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

Exceptional Service Skills for Technical People / Support

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

It takes more than technical ability to create an exceptional experience for users, and establish positive and respectful relationships between technical colleagues.

Hamilton Mercer’s Service Methodologies™ help technical people uplift their service capabilities, improve internal communication and optimise efficiency.

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

  • Technical people of all experience levels and seniority who interact with external customers (users / 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:
  • Create an exceptional service experience for internal and external customers.
  • Efficiently troubleshoot technical faults and offer practical workarounds to keep users working.
  • Create informative notes on tickets to improve internal communications / sharing of information.
  • Empathetically acknowledge the impact that technical issues are having on the user’s ability to work and remain productive.
  • Responsively manage user expectations and deliver bad news in a manner that avoids unnecessary 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 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.
  • 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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Option 2:
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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Option 3:
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

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 delivered as Live Virtual or Classroom training (or a mixture).

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

“The delivery style was very empathetic and friendly. I appreciate how we were not told what the best practice is, but we realised it through brainstorming and group exercises.”
Netstar, 1st Line Support
Netstar, 1st Line Support
“The course content was excellent and very detailed, working around our day to day scenarios helped bring home the learning. What is left now is to keep the techniques at the forefront of my mind so they become second nature. I am confident that with the learning i have had I will be able to create world class customer experience.”
ASOS, Service Desk Trainee
ASOS, Service Desk Trainee
“Excellent tailored content with a very knowledgeable and professional trainer. Interesting and stimulating conversations and examples. Great opportunities identified to improve aspects of customer service within the IT team.”
Land’s End, EU IT Manager
Land’s End, EU IT Manager

Public Sector

“Over many years I have been on a number of Service Desk courses. At best they have been a waste of time. This Hamilton Mercer course was completely different. Claire immediately established a rapport and I found myself totally engaged in learning how I could do my job better.”
Essex County Council, 1st Line Support
Essex County Council, 1st Line Support
“The course reinforced the principles and practices inherrant in providing customer service at a high level, which I have been aware of for many years though admittedly not necessarily practiced all the time. The enthusiasm and effectiveness of the trainer and the excellent presentation was the glue that kept me attentive during the course.”
West Yorkshire Police, Helpdesk Assistant
West Yorkshire Police, Helpdesk Assistant
“I thought the course was excellent, I will always try to reassure a customer even when I can’t help them. I thought the training was very interactive, the trainer had a very good teaching style and was very demonstrative.”
Lewisham and Greenwich NHS Trust, IT Helpdesk Support
Lewisham and Greenwich NHS Trust, IT Helpdesk Support

Third Sector

“I found the course content and delivery style to be very helpful, informative, engaging and insightful.”
Historic Royal Palaces, 2nd Line Support
Historic Royal Palaces, 2nd Line Support
“Indeed thought provoking! Makes you think about your attitude towards customers when dealing with an issue whether good or bad.”
United Response, 1st Line Support
United Response, 1st Line Support
“Very engaging and informative. gave a different insight into Customer Service which was very beneficial.”
Barnardo’s, Service Desk Analyst
Barnardo’s, Service Desk Analyst

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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©2024 Hamilton Mercer Training Ltd | 

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

Hamilton Mercer