Coaching Service Excellence

Duration: 1 day

Rating:

☆☆☆☆☆ 4.9/5

4.9/5

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.

Audience

Learning Objectives

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

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

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

Learning Formats

Classroom

Facilitator-Led at one of
our Locations or Yours

Live Virtual

Facilitator-Led via
Zoom or Microsoft Teams

Hybrid

Facilitator-Led, combining Classroom & Live Virtual

Quick Links

Learning Formats

Option 1:
Live Virtual Training
Learn from Anywhere

90 mins, 180 mins 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).
Call us on 0800 121 4660 or complete the enquiry form to discuss.

Option 2:
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.

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

“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

“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

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

"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

“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