Consistently Delivering Exceptional Service

Duration: 1 day
Rating:
4.9/5
4.9/5

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 develop a service-focused culture, establish service standards and improve communications.

Certification: CPD Accredited Course

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Learning Objectives

Return on Investment

Course Content

Learning Outcomes

  • Deliver an informative, empathetic and professional service.
  • Act as an ambassador for your organisation.
  • Handle 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

Learning Outcomes

  • Demonstrate the approach and mindset required to consistently deliver exceptional service.
  • Identify the desired outcomes of customers to deliver tailored solutions.
  • Improve internal communications and working relationships with colleagues.

 

Service Methodologies

  • The Service Quality Framework™

Learning Outcomes

  • Proactively identify and address customer needs before they are even expressed.
  • Consider the entire customer journey, ensuring that customers feel valued at every stage.
  • Craft experiences that are personalised, memorable, and highly efficient.

 

Service Methodologies

• Anticipating Customers’ Needs

Learning Outcomes

  • Increase self-awareness, confidence and professionalism.
  • Become a more believable, persuasive and influential communicator.
  • Consistently communicate a responsive (can-do) approach.

 

Service Methodologies

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

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

Option 2
Tailored Training
Develop Teams

Option 3
Transformation Programme
Develop Teams & Culture

Scheduled Course Dates

Classroom & Live Virtual

Learning Formats

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

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

Public Sector

Third Sector

More than 6 learners?

A more cost effective solution would be our Tailored Training; this can delivered as Live Virtual, Classroom (at your offices) or Hybrid training.

Pricing from £99 per learner.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Attend all courses within a four-week period or within a one-year period of the purchase date.

Our Client Relationship Manager will call you within one hour of your purchase to discuss course dates to suit your schedule.