"You learn the why’s and not just the how’s…
… I have been on a few customer care courses previously and How to Control your Elephant isn’t your bog standard course where you are told simply how to behave with your customers, with this course you learn why you behave in a certain way. This then helps to put into practice how you deal with your customers effectively. I have found knowing this has really stuck with me and I purposefully take time out now to step back and ‘put the pen in the other hand’.
A lot of this course (How to Control your Elephant) did reiterate what I had already learned on previous courses, I think that is great as everyone needs freshening up from time to time, but it gave the information in such a different way it meant I could really hang on to what I have learned.
The training course was varied, relaxed and fun
The morning had varied tasks and videos for us all to do and watch, it was all designed to show you how your brain works and why you react a certain way. Malcolm explained it all in a memorable way and it was great fun. Like they say… time flies.
I have always considered myself to be quite good with customers but I have learned something new
I have had occasions where I have been reactive with a customer, when a customer is upset with you it is difficult for it not to become personal sometimes and there is a limit to what you can take. We learned about trying to understand the customers’ point of view, to take a step back and deliver the service you would expect to receive yourself.
In-house are great at what they do – they train and you learn but they make it enjoyable
I have attended courses provided by In-house before and I always find them to be very approachable and very easy to deal with. Nothing is too much trouble for them and they make their courses enjoyable. Most Site Managers are used to being out on site all day so to be sat in any one room for longer than a few hours can make most site managers a bit fidgety. So, any course for us needs to be entertaining, to keep us occupied and that is just what In-house do.
I would certainly recommend this course to anyone in a customer serving role
I think this course is beneficial to anyone who is involved with customers, in any industry, most people are involved with customers some way or another nowadays. I think customer care is such a big part of our world now and I don’t think you would last very long in a job if you weren’t customer focussed. I have learned that there is the odd customer that is really challenging but you can’t afford to treat them any differently."
Mark Gammaidoni, Site Manager
Bellway Homes Limited
How to Control your Elephant was shrouded in mystery but it had captured my attention before I had even walked into the room…
…Firstly, I didn’t know what it was about so naturally I was quite intrigued and secondly, colleagues who had been on the course already were told not to tell anyone what it was about.
I can see it when an elephant has been let out of its cage and I know what to do
I was lucky enough to put what I had just learned straight into practice when I saw a customer’s elephant come out of their cage. The first thing I was able to think about in that difficult situation was the imagery and visual references that were used on the course, and I was able to react much better than perhaps I would have done before. There are things from the course that will stick with me throughout my career.
How it is to feel empowered
A colleague sent me a text message shortly after we left that simply said, I feel empowered. I knew exactly what she was talking about. Sometimes you do feel intimidated, especially if you don’t like confrontation like me, and this course made me feel that I can deal with these more difficult and challenging situations, and make sure the customer walks away happy.
Malcolm is a brilliant trainer, he made us feel at ease from the moment we walked through the door
Malcolm was lovely, very generous with his time, friendly, personable and someone who really knows his stuff. He presents the course in a really easy to understand manner, and also balances it by using the right amount of comedy to give everyone a little light relief. I didn’t feel intimidated even when faced with the prospect of role-play; everyone got involved and you never once felt as though you had been put under the spot light. Malcolm did such a good job that everybody felt very comfortable, which made it really enjoyable.
I would absolutely recommend this course…
My daughter is at university doing a degree in nursing and she has to deal with the public every day, I wish I could have brought her along. This is an excellent course and I can’t help but think how useful it would be to anyone who deals with the public; for all walks of life and not just for sales. I just always think… what a good tool to have.
Cathy Barry, Sales Advisor
Bellway Homes Limited
With some full day courses you can feel quite jaded by the end of the day…
…but unlike some other courses, this course grabbed everyone’s interest. It was interactive so you weren’t sat in your chair all day and it went really quickly.
How to Control Your Elephant really is a memorable course.
When you attend a training course you will take one or two things away with you but there are more than a few things to take away with you from this one. It is really memorable.
Everyone was getting so much from the course.
At the beginning of the day everyone was given an exercise to do which they then repeated at end of the day. It was really interesting to see how much they had improved, especially the way they took into account the feelings of the customer.
Everyone had a lot of fun and learned a lot.
Talking about controlling your elephant all day and the way in which Malcolm delivers the course made it great fun for everyone. It also made some very serious and valuable points on how to deal with customers effectively.
I am being asked by staff when they will be able to do the course too.
I have been enthusing about the course and people are approaching me asking when they can do the course as well. It has really grabbed people’s attention.
