‘The customer’s perception is their reality’. This well-known phrase in customer service boils down to this: the customer might not actually be right, but they think they are. If a resolution is to be found, views and feelings must be valued as much as factual details.
Hamilton Mercer’s Service Methodologies™ help people remain calm, professional and empathetic during difficult situations. They encourage Learners to keep conversations under control and avoid unnecessary escalations, so they can work towards successful solutions.
Since 2007 we’ve worked with organisations of all sizes, across all sectors and industries, as well as individuals looking to uplift their capabilities and boost performance