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2,662 reviews on

SERVICE EXCELLENCE TRAINING
Consistently Delivering Service Excellence Consistently Delivering Service Excellence

Course Content
Learning Solution
Book Now

1 Day

Length

All Staff

Audience

6 Hours

CPD Accredited

Explore the Course

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

Length

  • 90min

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

Length

  • 90min

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

Length

  • 90min

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

Length

  • 90min

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

<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

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

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.

Project Type

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

<p><strong>In-house Training</strong> is a cost-effective learning solution for developing <strong>groups of staff</strong> (typically four or more), with content selected based on your organisation’s specific needs.</p>

Our Approach

Delivery Formats

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.

Project Type

All Staff courses can be delivered independently as a Tailored Course or combined with Management courses to create a comprehensive Transformation Programme.

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.

Client Testimonials

Client Testimonials

Since 2007 we have worked with organisations of all sizes, across all sectors and industries,
as well as individuals looking to uplift their capabilities and boost performance.

Since 2007 we have worked with organisations of all sizes, across all sectors and industries, as well as individuals looking to uplift their capabilities and boost performance.

Private Sector

Public Sector

Third Sector

Draeger

“A brilliantly run 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 in a lot of really good open discussions about the topics covered.”

Team Lead

Leicester City

“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.”

Supervisor

Groupe BPCE

“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.”

Interim Head of Collections
Hamilton Mercer