Consistently Delivering Exceptional Service

Rating:
4.6/5
(4.9 based on 100 reviews)

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.

Who should attend?

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

Course content – 90mins modules

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.

Methodologies

  • 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.

Methodologies

  • 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.

Methodologies

  • 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.

Methodologies

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

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

Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Available Courses - Book yours now

Online
£287.00 excl. VAT

Consistently Delivering Exceptional Service

Tue 12 May 2020
09:30 AM BST - 04:00 PM BST
Online
Online
£287.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 24 Jun 2020
09:30 AM BST - 04:00 PM BST
Online
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Tue 21 Jul 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Thu 23 Jul 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Tue 04 Aug 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 09 Sep 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 16 Sep 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Tue 22 Sep 2020
09:30 AM - 04:30 PM
Workshop
£345.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 14 Oct 2020
09:30 AM - 04:30 PM