“We wanted to ensure consistency amongst our teams as we grow”
Everyone working towards a consistent approach
We are a relatively new company, formed in February 2016 but growing quite rapidly. As we grow, we are now on our third and biggest site, we wanted to make sure that all our teams were consistent in what they delivered to customers when demonstrating and handing over a new home and demonstrating the right things.
Doing the training in a property gives everyone the hands-on experience they need in what to demonstrate and how to do it at the customer’s level.
The training was very informative and useful, and the trainer had a good sense of humour which helped relax the teams and make the day enjoyable.
It’s helped us focus on our procedures
As a result of the training we’ve reviewed some of our procedures and changed who does them. Rather than the site and sales teams doing the demonstrations, our Customer Experience Manager has now taken on this role, so we know that the customer has been told everything they need by the time it gets to Customer Care.
We’ve also introduced more checks in our customer journey to help make sure that everything is completed before the home demonstration takes place.
Just what we needed
The handouts are very informative and can use them as a refresher whenever needed.
I would certainly recommend the course as it gave us good ideas and helped us focus on becoming consistent in our approach.
