Exceptional Customer Service



£345 inc VAT
Study method
1 day, Full-time

27 students enquired about this course

Location & dates

B2 5LS
United Kingdom
United Kingdom
M3 3WR
United Kingdom


Course duration: 1 day at either our London, Birmingham or Manchester training centres. Tailored training also available at your office.

Customer service shouldn’t just be exceptional; it should be consistently exceptional. Delivering exceptional service will demonstrate a positive, determined, can-do approach that increases customer desire for your product or service. Delivering consistently exceptional customer service will build trust with those customers so they come back again and again, creating an enduring reputation for your brand and for you.


By attending this course you will learn the following skills:

Achieving consistency in service delivery

  • Service principles
  • Serving ‘captive’ customers
  • Defining service standards
  • Understanding the signals you send out to customers

Customer-focussed communication

  • Recognising the customer’s preference and adapting accordingly
  • Communicating believability and trust
  • Active listening skills
  • Confidence in body language
  • How voice factors such as volume, tone and inflection affect communication

Providing solutions and adding value

  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Key points about Hamilton Mercer’s scheduled courses:

  • Attendance on this course is limited to a maximum of eight learners, so you can be sure of receiving personal attention and opportunities to work one-to-one with the trainer
  • Attendees complete a Pre-Course Questionnaire prior to attending the course, so we can identify your unique learning needs and provide you with a highly personalised experience
  • You will receive a Personal Action Plan to complete after the course to map your progress and help embed your new skills
  • You will be awarded a certificate of achievement on successful completion of this training

Who is this course for?

  • Anybody who communicates with customers in person, by telephone or by email
  • People who communicate with internal or external customers
  • Employees whose roles are adapting or expanding to include a greater emphasis on customer service
  • People seeking new opportunities in customer-facing roles


To gain maximum benefit from this course you will be asked to complete and return to us a Pre-Course Questionnaire. This will allow us to find out more about you, such as your learning needs and preferences. This will help us to deliver a more personalised learning experience for you.

Career path

The knowledge you will gain on this course will help you to:

  • Succeed in customer-facing roles
  • Set a positive example to colleagues
  • Stand out from the competition when applying for a new job or internal promotion

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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