Basket

Rated 4.9/5

2,179 reviews on

Exceptional Service Skills for Technical People / Support

Duration: One Day

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

  • 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.

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.

Audience

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

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

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

Course Content

Learning Outcomes

  • Consistently deliver exceptional service to users and colleagues.
  • Anticipate needs and add genuine value.
  • Deal with unrealistic/unreasonable requests.
  • Managing expectations and keeping users informed.

Methodologies

  • Service Quality Framework

Learning Outcomes

  • Acknowledge the impact/significance of requests from a technical and emotional perspective.
  • Simultaneously troubleshoot and create informative notes.
  • Consider the usefulness of information documented when escalating to other teams.
  • Aim for first time fix and maximise productivity.

Methodologies

  • Investigative Questioning Techniques
  • Creating Informative Notes for Tickets™ 

Learning Outcomes

  • Make users feel comfortable by adapting terminology and consider learning styles.
  • Select the most suitable time to educate users.

Methodologies

  • Communicating with Non-Technical Users
  • Educating Users Tactfully

Learning Outcomes

  • Handle minor shortfalls seamlessly.
  • Careful structuring of communications to increase the likelihood of users accepting bad news.

Methodologies

  • Credibly Delivering Bad News™

Learning Formats

scheduled-coursesCreated with Sketch.

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

leading-remote-teamsCreated with Sketch.

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

Scheduled Course Dates

Classroom or 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 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

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

“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
Facebook-f Linkedin-in
©2025 Hamilton Mercer Training Ltd | 

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

Hamilton Mercer