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Wednesday, January 23, 2013

Hemsley Fraser trains staff at Toyota Financial Services

Learning specialist Hemsley Fraser has helped staff at Toyota Financial Services progress with a two-day communication skills workshop.

The workshop, called One Voice, One Word, Hemsley Fraser trained TFS's customer care team - which handles 9,000 incoming calls and 1,700 letters and emails from customers each month - as well as advisers from the new business team, the collections team, the customer sales team and the sales support team.

As a result of the training, staff are now able to convey clear messages with a positive attitude when dealing with customers.

Karen Harris, training & development specialist at Toyota Financial Services, said: "Although we have an excellent reputation for customer service, Toyota Financial Services follows the philosophy of Kaizen, which involves delivering innovation and continuous improvement. We wanted an innovative, motivational course to ensure our teams use consistent language and tone in their telephone calls and written correspondence with customers."

Hemsley Fraser was appointed after a competitive tender. "They're an approved supplier for soft skills and we've used them previously for management, communication and customer service programmes," Harris added.

"They impressed us by creating an engaging and interactive workshop that met our need and brought our values to life. Their trainer spent time with our different teams beforehand, to understand the nature of the customer interactions they encountered and how these were handled."

Hemsley Fraser delivered the facilitated workshop for three separate cohorts at Toyota's training rooms in Burgh Heath, Surrey. The One Voice telephone skills aspect covered planning the call, projecting a positive image, establishing rapport, active listening, information gathering, questioning, building relationships and closing the call. It also covered managing difficult conversations, handling complaints and data protection issues. The One Word written communication aspect covered planning the message, using appropriate language, conveying the right image, gaining interest and creating a compelling ending.

The learning specialist then provided follow-up coaching for TFS's supervisors, to help them cement the learning in their teams and ensure that the new language and tone were adopted in all customer interactions.

"This workshop has helped us to be clearer and more consistent in our customer communications. That's all part of providing a superior service and that's what we need to do if we're to continually attract and retain customers," Harris concluded.


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