We can already see the positive impact In-house is having on us as a business in trying to improve our service…
The survey is a great internal feedback tool
When I receive a survey from In-house I circulate it to the Directors, Customer Care Manager, Sales Manager and the relevant Project Manager who was responsible for that customer in order to evaluate how we performed and to recognise where there is room for improvement. I’m also able to add my own additional comments for the team to consider alongside the survey.
We actively use the results to speak again with our customers
If the survey is a promoter then I email the customer personally to say thank you and to let them know that we really do appreciate their feedback and the time they took to conduct the survey. If the survey is a passive then again I will email the customer to say that we're sorry to hear that they had a few issues as well as to outline the next steps that we will be taking to resolve these. If the survey is a detractor then I will personally arrange a call to speak to that customer and talk about the problems that they have had and to give ourselves an opportunity to improve.
I like the fact that the verbatim comments are very powerful
The surveys we receive contain ‘the voice of the customer’ and it certainly provides us with clarity about how a customer feels and what they have to say. The comments also allow us as a business to focus our resources and attention in the right areas in order to improve and to achieve excellence.
In-house has provided a smooth and professional service throughout
I've worked with In-house previously and was aware of their long standing relationship with the new build and construction industry. I knew they were the experts in understanding the customer experience, the products and industry benchmarking.
I would definitely recommend In-house’s customer satisfaction survey…
…Because the results of the survey are immediate, they are powerful and they provide real clarity when it comes to measuring customer satisfaction.
Helen Moore, Managing Director
City & Country
‘How to control your Elephant’ sets the bar for how a training course should be run…
The name of the course gets you thinking ‘what is this’
It’s not a normal customer service training course and the name is a bit tongue in cheek. Most people will respond to a training course in a negative way, thinking it will be dull and boring, but with this we had to really wait and see, and it really was worth the wait.
The course was brilliant and Malcolm is a fantastic trainer
The course was engaging throughout the whole day and the time flew by. It was extremely good and enjoyable -I can’t speak highly enough about it. This course sets the bar for how training courses should be run. We made a business decision to take a day out, hire an office and get Malcolm here for the day, and his course sets the precedent.
Malcolm gets you thinking about different ways and approaches to problems
In one exercise he takes you out of the room and asks you a series of quick fire round questions, it puts you under pressure, but it makes you stop and think about how to answer. The group was a really good size, everyone was involved answering questions and providing feedback so each person benefitted from the course.
The course takes into account everyday life and not just customer service
I know there are things I will definitely take from the course; whether it’s dealing with customers, agencies or colleagues, and there is a further theory behind the training and it helps with your professional attitude at work and general business practice.
I would definitely recommend In-house’s ‘How to control your Elephant’ course…
…because it makes you think twice about how you speak to people and it changes your attitude to dealing with a difficult problem or situation. Having this training has shown me I can deal with situations better, whether it’s mentally challenging or being confronted by an angry or unhappy customer. It’s never nice to hear bad things, but ‘How to control your Elephant’ has given us the tools to effectively deal with these situations.
Kate Parker, Assistant to the Managing Director
City & Country
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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