SERVICE EXCELLENCE TRAINING
Consistently Delivering Service Excellence Consistently Delivering Service Excellence

1 Day

Length

All Staff

Audience

6 Hours

CPD Accredited

Explore the Course

Introduction

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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 Service Methodologies™ help organisations set clear service standards, strengthen communication, and build a service-focused culture.

Audience

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This course is relevant to all staff, at every level of seniority – including those whose work is mainly internal. Service excellence matters just as much within the organisation as it does for external customers.

Learning Objectives

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Upon completing this course, learners will be able to:

Uphold the organisation’s reputation by acting as a trusted ambassador.
Deliver exceptional service that enriches both colleague and customer experiences.
Strengthen communication and collaboration to build productive relationships.
Anticipate needs to ensure others feel valued and supported.
Communicate with credibility, persuasion, and influence in a service-focused manner.
Use AI tools effectively to boost efficiency while keeping a human-centred approach.

Performance Outcomes

The course is designed to support::

Enhanced customer experience, driving higher satisfaction, loyalty, and retention.
Greater consistency in behaviour, leading to improved productivity and efficiency.
Stronger internal communication and relationships, creating happier, more engaged teams.
Increased self-awareness, confidence, positivity, and professionalism.
A calmer, more objective approach to problem-solving and performance improvement.

Course Outline

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Module 1: Service Philosophy: Responsibilities & Reputation

Learning Outcomes

Deliver service that is informative, empathetic, and professional.
Represent your organisation as a trusted ambassador.
Manage colleague and organisational shortfalls seamlessly.

Service Methodologies

Challenging the ‘Big Three’ Service Clichés
Establishing a Common Service Language
Service Principles™
Creating a Seamless Customer Experience

Module 2: Service Standards: Approach & Mindset

Learning Outcomes

Apply the mindset required to consistently deliver exceptional service.
Identify customer outcomes to provide tailored solutions.
Strengthen internal communication and workplace relationships.

Service Methodologies

The Service Quality Framework™

Module 3: Proactive Service: Anticipation & Attentiveness

Learning Outcomes

Anticipate and address customer needs before they are expressed.
Consider the full customer journey to ensure value at every stage.
Craft experiences that are personalised, memorable, and efficient.

Service Methodologies

Anticipating Customers’ Needs

Module 4: Service-Focused Communication: Verbal & Non-Verbal Skills

Learning Outcomes

Build self-awareness, confidence, and professionalism.
Become a persuasive and influential communicator.
Consistently demonstrate a responsive, can-do approach.

Service Methodologies

‘Believability’ of Communication
Body Language & Voice Factors
Using Positive & Persuasive Language

Delivery Style

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Led by commercially experienced Learning Consultants with subject-matter expertise, our courses create a supportive, inclusive, and inspiring learning environment.

<ul class=”course-delivery-list”>
<li class=”yes”>Flipcharts or interactive whiteboards used to tailor examples to the group</li>
<li class=”yes”>Group discussions and practical exercises</li>
<li class=”yes”>Opportunities to ask questions and share ideas</li>
<li class=”no”>No PowerPoint presentations</li>
<li class=”no”>No “on-stage” role-plays</li>
</ul>

Learning Materials

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Learning Manual featuring Hamilton Mercer’s Service Methodologies™ to support exercises, action planning, and post-course reflection to deepen learning.
Cheat Sheets to keep Hamilton Mercer’s Service Methodologies™ front of mind.

Knowledge Quizzes to strengthen conceptual understanding and memory retention.
Capability Self-Assessment Questionnaire to assess on-the-job effectiveness.

Certification

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This course is accredited by the CPD Standards Office, a UK-based independent CPD accreditation body. It’s certified for 6 hours of official CPD learning, supporting formal Continuing Professional Development records.

Participants receive an Official CPD Certificate & Learning Reflection Tool, suitable for inclusion in CPD records for professional institutes, regulators, or employers.

Choose a Learning Solution

Public Workshop

Develop Individuals

In-house Training

Develop Teams

Public Workshop

Overview

Public Workshops is a cost-effective learning solution developing individuals or small groups of staff (typically two or three).

Our Approach

Delivery Formats

Expert, instructor-led training with an average group size of eight learners.

In-person

Instructor-led training delivered at your location (premises).

Online

Instructor-led training delivered online via Teams or Zoom.

Option 1:

In-person

Location:

20 Mercer Street, London, WC2H 9HD

Hospitality:

Breakfast, Lunch & Refreshments

Option 2:

Online

Location:

Microsoft Teams or Zoom

Regular Breaks:

Morning, Lunch & Afternoon

Option 1:

Tailored Course

All Staff course:

Length: Full day or split over two half-days.

Logistics: Flexible dates and locations.

Tailoring: A comprehensive Learning & Performance Needs Analysis with Hamilton Mercer’s Director of Learning & Performance to validate content and align scenarios with learners’ day-to-day workplace interactions.

