Customer Care, Mulberry Homes

It was very interesting compared to the other customer care courses that I’ve done.

The last one took two days. How to control your elephant was much better and much more interesting and it was only one day.

I learnt a lot about how to speak to customers, especially when they are getting a bit irate down the phone.  

I use the Helping Hand all the time. We have it mounted on the wall and on our desks so that it’s easy to refer to. My colleague and I share our ideas.  

The 3-step process to say “no” is very good. You do sometimes have to say “no” to a customer and this process makes it much easier to do.

I also liked learning about the common words and phrases that we should avoid like “unfortunately” and “as soon as possible”. I was always saying ASAP but not anymore.  

Customer Care, Mulberry Homes