Business Details
19 Years
experience
Trusted Customer Service Training Solutions in London
Established in 2007, Hamilton Mercer Training is a leading UK provider of customer service training and personal development courses. Our mission is to inspire excellence through learning, delivering measurable results by tailoring programmes to clients' specific needs. With a team of experienced learning consultants from commercial backgrounds, we combine virtual and face-to-face training methods to ensure enduring change. Our unique methodologies focus on practical techniques that uplift capability and motivate individuals to achieve performance excellence. We work with global and local organisations across sectors, including Mitsubishi Electric and Leicester City Football Club, as well as individuals seeking to enhance their skills.Our approach includes pre-course analysis, habit-building personal development plans, and post-training support tools to reinforce learning. As a CPD-accredited provider, we offer courses that deliver 6-18 CPD hours, with 99.7% of learners recommending our training. Our commitment extends beyond classroom sessions, providing managers with development tools to track performance improvements and sustain cultural transformation.
Services
Customer Service Training
Personal Development Courses
Service Excellence
Challenging Conversations
Service Leadership
Effective Communication
Time Management
Delegation Skills
Remote Working Training
Emotional Intelligence
Details
- Year established: 2007
Highlights and features
- We have trained 250,000+ professionals since 2007 with 99.7% recommendation rate
- Our consultants combine training expertise with commercial sector experience
- We provide measurable results through pre/post-training assessment tools
- CPD-accredited courses offering 6-18 CPD hours per programme
- We offer tailored solutions with post-training support for cultural transformation
Associations and certifications
- CPD Accreditation Service
What people say
Excellent practical techniques
Highly knowledgeable trainers
Measurable performance improvements
Engaging interactive sessions
Effective post-training support
Services
Customer Service Training
Our customer service training programmes develop service excellence through practical methodologies. Participants learn service standards, behavioural consistency, and professional communication techniques. The training combines classroom learning with post-course support tools to ensure lasting improvements in customer interactions.
Personal Development Courses
We offer essential skills development in communication, assertiveness, time management, and delegation. These CPD-accredited courses enhance individual capabilities through interactive learning. Participants receive practical tools to improve workplace performance and personal effectiveness.
Service Leadership Training
This service focuses on creating service excellence cultures through leadership development. Participants learn cultural transformation strategies, performance metrics management, and employee engagement techniques. The training includes coaching for managers to sustain organisational change.
Challenging Conversations
Our training develops skills for handling difficult interactions through self-awareness and composure techniques. Participants learn assertive communication strategies for dealing with challenging people and situations. The course includes methods for managing aggressive behaviour and vulnerable customers.
Remote Working Solutions
We provide remote working courses that transform home-working practices through practical methodologies. The training includes tools for maintaining productivity, building resilience, and effective virtual communication. Participants receive operating procedures to sustain performance improvements in remote environments.
People
Simon Scofield
CEO / Director of Learning & Performance
Founder with extensive commercial experience, Simon leads learning strategy development. He specialises in creating practical training methodologies that deliver measurable business results through service excellence frameworks.
Oliver Roberts
Director of Client Services & Operations
Oliver oversees client service delivery and operational management. He ensures training programmes meet organisational needs while maintaining high service standards across all client interactions.
Susan Hilliard
Learning & Performance Manager
Susan manages learning consultants and performance improvement initiatives. She specialises in developing training content that combines practical techniques with measurable assessment frameworks.
Yaqub Abdullahi
Sales & Marketing Executive
Yaqub handles business development and marketing strategy. He connects potential clients with appropriate training solutions while promoting the company's service excellence philosophy.
Claire Burnie
Learning Consultant
Claire delivers training programmes and provides post-course support. She applies practical methodologies to help organisations implement service excellence frameworks effectively.
Questions
What customer service training methodologies do you use?
We use practical, research-based methodologies focusing on service standards, behavioural consistency, and communication techniques. Our approach combines interactive classroom learning with post-training support tools.
Are your courses CPD accredited?
Yes, all our training programmes are CPD accredited, offering 6-18 CPD hours depending on course duration and format.
What training formats do you offer?
We provide scheduled classroom courses in London, tailored on-site training, and virtual sessions via Zoom or Microsoft Teams. Hybrid options are also available.
How do you ensure training effectiveness?
We use pre-course analysis, habit-building plans, and post-training assessment tools. Our consultants provide ongoing support to reinforce learning and measure performance improvements.
Do you work with SMEs as well as large organisations?
Yes, we work with businesses of all sizes from SMEs to global corporations, tailoring solutions to each organisation's specific needs and challenges.
What sectors do you specialise in?
We operate across all sectors including private, public, and third sectors. Our consultants have expertise in technical services, healthcare, retail, and professional environments.
