It takes more than technical ability to create an exceptional experience for users, and establish positive and respectful relationships between technical colleagues.
DurationIt 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.
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 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 Vision
Service Quality Framework
About Us
Find out why Hamilton Mercer’s unique approach to learning will bring long-lasting improvements to your team’s performance.
Who Are Hamilton Mercer?
Established in 2007, 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.
But, Really, We’d Like To Start By Asking Who You Are
Because our approach is all about forming close partnerships with clients and finding out their needs. By getting to know you, we can ensure our training programmes speak to you and your teams in the language and scenarios you encounter day to day.
This ensures they hit the mark, every time, when it comes to helping you reach your goals.
The Hamilton Mercer method works for the likes of Panasonic, Royal Opera House, Barnardo’s, Chanel, Houses of Parliament, small and medium-sized organisations, and individuals looking to uplift their capabilities and boost their performance.
And it will work for you too.
Why We Get Results
The fact that we ensure our courses speak your language – and reflect your working practices – is a big draw for clients. But there are a lot more reasons to choose Hamilton Mercer as your training course provider.
We Know The Territory.
Our Learning Consultants aren’t all talk – they come from the business world with extensive experience in customer facing roles at management level.
They are natural problem solvers. And we encourage you to make the most out of their knowledge and skills – ask them to provide solutions to YOUR specific challenges!
We’re With You All The Way.
We are not a training course provider who is going to ‘love you and leave you’. Instead, we see classroom training as a small part of a bigger picture that includes mentoring and assessment, and tools for bringing practical learning into the workplace. In our view, this is what brings results.
We Deliver Measurable Results
Every Hamilton Mercer course includes assessment materials to help you track the progress of learners. It’s good for you, and it’s good for us — because we think it will show you our courses offer a significant return on investment.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation, these can be a combination of internal and external customers. Your core responsibility will be to provide a high quality service to customers which will be delivered
This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events.
This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role.
Participants in this workshop will gain invaluable skills and techniques that are the fundamentals of service professionalism and you will be encourage to take pride in what you do.
This 1 Day Course allows individuals to identify how to improve their own personal effectiveness in dealing with customers both internal and external either face to face or over the telephone.
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