Improving customer service

The client

Motor insurance provider the Fyfe Group

The brief

The company wanted to improve the staff’s customer service skills on the telephone.

Quicklearn’s answer

We designed a programme which provided an induction for new recruits but still managed to inspire longer serving staff to attain better levels of customer service.

Using accelerated learning techniques the group quickly developed an agreed method for handling calls, identified some of the possible system failures and created ways of overcoming these for the benefit of the customer.

They practised ways of helping angry and upset customers and recognised how they could prevent customers from getting irate.

Mystery shopping phone calls made after the programme enabled the management team to support the learning in the workplace and stop any staff slipping back into old, bad habits.
 

The result

Hilary Inskip, Fyfe Group finance director, said: “Quicklearn taught our staff how to quickly demonstrate empathy and then cut to the main issue. The workshop enabled the participants to find the best way to do that and, as it was their ideas, we had immediate buy in.”

“Made me really think about customers and how much they have to go through just to speak to someone,” David

“Thank you for not boring me. I think I learned quite a lot after all!” Jason

"Very well presented training course. We were all made to feel relaxed and able to take on board all the relevant skills," Fiona

Improving customer service

The client

Motor insurance provider the Fyfe Group

The brief

The company wanted to improve the staff’s customer service skills on the telephone.

Quicklearn’s answer

We designed a programme which provided an induction for new recruits but still managed to inspire longer serving staff to attain better levels of customer service.

Using accelerated learning techniques the group quickly developed an agreed method for handling calls, identified some of the possible system failures and created ways of overcoming these for the benefit of the customer.

They practised ways of helping angry and upset customers and recognised how they could prevent customers from getting irate.

Mystery shopping phone calls made after the programme enabled the management team to support the learning in the workplace and stop any staff slipping back into old, bad habits.
 

The result

Hilary Inskip, Fyfe Group finance director, said: “Quicklearn taught our staff how to quickly demonstrate empathy and then cut to the main issue. The workshop enabled the participants to find the best way to do that and, as it was their ideas, we had immediate buy in.”

“Made me really think about customers and how much they have to go through just to speak to someone,” David

“Thank you for not boring me. I think I learned quite a lot after all!” Jason

"Very well presented training course. We were all made to feel relaxed and able to take on board all the relevant skills," Fiona