Maria Seed, Sales Director
Bellway Homes Limited
Having attended Cary’s Demonstration and Handover training course previously I knew our front line staff would benefit from it and so we embraced it positively...
...and since the training everybody is far more confident in the way they deal with customers. In addition we have seen an increase in our customer satisfaction results.
Training on-site in a completed property is very effective
I like the practical element of Cary’s training because we got everyone together on-site within a finished property. Had the training taken place in an office environment it wouldn’t have been anywhere near as effective.
The course inspired staff to refresh their product knowledge
Another benefit for Bellway has been that post training many of our staff realised that to deliver the highest level of demonstration and handover they needed to refresh their knowledge of our product and subsequently they have gone away and carried out a lot more background work. This has given them extra confidence when showing customers their new home.
Cary delivers a fantastic training session
I would recommend In-house without hesitation. Cary delivers a fantastic training session and it’s certainly something we’ll revisit more often in the future.
Andy Backhouse, Divisional Construction Director
Bellway Homes Wales
Arranging for staff to take time out to attend a training course when we’re so busy is always problematic...
…but we found the demonstration and handover training was worthwhile in terms of the additional knowledge it gave the sales advisors about the product they’re selling. And in terms of the site managers, who carry out our demonstrations, it’s important that we are doing a professional demonstration and handover and therefore delivering a great customer experience.
I often think courses are going to be tedious but the feedback from this course was that it was a good day and those who attended got a lot out of it. The course was very visual and hands-on, and, because it was held on-site in a stock plot rather than in a classroom environment, this made all the difference.
I would definitely recommend In-house.
The quality of any training experience comes down to the trainer because the trainer can make the difference between a good training day and a bad one and the reason we had such positive feedback comes down to Cary doing such a good job. Her style is very relaxed; she didn’t put anyone on the spot and she is obviously very knowledgeable.
Jenny Bell, Divisional Sales Manager
Bellway North West
We have site managers with 25 years’ experience who didn’t think they needed Demonstration training...
...but even they were surprised at what came out of the day when Cary delivered In-house’s Demonstration training.
Consistent demonstrations delivered with confidence
The training will allow our sales and construction staff to deliver demonstrations with confidence and consistency. Cary talked in a simple language that anybody can comprehend and we have learned from that and will use it to help our customers to understand the product they’re buying and its benefits.
Presented with confidence and backed up with vast product knowledge
Cary delivered the course very confidently; it’s obvious she has vast knowledge on the subject. I’ve been employed in house building for many years and she certainly highlighted things that I hadn’t appreciated before. I had heard good reports about the training beforehand and after attending the course I agree that it is extremely worthwhile and would have no hesitation in recommending In-house’s Demonstration training.
David Campbell-Kelly, Managing Director
Bellway Homes West Midlands
From time to time you’ll get a trainer who’s a very good presenter, but it’s obvious they don’t really know the product...
...but when we ran In-house’s Demonstration and Handover training, our site managers immediately realised that Cary knows what she’s talking about. She had a good rapport with them straightaway.
Really worthwhile refresher training
We ran the training as a refresher for our site managers and found it really worthwhile. They all know their jobs inside out and are very good at them but because they are so specialist at what they do they can sometimes over emphasize on what information the customer really needs to know. Cary highlighted the fact that sometimes ‘less is more’. So rather than going into the detailed workings of the boiler the client just wants to know, in layman’s terms, how to turn it on and off.
Simpler demonstrations save time and this benefits us and the customer
The simplicity of the training is one of its best features. Cary showed that you could do 80% of the demonstration in one room; you don’t have to trail around the whole house explaining how every room works because many of them will be the same as the one before. We’ve found that this decreases the time we spend on demonstrations which is beneficial for us and for the client.
Cary’s product knowledge is impressive – ten out of ten!
I’ve known Cary and many of the In-house team for a number of years and wouldn’t hesitate to recommend them. By using what we’ve learned to build better relationships with our customers we hope to improve on our customer satisfaction results. Cary’s product knowledge is really impressive; she’s obviously done her research and knows it inside out. Ten out of ten!
Don Anderson, formerly Construction Director
Bellway Homes North East
We were really looking forward to the ‘How to control Your Elephant’ course because of the excitement that had been drummed up by our other divisions…
Everyone found the course so enjoyable
It was really good to learn how to deal with difficult situations and the feedback from everyone was really positive. For example, the ‘Easyjet’ clip Malcolm uses seemed to split everyone’s thoughts and opinions on how best to deal with that situation – it really makes you think. I made a point following the course of asking our site managers and sales advisors how they found the course, and the feedback from everyone was that it was brilliant and really valuable.
