Customer Care

Scenario

  • Our client is a long established and award winning housing association, operating mainly in the south of England.  Their call centre handles maintenance, house management and the main switchboard into the building.
  • Our client wanted to improve customer service standards.  Some of their advisors had never received customer skills training.  Others had undertaken training, but a long time ago.

Actions

  • We provided a wide-ranging programme for helpdesk advisors and supervisors, supplemented with one-to-one coaching after three months.
  • We also looked at the reasons why some customers are ‘awkward’ or ‘difficult’ and demonstrated objection handling and assertiveness techniques.

For advisors, the training covered:

  • Insights: preferences and their impact; and how individuals add value to teams;
  • Customer service: structuring calls; questioning and listening skills; key customer behaviours; and the elements and impact of vocal quality;
  • Difficult calls: identifying real customer needs; behaviour and assertiveness: the differences; and analysing real calls to highlight trigger words and their impact.

For supervisors:

  • Coaching: updating on techniques; and
  • Ongoing advice and support.

Outcome

  • Feedback from tenants has been very positive, pointing to increased levels of customer service.  Our client recorded an 80% reduction in the number of complaint calls forwarded to supervisors and a more general reduction in call times.
  • Morale has increased markedly. The advisors are controlling calls with increased confidence and an improved manner.
  • Feedback from the training has been used as part of staff appraisals.

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