Business Challenge
Lagan Homes, a leading residential property developer, identified the need for a specialised training programme to enhance their team's capability in managing complex customer situations. The key requirements included:
- Perfect alignment with internal policies and procedures
- Integration with existing customer documentation
- Consistency with their public-facing communications
- Practical application for front-line staff
Our Approach
Through a comprehensive discovery phase, we:
- Conducted multiple consultative sessions via Microsoft Teams
- Performed thorough analysis of internal documentation
- Developed custom scenarios based on real challenges
- Created alignment across all customer touchpoints
The Solution
We delivered a bespoke "Dealing with Difficult Customer Situations" course that:
- Featured tailored scenarios reflecting actual challenges faced by staff
- Provided ready-to-use response templates
- Ensured compliance with company policies
- Included take-home reference materials for ongoing support
Measurable Outcomes
The programme delivered immediate and tangible results:
- Increased staff confidence in customer interactions
- Enhanced involvement of site managers in the customer journey
- Improved consistency in customer service delivery
- Greater staff engagement with customer care processes
Client Testimonial
"The feedback from the course was just fantastic – everyone really enjoyed your enthusiasm and how clear you made the objective of the course. Several have noted how easy to follow it was, and also that it gave them a bit more to think about and they all found it very helpful. I am definitely sensing a different approach when site managers have been meeting with customers – they are wanting to be more involved in the customer journey, it certainly seems to be helping with confidence, and creating a real buzz, so thank you so much for giving them the knowledge and tools to do this."
