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Rated 4.9/5

2,144 reviews on

Coaching
Service Excellence

Duration: One Day

Coaching is often confused with feedback, which can negatively impact the long-term sustainability of behavioural change initiatives.

Hamilton Mercer’s Service Methodologies™ help managers and leaders enhance the capabilities, motivation and overall performance of their people.

Certification

Certification

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • Managers and leaders of all experience levels and seniority that are committed to creating a development-focused culture that drives long-term behavioural performance.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Recognise the difference between a variety of development methods such as coaching, feedback and training.
  • Challenge ‘blame culture’ and ‘silo mentality’ by creating a ‘development-focused culture’, underpinned with Reflective Practice, where it’s ‘safe’ to show vulnerability (admit mistakes or request help).
  • Pinpoint developmental needs and design pathways to optimise performance.
  • Encourage team members to participate in continuous improvement initiatives.
  • Use performance data to improve the objectivity of one-to-ones and appraisals.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Uplift in staff morale, retention, employee engagement.
  • Identify and Develop High-potential employees (HIPOs) for internal promotions and management/leadership positions.
  • Optimised team efficiency (first time resolution) due to team ownership.
  • Accelerated progress towards business objectives.
  • Improved internal communications, teamwork and problem-solving capabilities.

Course Content

Course Content

Please contact us for a detailed overview of the Course Content.

Learning Outcomes

  • Clearly communicate the expected standard of service when interacting with colleagues and customers.
  • Avoid relying on ‘experience’ and ‘common sense’ to achieve behavioural consistency.

Service Methodologies

  • Service Levels Framework™ Recap
  • Formalising Service Standards
Learning Outcomes
  • Optimise processes to create a legacy of ‘best practice’ in the delivery of service quality.
  • Reduce the likelihood of team members becoming indispensable (due to ‘owning the knowledge’).
Service Methodologies
  • Creating Workflow Tools
Learning Outcomes
  • Identify metrics to track team performance against service excellence objectives.
  • Measure service quality without having to constantly monitor / micro-manage people.
  • Use service metrics to motivate staff and recognise their achievements.
Service Methodologies
  • Introduction to Measuring Service Performance
  • Identifying Service Quality Indicators
Learning Outcomes
  • Build strong alliances with other teams / internal departments.
  • Constructively present new ideas, welcome critical feedback, and embrace change.
  • Work toward a desired balance of management and leadership activities.
Service Methodologies
  • Hosting Effective Collaboration Meetings
  • The Operational, Developmental & Visionary Model™

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

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Learning Solution

Learning Solution


Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
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Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“Simon was extremely engaging. This was a fantastic follow-on course from The Customer Service enhancement training and will aid myself in supporting my team to ensure we are always delivering a level 4 service with CXI implementation.”
Headlam Group, Customer Services Manager
Headlam Group PLC Logo
“I’d rate the course excellent and recommend it to a friend or colleague. Great content and great energy, knowledge, and wisdom from Simon! Really engaging.”
Restore PLC, Manager
Restore PLC
“The course content is well structured with excellent course materials for use in the session itself and for reference when applying learning for weeks, months, years after the event. The delivery was engaging and relatable with an openness to alternative perspectives and insights that inform continuous improvement for future sessions. With just the right balance of presentation and group work, I found the session really enjoyable and highly relevant - I could think immediately of opportunities to apply the content in my role which, if done well, will be massively impactful and increase individual and team motivation in line with business goals.”
NODE4, Head fo People
NODE4 logo

Public Sector

"The course was very good, and I’d recommend it to a friend. The trainer Simon was very engaging and open with his training style. I found I wanted to learn more and understand what he was trying to teach. Simon was able to relate the course to my workplace, making the learning relevant.”
Haringey Council, Manager
Haringey Lodon
"I both enjoyed and learnt a great deal from the course that Simon delivered to me. Although I had the added benefit of having a one-on-one session Simon adapted the content of the course to meet my present understanding and requirements. He was also happy to answer questions that related to my specific role and gave useful and practical advice. "
Lawn Tennis Association, Customer Support Manager
LTA - Tennis for Britain
“It was a very interesting session, enlightening, thought provoking, stimulating, structured delivered the session in a friendly manner, giving us insights into her career life and real examples of the different culture.”
Stevenage Borough Council
Stevenage Borough Council

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer