Delegate from St Joseph Homes (Berkeley Group)
“I enjoyed being able to ask questions, I was able to question advise I had previously been given, I was also able to draw on course providers knowledge and experience.”
The Course provider gave us really useful tips on pushing back
Although I have completed over 300 Home Demonstrations on behalf of the group I walked away from the course feeling more confident in giving a more effective Home Demonstration.
“We wanted consistency and reduce calls into customer care”
A lot of queries into customer care made us think we were missing something
Receiving a lot of queries into the customer care department is never ideal so we wanted to ensure that our team, during the home demonstration were saying the same and that everything was covered. This is exactly what the training offered.
Catalyst Housing Ltd
“We wanted our aftercare team to have the rights tools for the job”
Equipping our teams with the key knowledge was crucial
Our Aftercare Team face a lot of challenges on a day to day basis and we wanted to make sure they were equipped with the right tools to undertake comprehensive home demonstrations and handovers.
“Consistency and not giving in to customers were keys areas for us to address”
Developing consistency is important
With a lot of new people joining the company we want to ensure that the sales and after care team work together and offer a consistent message to our customers.
There has been a bit of a lack of understanding amongst the teams about snagging a property and what is a genuine defect, so we wanted to make sure everyone was aware of the difference.