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Consistently Delivering Exceptional Service Course



Asking people to ‘Go the extra mile for customers’ leaves too much to interpretation; one person’s ‘extra mile’ is another person’s ‘average’.


Hamilton Mercer’s unique Methodologies™ define specific behaviours required to consistently deliver exceptional service when interacting with customers and colleagues.


Who Should Attend?

People (at all levels) interacting with customers and colleagues on the phone, face to face or via written communications.


Content Overview

Module 1: Service Philosophy & Responsibilities

Learning Outcomes:

Delivering an informative, empathetic and professional service. Acting as an ambassador for your organisation. Increasing awareness of behaviours and attitudes that customers distrust.


  • Establishing a Common Service Language
  • Service Vision
  • Service Principles™
  • Creating a Seamless Customer Experience

Module 2: Defining Service Standards

Learning Outcomes:

Behaviours / mindsets linked to various service levels. Delivering exceptional service to customers and colleagues. Effective questioning and clarification skills. Anticipating needs and adding genuine value.


  • Service Levels Framework™

Module 3: Service-Focused Communication Skills

Learning Outcomes:

Becoming a more believable / persuasive / influential communicator. Taking a responsive (can-do) approach to requests. Creating a professional impression.


  • Factors of the Voice / Body Language
  • Using Positive and Persuasive Language

Module 4: Managing Expectations Responsively

Learning Outcomes:

Problem solving effectively. Validating the practicality / suitability of requests. Selecting the correct levels of assertion during potentially confrontational conversations.


  • Tactfully Highlighting People’s Mistakes™
  • Proactively Saying No to Requests™


Learning Formats

Option 1: Tailored In-house Training (Suitable for Groups of People)

• Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

• Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

• Group Size: Flexible.

Call us to discuss your requirements on 0208 445 9625, or complete an enquiry form.


Option 2: Scheduled Courses (Suitable for Individuals / Small Groups)

• Locations / Availability: Regular courses in London (dates listed below).

• Our Approach: Questionnaires to establish key development areas. Personal action plans to support skills reinforcement.

• Length/Timings: 1 day (9.30am – 4.30pm).

• Group Size: Average of 6 delegates (maximum of 8). Led by friendly and experienced facilitators. Plenty of personal attention given.

• Refreshments: Breakfast, lunch and refreshments provided throughout the day.

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


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

2020 Dates Status Price Book Course
February 25th Fully Booked £345+vat
April 1st Available £345+vat Book Online
May 12th Available £345+vat Book Online
June 24th Available £345+vat Book Online


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

2020 Dates Status Price Book Course
February 27th Available £345+vat Book Online
May 19th Available £345+vat Book Online


Manchester Training Centre > 129 Deansgate, Manchester. M3 3WR.

2020 Dates Status Price Book Course
May 21st Available £345+vat Book Online

Additional Dates: Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

Special Offers: Discounts for Multiple bookings, Charities and Social Enterprises.



Our 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


“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