Consistently Delivering Exceptional Service

Duration: 1 day
Learners Enrolled: 32,547

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 Methodologies™ help organisations to develop a service-focused culture, establish service standards and improve communications

Who should attend?

Suitable for people at all levels interacting with customers, suppliers and colleagues.

Course content – 90mins modules

Module 1: Service Culture, Philosophy & Responsibilities

Learning Outcomes

  • Deliver an informative, empathetic and professional service.
  • Act as an ambassador for your organisation.
  • Handle awkward / embarrassing situations seamlessly.


  • Establishing a Common Service Language
  • Service Vision
  • Service Principles™
  • Creating a Seamless Customer Experience

Module 2: Defining Service Standards

Learning Outcomes

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


  • Service Levels Framework™

Module 3: Service-Focused Communication Skills

Learning Outcomes

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


  • Factors of the Voice / Body Language
  • Using Positive and Persuasive Language

Module 4: Managing Expectations Responsively

Learning Outcomes

  • Select the correct levels of assertion during confrontational conversations.
  • Demonstrate a willingness to help by proactively problem solving.
  • Identify desired outcomes and validate the practicality / suitability of requests.


  • Tactfully Highlighting People’s Mistakes™
  • Proactively Saying No to Requests™

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

Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Virtual Classroom & Scheduled Courses Available - Book yours now

£297.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 09 Sep 2020
09:30 AM BST - 04:30 PM BST
£297.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 23 Sep 2020
09:30 AM - 04:30 PM
£297.00 excl. VAT

Consistently Delivering Exceptional Service

Wed 14 Oct 2020
09:30 AM - 04:30 PM

Course Locations

Online – Virtual Classroom Led Live by our Expert Facilitators.

London – 20 Mercer Street, Covent Garden, London. WC2H 9HD.

Birmingham – The BCEC, Hill Street, Birmingham. B5 4EW.

Manchester – Centurion House, 129 Deansgate, Manchester. M3 3WR.

Do you have more than 10+ learners?

A more cost effective solution would be our Tailored Virtual Classroom.

Prices from £49+vat per learner.

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

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

Rowlandson House
289-293 Ballards Lane
N12 8NP


20 Mercer Street
Covent Garden


Hill Street
B5 4EW


Centurion House
129 Deansgate
M3 3WR

©2020 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 9A Burroughs Gardens, London NW4 4AU