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Rated 4.9/5

2,179 reviews on

Recruiting & Inducting for Service Excellence

Duration: One Day

A strong recruitment process secures candidates with the right skills, mindset, and cultural fit. Equally vital, a well-designed induction ensures seamless integration, clear expectations, and engaged contributors.

Hamilton Mercer’s Service Methodologies™ equip hiring managers and inductors with the skills to with best practices for attracting, selecting, and onboarding top talent for service-driven roles.

Audience

Audience

  • Hiring managers and leaders responsible for selecting, interviewing, and inducting new starters into customer-centric roles.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Develop an effective recruitment strategy that aligns with service excellence standards.
  • Identify and apply best practices for screening and selecting candidates suited for customer-centric roles.
  • Design and implement an engaging induction program to accelerate new hire performance.
  • Establish a structured onboarding plan that enhances employee retention and satisfaction.
  • Measure and evaluate the effectiveness of recruitment and induction processes for continuous improvement.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Improved hiring accuracy, reducing turnover and recruitment costs.
  • Enhanced employee engagement and faster integration into the company culture.
  • Higher levels of customer satisfaction due to well-prepared service employees.
  • A structured, repeatable recruitment and induction process for consistency and efficiency.
  • Increased overall productivity by ensuring new hires are job-ready from day one.

Course Content

Course Content

Please contact us for a detailed overview of the Course Content.

Learning Outcomes

  • Clearly communicate the expected standard of service when interacting with colleagues and customers.
  • Avoid relying on ‘experience’ and ‘common sense’ to achieve behavioural consistency.

Service Methodologies

  • Service Levels Framework™ Recap
  • Formalising Service Standards
Learning Outcomes
  • Optimise processes to create a legacy of ‘best practice’ in the delivery of service quality.
  • Reduce the likelihood of team members becoming indispensable (due to ‘owning the knowledge’).
Service Methodologies
  • Creating Workflow Tools
Learning Outcomes
  • Identify metrics to track team performance against service excellence objectives.
  • Measure service quality without having to constantly monitor / micro-manage people.
  • Use service metrics to motivate staff and recognise their achievements.
Service Methodologies
  • Introduction to Measuring Service Performance
  • Identifying Service Quality Indicators
Learning Outcomes
  • Build strong alliances with other teams / internal departments.
  • Constructively present new ideas, welcome critical feedback, and embrace change.
  • Work toward a desired balance of management and leadership activities.
Service Methodologies
  • Hosting Effective Collaboration Meetings
  • The Operational, Developmental & Visionary Model™

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

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Learning Solution

Learning Solution


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.
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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

“Simon was extremely engaging. This was a fantastic follow-on course from The Customer Service enhancement training and will aid myself in supporting my team to ensure we are always delivering a level 4 service with CXI implementation.”
Headlam Group, Customer Services Manager
Headlam Group PLC Logo
“I’d rate the course excellent and recommend it to a friend or colleague. Great content and great energy, knowledge, and wisdom from Simon! Really engaging.”
Restore PLC, Manager
Restore PLC
“The course content is well structured with excellent course materials for use in the session itself and for reference when applying learning for weeks, months, years after the event. The delivery was engaging and relatable with an openness to alternative perspectives and insights that inform continuous improvement for future sessions. With just the right balance of presentation and group work, I found the session really enjoyable and highly relevant - I could think immediately of opportunities to apply the content in my role which, if done well, will be massively impactful and increase individual and team motivation in line with business goals.”
NODE4, Head fo People
NODE4 logo

Public Sector

"The course was very good, and I’d recommend it to a friend. The trainer Simon was very engaging and open with his training style. I found I wanted to learn more and understand what he was trying to teach. Simon was able to relate the course to my workplace, making the learning relevant.”
Haringey Council, Manager
Haringey Lodon
"I both enjoyed and learnt a great deal from the course that Simon delivered to me. Although I had the added benefit of having a one-on-one session Simon adapted the content of the course to meet my present understanding and requirements. He was also happy to answer questions that related to my specific role and gave useful and practical advice. "
Lawn Tennis Association, Customer Support Manager
LTA - Tennis for Britain
“It was a very interesting session, enlightening, thought provoking, stimulating, structured delivered the session in a friendly manner, giving us insights into her career life and real examples of the different culture.”
Stevenage Borough Council
Stevenage Borough Council
Hamilton Mercer