Hamilton Mercer
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Rated 4.9/5

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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

Certification

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.

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

Audience

  • Professionals of all experience levels and seniority that interact with external customers (clients / suppliers) and internal customers (colleagues / contractors) across all communications channels; face to face, telephone and written.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Consistently deliver an exceptional standard of service to internal and external customers.
  • Improve internal communication and strengthen working relationships with colleagues.
  • Uphold the organisation’s reputation and enhance the customer experience.
  • Anticipate customers’ needs, making them feel valued and understood.
  • Become a more credible, persuasive, and influential communicator.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Improved customer experience, strengthening satisfaction, loyalty, and retention.
  • Greater behavioural consistency, productivity and efficiency.
  • Happier teams enjoying improved internal communications and relationships.
  • Increased self-awareness, confidence, positivity and professionalism.
  • Calm, objective approach to solving problems and improving performance.

Course Content

Course Content

Learning Outcomes
  • Avoid  unnecessary escalations when interacting with difficult people.
  • Carefully select the correct levels of assertion during confrontational conversations.
  • Improve patience, tolerance and empathy.
Service Methodologies
    • Trigger Phrases That Cause Unnecessary Escalations
    • Tactfully Highlighting People’s Mistakes™
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/span>
  • 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

View Course dates
Make an Enquiry
Read Reviews

Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • 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.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
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.
Make an Enquiry

Classroom & Live Virtual

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.

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

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

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.

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

“Excellent and friendly trainer I have some key messages to take into my customer service facing role.”
Savills, Residents Service Manager
Savills, Residents Service Manager
“I found the training session extremely useful and insightful. In addition, Caroline was particularly engaging and friendly. I would absolutely recommend this course to colleagues.”
Club Wembley, Sales Account Manager
Club Wembley, Sales Account Manager
“Informative, educational and well delivered course. Insightful information learnt to apply in my job.”
Leigh Day, Office Supervisor
Leigh Day, Office Supervisor

Public Sector

“The content and delivery was very good and I would recommend the training to other colleagues. The trainer delivered the course in an excellent way.”
Department for Business, Innovation and Skills (BIS), Operational Manager
Department for Business, Innovation and Skills (BIS), Operational Manager
“Excellent training that I would recommend to anyone delivering front-line public service that will help to create great customer service.”
Wakefield Council, Communities Manager
Wakefield Council, Communities Manager
“Very informative and useful. Friendly and efficient Trainer who made the topic very interesting. Everybody left fully understanding the importance of excellent customer service.”
Guy's and St Thomas' Hospital, Service Manager
Guy's and St Thomas' Hospital, Service Manager

Third Sector

“Very positive approach, pointed out interesting stats about behaviour and perception. This course will make me think about responses and aim to be more pro-active in contacting patrons.”
The Royal Opera House, Patrons Manager
The Royal Opera House, Patrons Manager
“I enjoyed the content of the course as it was refreshing and gave me lots of practical ideas to take away with me.”
The Salvation Army, Administrator
The Salvation Army, Administrator
“I found the course very easy to follow and the delivery was very clear. There were excellent examples used to help us understand."
Barnardo’s, Event/Voice Communication Manger
Barnardo’s, Event/Voice Communication Manger

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.

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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

930 High Road
North Finchley
London
N12 9RT

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

Hamilton Mercer
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©2025 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer

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.

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