I had concerns that In-house was coming across to our customers as a big call centre; making impersonal robotic calls without empathy....
...but after visiting them I found the atmosphere was very relaxed and very professional with the callers taking ownership of their work. They are a very close knit team with a low turnover of staff and they didn’t seem to be typical call centre people.
Everyone in the telephone research team, has a great attitude. They are very balanced and obviously know their job very well; they gave me a lot of confidence.
In-house work really well in a difficult scenario
I believe In-house operate in a difficult scenario with a developer on one hand who wants his customers to be happy and a customer on the other hand who wants to tell the truth, but may be influenced by other things that have happened that day which are unconnected with the product. In-house work really well between the two by portraying the questions and getting answers from the customer in a balanced way.
Open and engaging
I would recommend In-house because they are very open. They have a willingness to engage on their processes and procedures and I was even more impressed by their belief in what they are currently doing and their abilities to defend it and to be proven right.
Paul Vallone, Managing Director,
Berkeley Homes Urban Renaissance
I was concerned about the response rate we’d get from our overseas investors and that they’d be less responsive when called again, given that In-house had already undertaken a Customer Satisfaction Survey with them...
...but we got a good response rate, better than anticipated, with a good spread of investors and private buyers and a good number of overseas investors as well. We were very pleased with the information this gave us and it will influence our future company strategy on sustainability.
In-house made sure they got our requirements absolutely right and they kept us updated
I was particularly impressed by the diligence In-house showed, firstly to make sure that they got our requirements absolutely right; then making sure that they understood exactly what we were asking for. They asked for specific documentation to give to the telephone team to make sure they knew what they were talking about. They kept me updated well with the progress of the survey as it was being done.
We would recommend In-house, they were very conscientious
I would recommend In-house. They were very conscientious when setting up and carrying out the survey. We got a good set of results at the end of it, research we can use to shape our company going forward.
Simon Challen, Head of Sustainability,
Berkeley Homes (Urban Renaissance) Limited
‘How to control your Elephant’ gives you the vital knowledge you need when it comes to dealing with difficult or awkward customers…
The most important thing we took away was the ‘can-can’ approach
Since the training I’ve noticed we’ve frequently used the ‘can-can’ approach when speaking with our customers. In our line of business saying no is the most difficult thing you can say to a customer, but we learned how to say no whilst making sure the customer still felt special and valued behind our reasoning. For example, whilst there might be something we can’t do for a customer, we now try to offer something we can do, no matter how small.
The course teaches you how you can consider your customers feelings
It was explained to us that by asking open questions to customers can gauge more of a response from them. I think responding to customers in an engaging and open way allows you to deal with their issues so they don’t feel closed off. Our approach has changed since the training; it’s a very good course and it has been very beneficial.
Malcolm was very good at delivering the course to us
This course was presented to us in a very engaging and very interactive way. Everyone had a part to play throughout the day and we really enjoyed the course. We’ve taken away some useful things and we’ve already put them into practice, like the ‘Can-Can’.
I would definitely recommend ‘How to control your Elephant’…
…Because it gave us the opportunity to get together as a team, away from our everyday environment, and see what improvements we could make. We might make small improvements but we know the benefits will be big when it comes to dealing with our customers.
Hannah Watt, Head of Customer Service
Berkeley Homes Eastern Counties
The Home Demonstration course helps us deliver consistency…
We have teams who are responsible for different parts of the customer journey and I wanted to book this course because it was a good opportunity to get them all together so that they could understand about each other’s role. It’s important that both the customer relations managers and customer service managers are consistent and all sing from the same hymn sheet so to speak. The home demonstration training is an ideal environment for this and Cary was very thorough going through the home demonstration and prompting discussion points throughout.
This course helped our team understand the customer journey
This course benefits office based staff just as much as it does those who actually undertake the demonstrations. Our office based coordinators found it really useful, as it’s a practical demonstration that brings it to life; everyone can understand what is involved in the customer journey.
Attention to detail pays off and instils confidence
Cary goes through everything really, through the whole house. You don’t realise how many components there are that need explaining. So the attention to detail was definitely one of the positives for me. And we are making use of the proficiency gained on the course in what we can tell our customers. For example, the heating system, if there is something that isn’t understood or an error; our coordinators now have more confidence to explain things like this since attending the home demonstration course. It’s a great course and I would recommend it.
Hannah Watt, Head of Customer Service
Berkeley Homes (Eastern Counties) Ltd
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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 >
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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