Hamilton Mercer
Rated 4.9/5 based on 2,060 reviews
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25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES
25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES

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

  • People 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

  • Upon completing this course learners will be able to:
  • Consistently deliver an exceptional standard of service to internal and external customers.
  • Handle awkward / embarrassing situations seamlessly to uphold the organisation’s reputation and protect the customer experience.
  • Become a more believable, persuasive and influential communicator.
  • Improve internal communications / working relationships between colleagues.
  • Responsively manage customer expectations to avoid unnecessarily escalations.

Return on Investment

  • Performance outcomes include:
  • Satisfied and loyal customers.
  • 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

Learning Outcomes

  • Deliver an informative, empathetic and professional service.
  • Act as an ambassador for your organisation.
  • Handle awkward / embarrassing situations 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 and hidden needs of customers to deliver tailored solutions.
  • Improve internal communications and working relationships with colleagues.

Service Methodologies

  • Service Quality Framework™

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 Outcomes
    • Identify desired outcomes and validate the practicality / suitability of requests.
    • Demonstrate a willingness to help by proactively problem solving.
    • Managing expectations when requests cannot be met.
Service Methodologies
  • Proactively Saying No to Requests™

    • Learning Formats

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    Classroom

    Facilitator-Led at one of
    our Locations or Yours

    Live Virtual

    Facilitator-Led via
    Zoom or Microsoft Teams

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    Hybrid

    Facilitator-Led, combining Classroom & Live Virtual

    Quick Links

    View Course dates
    Make an Enquiry
    Read Reviews

    Learning Formats

    Option 1
    Live Virtual Training
    Learn from Anywhere

    • One day courses.
    • Delivered via Zoom, all you need is a device with Internet (camera and microphone recommended).
    • Interact with a live expert learning consultant.
    • Pre-course questionnaires to establish key development areas.
    • Personal action plans to support skills reinforcement.
    • View available course dates
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    Option 2
    Tailored Training
    We'll Come to You - Worldwide

    • 90mins, 180mins or One day courses.
    • Comprehensive learning and performance needs analysis to identify your requirements.
    • Tailored course content delivered via Zoom / MS Teams or at your premises.
    • Manager development tools provided to ensure learning reinforcement – part of our HMOnTrack™.
    • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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    Option 3
    Scheduled Courses
    Come to Us - Across the UK

    • One day courses.
    • Training centres in London, Birmingham and Manchester.
    • 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 course dates

    Course Dates - Live Virtual & Classroom

    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 6 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

    “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

    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