Case Study

Crest Nicholson

Jane Cookson | Group HR Executive, Crest Nicholson

Our Customers’ experience is important to the Company and as our Handover and Demonstration scores showed there was room for improvement, so we decided to run refresher training for our employees…

…and as a result, the scores in this area have improved and this was in part to do with In-house and their training.

“Using the techniques has seen very happy customers.”Jane Cookson

Extremely good training
I attended the course when it was piloted within our Regeneration Division and it was a very thorough and well run course. The feedback we’ve had is that everyone across the divisions, from the Chief Executive down, said the training was extremely good.

Engaging and well researched
Cary attends site and undertakes her research prior to the training so she is familiar with the product and how everything works. Her style of training is very engaging which encourages people at all levels to learn. And what helps is that the course is held on-site, in a practical and familiar environment.

Learning to see things from the customer’s perspective
We now understand the importance of seeing things from the customer’s perspective and we can talk to them in their language.