We’ve seen elements of the course being implemented in the office already
I know the customer care department have cut snippets from the manuals Malcolm gave out and have posted them on the wall around the office as small reminders. Whenever we make a call or send a letter, we now think about how best to address the situation, and that’s thanks to doing the course.
A really engaging day that keeps your attention
With some training courses you find your attention waning, but with ‘How to control your Elephant’ that wasn’t the case at all. There were no negatives and everybody was fully engaged throughout.
I would definitely recommend ‘How to control your Elephant’…
…Because everyone found it really enjoyable. Even those people who thought they wouldn’t learn anything learned something. In fact, my part exchange manager was on holiday when the course took place and I was really keen for her to do it, so I sent her on a day with another division as I didn’t want her to miss out. It was really beneficial.
Jenny Bell, Sales Director,
Bellway Homes NW
The title ‘How to control your Elephant’ surrounded the course in mystery so we were all really intrigued by the time Malcolm came to deliver it…
The terminology used on the course allows you to imagine how best to deal with things
Malcolm used some really good examples to break the course down into specific areas and everyone was really impressed by the terminology he used. He further backed this up with video clips to help reinforce the best ways of dealing with difficult customers. I particularly enjoyed the empathy and ‘can-can’ parts of the course, and it was great to apply the theory in reality which I’m still doing today.
We all saw how much we had improved by the end of the day
The first thing we were asked to do was write a response to a difficult situation, which brought out some interesting responses! Malcolm asked us to write down a response to the same situation at the end of the day, and it was really interesting to see how much we had taken on board and were able to apply our learning to these situations.
Everyone still refers to ‘Elephant’ and it has stuck in the mind
We’re really seeing the results of going on the course and how it works in our day to day business life. It was a really fun and interactive course; everyone enjoyed it and the time flew by.
I would definitely recommend ‘How to control your Elephant’…
… Because everyone got so much out of it. It was a really positive experience and it really does work in detailing the best ways to handle difficult and challenging customers. Malcolm provides a booklet to help reinforce the course, and I’m still finding it useful a few months down the line.
Ross Clarkson, Sales Director,
Bellway Homes Yorkshire
'How to control your Elephant' teaches you how to not go on the defensive with your customers when dealing with a difficult situation…
The most interesting part was when Malcolm explained about the elephant in our brain
We were shown how natural it is to let your emotions run wild, and how everyone has the elephant in their brain. It made so much sense and I really understood what Malcolm was putting across. I haven’t had a chance to put what I learned into practice, but I’ve heard colleagues that went on the course instantly lock their elephant away when it starts to rear its head.
A really fun course to go on
When you go on some courses you often lose interest and start thinking about other things, but Malcolm made this really interesting for us all the way through. Everyone was made to feel at ease after a tense start where we were asked questions. It was awkward at first, as nobody wanted to get things wrong, but once we started to have fun and interact it was really good.
I would definitely recommend In-house’s ‘How to control your Elephant’ course…
...Because it alerts you to how the brain works and how you need to show empathy towards your customer. It was a really interesting and engaging afternoon.
Xara Harris, Sales Administrator
Bellway Homes Northern Home Counties
I had no concerns working with In-house because not many companies offer what they do when it comes to home demonstration training…
The role play shows you how to demonstrate to customers
The best bit of the training was seeing Cary demonstrate things to us, because she covered sections to help us show our customers how to maintain their property. This means that we save time by knowing what we demonstrate to our customers. Cary has a lot of knowledge and experience, which helped us further achieve our aims on the course.
I’d definitely recommend In-house’s home demonstration & handover training…
…because it’s important for us to know how to demonstrate our homes properly, and not many companies offer what In-house can.
Rob Sapsford, Construction Director
Bellway North London (formerly South East)
Find further client testimonials below
Contact Us Today
Call: 01793 848455
For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.Read >
Ask about our Sleep Soundly Guarantee
Are you worrying about choosing the right agency? Losing sleep as a result? We offer a no obligation Sleep Soundly Guarantee. If we don’t deliver what we promise you don’t pay.
In-house Research and Training Ltd, 24 Borough Fields, Royal Wootton Bassett, Wilts, SN4 7AX
Registered Office: Suite J, First Floor, Market House Business Centre, 2 Marlborough Road, Swindon, Wilts, SN3 1QY | Company No. 03537670. Tel: 01793 848455