I hadn’t been able to find a customer care course covering how to deal with abusive customers that didn’t also work towards a qualification...
...so when our Regional Director suggested In-house, because he’d worked with them on our customer satisfaction surveys, I was happy to give it a go and I can honestly say it is the best thing I’ve ever done.
The weekly one to one course allowed me to practice until I perfected the techniques
Week on week Malcolm concentrated on something new and he set it up to progress from dealing with customers generally, the reasons why they adopted the attitude they assumed, through to dealing with and managing abusive customers. Between sessions I could apply what I’d learned and then during the one to one practical sessions we’d carry out role plays until I perfected the techniques.
The course benefits the customer, the company and me
This course will have benefits all around. Firstly, it will give the customer a better experience because our customer service is better equipped to deal with them. As a result, the company benefits because the customer is a happy customer and from a personal point of view I feel a lot more comfortable and confident, which helps when dealing with some of the situations which arise. I can choose the attitude that I want to take with the customer and deal with them in the way that I feel most confident. The result is that everybody benefits in the end.
The course is invaluable and Malcolm is one of the best teachers
I would certainly recommend this course; I think it’s invaluable and I would like to run it again for a new member of the Customer Care Team. To begin with I found dealing with abusive customers a very difficult subject to touch on but Malcolm has taught me the techniques to diffuse and handle potentially highly charged situations. He really is one of the best teachers and has been so helpful and patient.
Ruth Watson, Senior Secretary / Customer Care Co-ordinator,
I wanted training that was going to be fulfilling for my team and that would tick all the boxes...
...and In-house’s Demonstration and Handover training didn’t just succeed at doing this; it surpassed my expectations.
The training helped open up the knowledge of the team
I’m always asking questions as to how to improve things. The training opened a lot of doors. It set me off thinking about how we can improve what we do already without adding to people’s workload. It opened up the knowledge of the team and really got us thinking. Experience is great, but even for experienced staff; I believe they can learn lots from a training session such as this.
You really see things from the customer’s perspective
Cary made it very simple, but she went into a lot of depth. Sometimes when you go in deep you lose people, but I was never lost once. There were things that could have been very difficult that Cary made look easy. She helped remove barriers and got us to see things even more from a customer’s perspective than we had already. She got us going in a different direction and helped us understand how it’s all about removing barriers before the demonstrations and handovers take place. In some ways it was so simple, but Cary opened all these avenues about how you can go about achieving increased customer satisfaction.
It’s a great opportunity for team building as well
Cary really brought out people and bonded with everyone in the room. There was lots of interaction, especially during her presentation. In fact, her presentation skills were top class; you felt you weren’t being preached at. Having that kind of interaction ensured the course became a team-building exercise, which is ideally what you want from training.
It’s not just another training course; it’s the real deal
The course material was superb and filled with genuine stuff. In fact, fundamentally that’s why the course was so good, because of the quality of its content. It was a really fulfilling session. I was still as interested at the end of the day as I had been at the beginning and it’s not often you can say that of a training course!
I would recommend In-house’s Demonstration and Handover training; in fact I already have…
I have recommended to the Board that we roll out the Demonstration and Handover training across the Group. It’s because of the quality and content of the training. It was just superb, so fulfilling, which is why I have recommended it.
Keith Collard, Construction Director
Redrow Homes Lancashire
In-house’s home demonstration and handover training was well-structured, well put together and contained a lot of product knowledge to improve your own skills…
The best bit was making sure we knew what to cover and how to demonstrate
I thought you’d start on the bottom floor, but Cary explained why it was important to start at the top and work your way around. It was interesting to see, as you can highlight a lot of pluses to get the customer interested right from the beginning.
A factually very interesting and very useful course
There was a lot of product knowledge on the course, as we learnt how to collate and take things on board to explain to our customers. Our site managers normally do the demonstrations, but when they’re on holiday it’s great to know we can back them up with what we’ve learnt when they aren’t available.
I would definitely recommend In-house’s home demonstration & handover course…
…Because the day was very well structured, I was really impressed with Cary’s product knowledge and it was great to be shown the best ways of highlighting things throughout the home. The role plays we did were really useful and they got everyone involved throughout the day.
Alex R, Sales Consultant
"A factually very interesting and very useful course"
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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