Raising the Bar in Customer Care
How FEC partnered with Elevana to bring clarity, confidence, and consistency to their growing customer care team
“Elevana was my first port of call. I knew they’d deliver training that was comprehensive, relevant, and genuinely engaging — and they did”
Client Overview
Company: FEC (Far East Consortium)
Sector: Residential Property Development
Role: Regional Head of Customer Service – Nicola O’Rourke
Background
Having worked previously with Elevana on customer handovers and home demonstrations in Manchester, FEC approached them again to support the onboarding and upskilling of their expanding customer care team.
Why Elevana?
“Elevana was my first port of call. I already had confidence in their depth of industry knowledge, and I knew they’d deliver a training experience that was both comprehensive and practical.”
There was no need to look elsewhere — FEC valued Elevana’s proven experience and ability to tailor sessions to their business and their customers.
Training Structure
The training delivered in three parts:
- Home Demonstration eLearning Module: Focused on the preparation of the property, the customer, and the demonstrating team, alongside tips for clear communication and managing expectations.
- Face-to-Face Practical Session: A standout session, held onsite, where delegates can engage directly with their products and environments. This hands-on element helps bridge theory and practice.
- Handover Experience Focus eLearning Module: Emphasises the emotional impact of handovers and how to make them memorable - transforming customers into advocates.
Impactful Delivery
One of the key strengths Nicola highlighted was the delivery style.
“Zach, our trainer, encouraged everyone to reflect on how they currently do things — and how they might adapt to deliver an even better experience. The session was informal and engaging, with humour and relatable stories that brought everything to life. Even the less experienced team members came away feeling confident.”
Delegate Feedback
Nicola also received feedback directly from some of those who attended:
- “It gave me a clear understanding of different customer types — like investors, agents, or first-time buyers and how to adjust the way I communicate with each.”
- “I appreciated the advice on handling challenging questions and the focus on emotional awareness, especially with first-time buyers.”
- “The downloadable reference guides and knowledge checks were brilliant for reinforcing what we’d learnt.”
A Consistently High Standard
When asked if anything could be improved, Nicola’s answer was simple:
“Nothing springs to mind. The process of arranging the training was smooth, communication was excellent, and the delivery on the day exceeded expectations.”
Would You Recommend Elevana?
“Definitely. Even if your internal processes are well-developed, Elevana brings a wealth of insights. You’ll hear ideas and methods that are tried, tested, and adaptable to your team.”