Reinforcement: Cheat Sheets, Knowledge Quizzes, Self-Assessment Questionnaire’s.

Option 2:

Transformation Programme

All Staff course:

paired with one or more Management courses:

All Tailored Course features, plus:

Extra Support Coaching for management.

Extra Reinforcement Learning Videos.

In-house Training

Overview

In-house Training is suitable for developing groups of people (4+).

Our Approach

Delivery Formats

Public Workshops is a cost-effective learning solution developing individuals or small groups of staff (typically two or three).

In Person

Instructor-led training delivered at your location (premises).

Online

Instructor-led training delivered online via Teams or Zoom.

Hybrid

Instructor-led training combining both in-person and online delivery.

Option 1:

In-person

Location:

20 Mercer Street, London, WC2H 9HD

Hospitality:

Breakfast, Lunch & Refreshments

Option 2:

Online

Location:

Microsoft Teams or Zoom

Regular Breaks:

Morning, Lunch & Afternoon

Option 1:

Tailored Course

All Staff course:

Length: Full day or split over two half-days.

Logistics: Flexible dates and locations.

Tailoring: A comprehensive Learning & Performance Needs Analysis with Hamilton Mercer’s Director of Learning & Performance to validate content and align scenarios with learners’ day-to-day workplace interactions.

Reinforcement: Cheat Sheets, Knowledge Quizzes, Self-Assessment Questionnaire’s.

Option 2:

Transformation Programme

All Staff course:

paired with one or more Management courses:

All Tailored Course features, plus:

Extra Support Coaching for management.

Extra Reinforcement Learning Videos.

Option 1:

In-person

Location:

20 Mercer Street, London, WC2H 9HD

Hospitality:

Breakfast, Lunch & Refreshments

Option 2:

Online

Location:

Microsoft Teams or Zoom

Regular Breaks:

Morning, Lunch & Afternoon

Upcoming Workshop Dates

If you don’t see a date that suits, please contact us to add one.

Option 1:

Tailored Course

All Staff course:

Length: Full day or split over two half-days.

Logistics: Flexible dates and locations.

Tailoring: A comprehensive Learning & Performance Needs Analysis with Hamilton Mercer’s Director of Learning & Performance to validate content and align scenarios with learners’ day-to-day workplace interactions.

Reinforcement: Cheat Sheets, Knowledge Quizzes, Self-Assessment Questionnaire’s.

Option 2:

Transformation Programme

All Staff course:

paired with one or more Management courses:

All Tailored Course features, plus:

Extra Support Coaching for management.

Extra Reinforcement Learning Videos.

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

“A brilliantly ran course with lots of interesting topics to help our team improve the way we deal with both internal and external customers. Carol was an excellent trainer who really encouraged the team to get involved with a lot of really good open discussions about the topics on hand.”

DraegerTeam Lead

“Rob delivered the course content in a fun and engaging way, that encouraged group participation and engagement. This was supported by a detailed learning manual, that will be really useful to refresh and revaluate the topics covered in the course. Really enjoyable and the time flew past which is always a good sign.”

Groupe BPCEInterim Head of Collections

“I really enjoyed my time on the course and felt it was a highly valuable experience, both for myself and the team members I supervise at our site. There were a number of areas and factors relating to delivery of service which I would never have thought about, so to see these presented to us and be able to learn so much from it was brilliant.”

Leicester CitySupervisor

Public Sector

“The course was brilliant. Claire was fantastic and kept my attention all day. The information I learnt was so useful whilst feeling it was new and fresh. So many courses I have done before, are so similar, that it often feels like it’s a repeat of previous training. This was different. A totally enjoyable experience.”

Stroud District CouncilAsset Information & Support Officer

“Excellent training that I would recommend to anyone delivering front-line public service that will help to create great customer service.”

Haringey CouncilManager

“I've attended courses delivered by Claire before and as always, she is a fantastic trainer, great mix of humour as well as quality content, enjoyed the activities and opportunity to work with other colleagues, hearing their experiences and learning from them. Very much enjoyed this course.”

Oxleas NHS Foundation TrustTeam Lead

Third Sector

“I think it was a very pleasant surprise to most of us that this course didn't follow the tired old 'Customer Service training' format we've all come to know and hate! Rob's delivery is outstanding, and the content is thought provoking and informative, so all in all very useful and enjoyable!”

Goldsmiths, University of LondonDeputy Head of IT Ops & Support

“The content was extremely useful to me, gives me a different approach for when I am in contact with members of the public, students etc. Carol was very good at explaining different scenarios and giving us the understanding for which we require. I really enjoyed the training and was delivered to the group very well.”

Sheffield Hallam University Domestic Assistant

“I found Gemma very engaging - noticing her employing all of the techniques she herself was teaching us. I also found her very approachable when I was seeking guidance on how I could better respond to difficult conversations with members of the public during historical interactions I had had last year. This specific personalization I found very valuable.”

Lawn Tennis AssociationEvents Manager