Poor customer service ranks high on the list of complaints made by consumers in the UK, so leading the charge in the campaign to make improvements is Swindon-based communications specialist Quicklearn,
Headed up by Managing Director Charlotte Mannion (pictured), Quicklearn provides training to help businesses improve their communications in all areas, from report and minute writing, to preparing and delivering presentations.
Customer services training is a growing part of Quicklearn’s business, as companies realise they need to respond to consumer demand and provide a better level of service.
“We’ve all had experience of terrible customer service, either face-to-face or over the telephone,” said Charlotte. “Not only that, we remember our poor experience and tell our friends, so the knock-on effect of provide a bad service is wide-reaching.
“More and more companies are beginning to realise they need help with training their customer service advisers, so that the consumer experience is a good one. Even when things do go wrong, with proper training customer service advisers can learn to turn the situation around.”
Among Quicklearn’s recent clients is London-based Make It Cheaper, which helps businesses transfer their energy suppliers, by researching the best deal available and organising a smooth switchover.
Due to the increase in the volume of calls, Make it Cheaper recruited more customer service advisers, but wanted training to ensure they were providing the best level of service to clients.
Quicklearn ran three workshop days, delivered as half-day training sessions to ensure the phones were always answered. Charlotte made the sessions highly interactive, even using toys to help the delegates learn skills such as handling enquiries, dealing with conflicts, and learning not to second guess the customer but to listen effectively. A major part of the training was around relationship building, so developing rapport with every caller.
“We wanted our customer service department to offer a joined up service, so our customers could have the perfect journey from their first contact with us to post-contract and beyond,” said Manesh Patel, Make It Cheaper’s Head of Operations. “And if there were issues, we wanted to be able to deal with them in the correct way.
“We were delighted with the course and outcome. Charlotte is extremely flexible; all her training is hands on and interactive and it helps engage the delegates for a better result. Following Quicklearn’s training we put more call structures in place. We now understand our customers’ needs better and how to deal with their enquiries in a more professional and efficient way.
“We already had an excellent conversion rate for initial enquiries, but this has improved still further following the training. Also, we know our customers are having a better experience. Our NPS, or Net Promoter Scores – which measure customer satisfaction and whether they would recommend our service – have improved.”
For more information about Quicklearn’s customer service training, contact Charlotte Mannion on 01793 790331 or visit www.quicklearn.co.uk