Customer Service
The Client
Taylor Wimpey, a FTSE 100 company, is one of the largest residential developers in the UK. It is known for its excellent customer service, with 24 regional offices, and operations also in Spain. There, it builds high-quality homes in Costa Blanca, Costa del Sol and Mallorca.
The company is an expert in building sustainable homes and communities. It provides high-quality places to live with appropriate facilities, an attractive environment and a sense of place, all supported by excellent customer service.
The Brief
Excellent customer service within the home building industry is vital. Buying a home is often a one-off purchase and can be an emotional and costly journey. Homeowners have high expectations when they buy a newly built property. They expect it to be perfect.
Taylor Wimpey aims to keep its customers at the centre of its decisions. It aspires to make its customer service one of the best in the industry, providing homeowners with a consistent and personal service.
The company also sought to reinforce engagement and promote a cohesive culture within the business regarding customer service. To facilitate this aim for excellent customer service, Taylor Wimpey restructured its Customer Service departments. It introduced a new role, Customer Relations Manager, in each of its regional businesses.
The purpose of this role is to be the primary point of contact for customers prior to moving into their home. It also serves as the initial point of contact afterwards, with the role working closely with Sales and Production throughout the customer journey.
Our Tailored Solution
Impact Factory created in partnership with Taylor Wimpey the bespoke “Practical Tools for Excellent Customer Service” programme. It has a very clear focus on the customer experience.
We used a Forum Theatre model to look at typical scenarios that participants encounter amid excellent customer service challenges. We practised a variety of ways to handle them with flair and confidence. Impact Factory and the delegates together created practical tools to help them gain customer trust, even in the most challenging situations.
Feedback and Testimonials
Almost 500 customer service professionals striving for excellence were trained in this project. All new recruits to Customer Service will be trained as well. Participants provided very good feedback about the practical tools offered. They reported that the forum theatre section on conflict was particularly useful.
See What We Can Do For You
If you like what you’ve seen and would like to know more please contact our team.
Taylor Wimpey – Excellent Customer Service
“The programme has helped our Customer Service staff become much more confident in delivering high-quality service to our customers. Increasing our service delivery will have a clear impact to our business and employee satisfaction”.
