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Consistently Delivering Exceptional Customer Service – Classroom or Live Virtual Classroom

Hamilton Mercer
Course summary
3 Hours (Live Virtual Classroom) - One Day (Classroom)
167 - 297 GBP excl. VAT
Professional Training
Next available date: 12th May 2020 (1.30pm - 4.30pm) - Online courses
Course Dates
23rd July 2020 (9.30am - 4.30pm) 
297 GBP
22nd September 2020 (9.30am - 4.30pm) 
297 GBP
4th August 2020 (9.30am - 4.30pm) 
297 GBP
9th September 2020 (9.30am - 4.30pm) 
297 GBP
21st July 2020 (9.30am - 4.30pm) 
297 GBP
16th September 2020 (9.30am - 4.30pm) 
297 GBP

Course description

Consistently Delivering Exceptional Customer Service – Classroom or Live Virtual Classroom

Hamilton Mercer’s 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, it guides you on how to develop a positive, friendly and professional approach.

Put these techniques into action to build valuable and enduring relationships between customers and a business or a brand.

COVID-19 Update

This provider offers an online version of their classroom courses

Do you have questions about COVID-19 in relation to this course?

At we are committed to helping everyone who wants to learn, to learn. So are our trusted partner providers.

Get in touch on this page to find out whether there are any changes to this course in light of COVID-19.

Suitability - Who should attend?

Hamilton Mercer’s Exceptional Customer Service Training Course is suitable for anyone who deals with external or internal customers in person, by telephone or email. It is a great grounding for anyone moving into a role with a greater emphasis on customer service, or seeking new opportunities in customer-facing roles.

Training Course Content

  • Service Principles
  • Serving ‘Captive’ Customers
  • Defining Service Standards
  • What Signals Are You Sending To Customers?
  • Recognising Customer Preferences and Adapting Accordingly
  • Communicating Believably and Building Trust
  • Voice Factors
  • Advanced Language Skills
  • Confidence in Body Language
  • A ‘Can Do’ Approach
  • Active Listening Skills
  • Questioning Techniques
  • Strategies for Adding Genuine Value
  • Avoiding the Temptation to Divulge Negative Information

Learning Outcomes

  • Discover the principles of excellent customer service
  • How to present yourself to customers
  • Learn to read customer wants and needs
  • Develop authentic and reassuring communications
  • Confidence in voice, language and body language
  • How to ask questions – and listen properly to answers
  • Developing a ‘can do’ approach
  • Avoiding negative messages
  • Increase productivity
  • Maintain a consistent and proactive approach to customer service
  • Build strong relationships with internal and external customers

Why choose Hamilton Mercer

UK's leading provider of Customer Service and Personal Development learning

Over 100,000 learners trained

Formed in 2007


The cost for the 3 hour Live Virtual Classroom course is £167 + VAT per learner.

The cost for the 1 Day Classroom course is £297 + VAT per learner.

Multiple booking discounts are available along with discount for charities.

Tailored On-site Training

Hamilton Mercer can also deliver this course at your premises, we will tailor the content to meet your organisation’s needs.  Please get in touch for a quote.

About provider

Hamilton Mercer

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 live virtual courses in 90min and 3 hour formats...

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Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

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Average rating 4.8

Based on 119 reviews

Home from Home, Managing Director
Excellent course delivered by Caroline in her usual style and great enthusiasm. Excellent interaction with the staff and great outcome.
Home from Home, Office Manager
Informative and kept people involved.
Home from Home, Welcome Specialist
The course content was very interesting, understanding how some ones voice can affect a client’s perception. I found it very helpful understanding the use of responsive and informative language rather than defeatist and negative language. Caroline was exceptionally good in her delivery of the course, very informative and engaging. I found the tr...
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Course rating
Based on 119 reviews
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