Advanced Customer Service Training Workshop

How to Control your Elephant

Case Study



James Scott | Customer Care Manager, Keepmoat Midlands




‘How to control your Elephant’ was a strange concept at first, but it really does teach you the best ways to deal with difficult customers.

“As a result the team now has the knowledge to get to the same end point with a customer in a much better way.”James Scott

Malcolm has a ‘sixth sense’ when it comes to dealing with customers
Malcolm used some brilliant examples that you come across in everyday life to highlight certain scenarios. The situations were really pinpointed and focussed towards customer service, and everything he spoke about relates to what we do in the workplace. The can’t/can approach was particularly interesting in showing how you can end things positively with a disgruntled customer.

The rider/elephant comparison makes you think about what to say before you speak
Malcolm stressed to us that not every customer you deal with is an elephant, but the course teaches you how to take control and be the rider. One example was to not let your elephant out of its cage when dealing with an angry customer. Take control and speak slower so you can explain things better. We’re very, very pleased with the outcome of the course.

I would definitely recommend In-house’s ‘How to control your Elephant’ course…
…because within our company we face difficult situations and the team now has the knowledge to get to the same end point with a customer in a much better way.

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