Asking people to ‘go the extra mile’ 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, suppliers and colleagues.
Delivering an informative, empathetic and professional service. Acting as an ambassador for your organisation. Increasing awareness of behaviours and attitudes that customers distrust.
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.
Becoming a more believable / persuasive / influential communicator. Taking a responsive (can-do) approach to requests. Creating a professional impression.
Problem solving effectively. Validating the practicality / suitability of requests. Selecting the correct levels of assertion during potentially confrontational conversations.
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