Creating a Culture of Service Excellence

Duration: 1 day

Rating:

☆☆☆☆☆ 4.9/5

4.9/5

Creating a culture of service excellence requires more than a set of ‘inspirational’ values, and a vision and mission statement.

Hamilton Mercer’s Service Methodologies™ help managers and leaders develop the standards, rituals and common language required to create a sustainable culture of service excellence.

Certification: CPD Accredited Course

Audience

Learning Objectives

Establish practical service standards to maximise behavioural consistency.
Optimise processes to create a legacy of service quality ‘best practice’.
Identify practical metrics to measure service performance and motivate staff.
Encourage collaboration between teams / departments to drive continuous service improvement.
Prioritise people development and innovation, as well as fulfilling day-to-day operational duties.

Return on Investment

Consistently high performance grounded in defined service standards.
Improved internal communications, teamwork and problem-solving capabilities.
More happy, motivated and loyal workforce.
Fewer escalations to managers thanks to increased ownership and better processes.
‘Future-proofed’ best practices based on embedded service standards.

Course Content

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

Learning Outcomes

Clearly communicate the expected standard of service when interacting with colleagues and customers.
Avoid relying on ‘experience’ and ‘common sense’ to achieve behavioural consistency.

Service Methodologies

Service Levels Framework™ Recap
Formalising Service Standards

Learning Outcomes

Optimise processes to create a legacy of ‘best practice’ in the delivery of service quality.
Reduce the likelihood of team members becoming indispensable (due to ‘owning the knowledge’).

Service Methodologies

Creating Workflow Tools

Learning Outcomes

Identify metrics to track team performance against service excellence objectives.
Measure service quality without having to constantly monitor / micro-manage people.
Use service metrics to motivate staff and recognise their achievements.

Service Methodologies

Introduction to Measuring Service Performance
Identifying Service Quality Indicators

Learning Outcomes

Build strong alliances with other teams / internal departments.
Constructively present new ideas, welcome critical feedback, and embrace change.
Work toward a desired balance of management and leadership activities.

Service Methodologies

Hosting Effective Collaboration Meetings
The Operational, Developmental & Visionary Model™

Learning Formats

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Learning Solution

Transformation Programme
Develop Teams & Culture

Length: Flexible.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

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