Customer Service Training

The client : CAFCASS

The challenge :

To provide customer service training for staff at the Children and Family Court Advisory Support Service. We were engaged by CAFCASS as our training involves a holistic approach to customer service training. Their admin teams have one of the most challenging customer service jobs there is! The brief was quite extensive: improve telephone techniques and make staff kinder to clients, improve the reception clients are given and the way they are looked after when they visit.

The approach :

Jack Milner started by phoning CAFCASS customer services as a customer. They were kind and tried to solve problems. However, there were also times when they were overly concerned with “looking professional.”
We first made it clear to the trainees that they were already doing a great job. The trainees reminded themselves of the importance of their work – to help children. They were then taken through various techniques to deal with “difficult” customers.

Jack then worked with the trainees in practical role play exercises in which trainees concentrated on creating empathy and then getting people to listen so that they can help them solve their problems. The trainees discovered that “being human” and trusting their instincts was a major factor in solving client needs. The answer to their problem was actually very straightforward.

The impact :

Watch this space!
 

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Jack Milner Comedy Workshops
tel: 01494 772 908
email: jack@jackmilner.com