"Contact Centre of the Dept of Labour is a call centre providing advice to the general public regarding legislation administered by the Dept. The information provided is quite technical, and most of our training efforts were geared towards ensuring staff had a comprehensive knowledge. This was done by literally going through each piece of legislation solidly for three weeks. Customer service techniques were discussed but were not heavily focussed on.

It was recognised that training gaps were developing and the training style did not suit all staff. Rapid Results were contracted to provide our Team Leaders with training skills and techniques to deliver training in a fun environment which reinforced learning. This was followed by a customer service program customised to suit our needs.

We have since incorporated the customer service style training in our legilsation training program and have noticed a big difference in retention levels, with the training being completed in a shorter timeframe. Staff have enjoyed the training sessions a lot more and are utilising the customer service techniques.

All in all we are very happy with the package and training provided by rapid results."

Department of Labour (Customer Service Training)

"Rapid Results encouraged us to take a snapshot measure of our business before the training and after so we could calculate the return on the training investment. What we discovered was that we obtained an 55% increase in our service bookings, 65% increase in our warrant bookings and 100% increase in our sales leads in one month which equated to an ROI of 160% in the first month alone!!"

Kirk Motors – Mitsubishi (Sales Training)

The team have been really good and I have noticed a big improvement in attitude and confidence since returning from the course, which is great. Grade of service has really improved also.

ADFIT Membership Services (Customer Service Training)

“I really enjoyed the way this customer service course was presented. I have done so many of these courses in the past which I have found boring but this one will stand out in my mind as it was FUN and INTERESTING but it also made me ask questions about how I have been dealing with customers in the past.”

Medical Assurance Society (Customer Service Training)

I found this course extremely useful! I have been dealing with customers for a number of years but I have never been taught how to manage them like this.

Medical Assurance Society (Customer Service Training)

I found the morning session incredible. I really liked the idea of working strongly on ourselves as individuals before anything else, and then the rest follows. It was put in such a way that it was very thought provoking.
I've given a lot of thought over the weekend to the direction given to us, and i am genuinely going to try out these techniques.

Kirk Motors – Mitsubishi (Customer Service Training)

The telephone tips given to me,... while hard to hear at the time, I realise are so very true, and I think it will really help me to sound more confident and professional on the telephone. I also think that it'll make the job more enjoyable.

Kirk Motors – Mitsubishi (Customer Service Training)

Thanks kindly to Craig … whom I thought was EXCELLENT. He was really motivating, and what I especially liked was his personal experience… and you felt that he really has "been there" and so it’s good to receive the information from him. The presentation was very forceful and that made a real difference. It honestly was one of the best training days that I've ever been to (in its usefulness).

Kirk Motors – Mitsubishi