Course description
Consistently Delivering Exceptional Service (1-Day)
Hamilton Mercer’s Consistently Delivering Exceptional Customer Service Training Course gives you the skills to deliver the highest standards of service time and time again.
Through targeted topics and tried-and tested-techniques, the course guides you on how to establish service standards, improve verbal and non-verbal communication and improve internal working relationships.
Upcoming start dates
Suitability - Who should attend?
Hamilton Mercer’s Consistently Delivering Exceptional Customer Service Training Course is suitable for anyone who deals with external or internal customers in person, by telephone or email.
Outcome / Qualification etc.
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.
Training Course Content
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.
Course Content
Module 1: Service Philosophy: Responsibilities & Reputation
Learning Outcomes
- Deliver an informative, empathetic and professional service.
- Act as an ambassador for your organisation.
- Handle awkward / embarrassing situations seamlessly.
Service Methodologies
- Service Vision
- Challenging the ‘Big Three’ Service Clichés
- Establishing a Common Service Language
- Service Principles™
- Creating a Seamless Customer Experience
Module 2: Service Standards: Approach & Mindset
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™
Module 3: Effective Communication: Verbal & Non-verbal Skills
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
Module 4: Expectation Management: Validation & Responsiveness
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™
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 100,000 learners trained
Formed in 2007
Reviews
Average rating 4.9
Mike was excellent, very informative and professional while friendly and understanding. I feel the whole group was heard and acknowledged.Thanks.
Mike was a fantastic trainer and made a long day very informative and fun. I took a lot a way thank you Mike.
Expenses
Option 1: Scheduled Courses
- Location: Covent Garden, London
- Live Virtual Training: from £395+vat per learner.
- Classroom Training: from £495+vat per learner.
Multiple booking discounts and charitable discounts are available. Please contact us for further information.
Option 2: Tailored In-house Training
- Location: Your choice (worldwide).
- Live Virtual & Classroom Training: please contact us for pricing.
Request info
Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer CPD Accredited courses at your offices - worldwide or...
Course was very useful and helpful regarding the way language is used when using customer service.