Advanced Customer Service Training Workshop

How to Control your Elephant

Case Study



Ruth Watson | Senior Secretary / Customer Care Co-ordinator, Redrow Yorkshire




I hadn’t been able to find a customer care course covering how to deal with abusive customers that didn’t also work towards a qualification…

…so when our Regional Director suggested In-house, because he’d worked with them on our customer satisfaction surveys, I was happy to give it a go and I can honestly say it is the best thing I’ve ever done.

“It’s the best thing I’ve ever done.”Ruth Watson

The weekly one to one course allowed me to practice until I perfected the techniques
Week on week Malcolm concentrated on something new and he set it up to progress from dealing with customers generally, the reasons why they adopted the attitude they assumed, through to dealing with and managing abusive customers. Between sessions I could apply what I’d learned and then during the one to one practical sessions we’d carry out role plays until I perfected the techniques.

The course benefits the customer, the company and me
This course will have benefits all around. Firstly, it will give the customer a better experience because our customer service is better equipped to deal with them. As a result, the company benefits because the customer is a happy customer and from a personal point of view I feel a lot more comfortable and confident, which helps when dealing with some of the situations which arise. I can choose the attitude that I want to take with the customer and deal with them in the way that I feel most confident. The result is that everybody benefits in the end.

The course is invaluable and Malcolm is one of the best teachers
I would certainly recommend this course; I think it’s invaluable and I would like to run it again for a new member of the Customer Care Team. To begin with I found dealing with abusive customers a very difficult subject to touch on but Malcolm has taught me the techniques to diffuse and handle potentially highly charged situations. He really is one of the best teachers and has been so helpful and patient.

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