Developing World-Class Customer Service

The Challenge:  Our client is committed to providing extensive training for their Sales and Customer Service teams.

Once new hires have completed their initial training at their academy, they will be expected to provide a world-class level of service, support and guidance to customers from the point of purchasing their home right through to occupation and beyond.

Keen to improve the interaction between their customer-facing teams and international investors, they investigated cultural awareness and business etiquette training.

Our Solution: Babel was commissioned to design a one-day workshop that could be rolled out to staff in their autonomous companies and at various developments throughout London and the South-East.

The workshop focuses on improving interaction principally with buyers from China, Hong Kong, Singapore, Middle East, Russia and India, and occasionally Nigeria and Turkey. For each culture, core cultural values, preferences and approaches are discussed.

Practical business etiquette is understood and practised such as the correct naming conventions and titles, meeting and greetings, recognising hierarchy, status, gender and family issues, different approaches to timeliness and deadlines, the importance of relationships and trust and symbolism, taboos and acceptable topics for conversation.

Service expectations are also discussed, especially the importance of formality, courtesy, respect, physical appearance and dress code.