Insite Energy

Quick-Step To Happier Customers 

Client Feedback:

Was nice to have a change from the standard training, really enjoyed it.

Really upbeat, made everyone feel included and comfortable.

I think Jacqui was a great trainer, she really kept the energy up and made sure it was engaging.

It was really insightful.

Hafod

Supporting Vulnerable Customers 

Client Feedback:

I found the training very beneficial, and have noticed a positive change in how I interact with customers in the week following the training.

Loved it. have used it already and it’s chnaged the way I look and deal with vulnerable residents.

Very god delivery, particularly with the help from Andy, via the Real-Play.

I have already changed how I interact with Customers due the training, and I can identify vulnerable customers easier.

It’s changed the way I work.

Nucleus Financial

Supporting Callers In Crisis Course 

Client Feedback:

It was brilliantly positioned and very engaging

Brilliant – 10/10 !

This was, without doubt, one of the best training courses I have attended. Andy has a way of getting you to trust him and the process and I’m glad I did! He delivered a useful, well thought out and interesting course. He really put his ‘all’ into it and as a result everyone engaged. We were still talking about it days later and I personally took a great deal away from it.

A great balance of practical skills along with the theory to support the skills and help us implement them.

Given the subject matter Andy was fantastic at delivering.

The material was very engaging and easy to understand. I appreciated the hands on approach used as all day training sessions can be quite dry

I will be sharing elements of it with Seniors and other team members so they feel better equipped.

with regualr breaks and time moving around the room allowed me to keep engaged and focusing on the material

It was great, Ive been on a lot of various training sessions however the ‘open’ floor feel to this, the respect and humour applied clearly came from Andy’s experience.

Moving around, regular breaks really helped as this is a heavy topic. Andy made us all feel really safe and comfortable.

Jamie Briggs Removals

Service Excellence Course 

Client Feedback:

The sessions were well received and everyone took something from it especially as it was tailored to the removals business. It was delivered at a pace suitable for everyone and it was important that the teams had time away from the ‘day job’ to reflect and discuss solutions to challenging customer interactions. The good customer feedback is continuing,

The information was very relevant, I have changed some aspects of my customer service, as what I have been told in the past is out dated. For example, saying the inconvenience (being more personal to the situation), saying any inconvenience sounds like you don’t care etc…

I found the content helpful and have been using some of the techniques learnt when dealing with clients recently. I think what I learnt from the most was when Jacqui was just explaining different scenarios in which we could be faced with a client challenge and what the best approach would be to deal with these situations (especially how to use your language so that the customer feels like there is a likely solution).

I learnt to smile more. The discussions and the brainstorming were very helpful, I learn better thinking and doing things, instead of sitting and watching.

Service Excellence Programme 

Attendee Feedback:

I must say that it was an absolute pleasure to attend the CX training, and I am incredibly grateful for the knowledge and skills that I gained from it. The material presented was well-structured, engaging, and insightful. 

The various modules of the training were not only informative, but they were also delivered with great enthusiasm and passion.

The trainers ability to simplify complex concepts and present them in an easily understandable manner was truly impressive. The interactive nature of the training allowed me to ask questions and participate in discussions, which made the learning experience even more enjoyable.

The trainers expertise and experience in the field of CX were evident throughout the training, and I am grateful for the practical tips and techniques that you shared with us.

Engaging, Informative and something that I can think about when doing my job.

I found the sessions interesting and enjoyable. It was good to learn more about social styles and emotional intelligence and how they impact customer service.

I had never thought about the idea of internal customers when it comes to customer satisfaction. This idea will change the way I approach tasks taken to support my colleagues.

Feedback received from Our Client’s Customers:

‘the new approach has been more collaborative and sensible and working things through generally finding this now with (Company X) – Previously there was a wall barrier and no explanation but nowadays there can be good discussions. And there’s pragmatism and flexibility..’

‘…The way that we do the calls now with the team it’s better, more efficient, it definitely gets things sorted/answers quicker..’

‘…whilst conversations have been challenging, they have been transparent, they haven’t been what we wanted to hear but its good..’

‘The showcases work very well so we are going to do more of these – We can see it in action, trial and error, if there’s anything fiddly, we can ask questions there and then, in this showcase we clarified a few points and talked through an example….., it gives us a better view of the scope of testing needed so we have the confidence in it before we start our testing….
 

‘Happy with the team, we have a good working relationship. Showcases are working well. There’s a lot more conversation, especially with the BA, more than any other BA historically, it’s better than lots of emails, time well spent….’

Software Company.

Time Management 

I thought I would send you some bullet points from the team, after they attended the Time Management Session.

Frequency on checking email, most have started to adopt a personnel approach to the checking of emails.

Time stealers – All reports now that I receive have been changed to AN earlier time of day, so this is helping the business not reading work emails all evening. ( More personnel time) with a hint of delegation.

Email prioritising- Reinforced how to deal with emails thought the working day to be more effective. ( Important/Urgent)

Better understanding of SMART. As they are all at difference stages of life and careers.

All the guys enjoyed the course and have taken away all positive mindset ideas to make them more effective and lean in there day to day skills.

From me it was excellent and enjoyed the interaction and look forward to working with you again in the future

Paul Morrison, Sales Director, SWP.

Managing Difficult Conversations 

Jacqui is a brilliant trainer. She engages with her audience in an authentic manner and puts everyone at ease. Her sessions are well planned, flow logically, keep everyone interested and delivered with the right mix of professionalism and fun. I would highly recommend Jacqui.

Caroline Concannon, HR Business Partner, SWP.

Call Handling Skills 

I recently contacted Jacqui to arrange some face to face ‘Call Handling Skills’ training as I was impressed with the objectives of the course advertised, especially around supporting & training a team who already offer a good service but are capable of delivering a great service. Jacqui was extremely professional throughout and is a real expert in her field. Jacqui used a good mix of relatable scenarios to deliver an interactive session, with some useful tips on dealing with difficult situations as well as focusing on the importance of using positive language coupled with a can-do attitude. The session was well received by the team, and I would have no hesitation in recommending Jacqui. Thank you for delivering an enjoyable session.

Emma Johns, Group Customer Services Manager, Connexus Homes.

2 Day Leadership Course 

Jacqui has been fantastic to work with and I would highly recommend. From initial discussions about our needs, all the way through to delivery, Jacqui was incredibly helpful, responsive to any questions and always very personable. The training delivery received fantastic feedback from everyone who attended and we look forward to working with her again.

Tammy Weatherley Dept Manager – Nucleus Financial

Call Handling Skills

I found Jacqui a couple of years ago when we were looking to enhance and develop the confidence of our customer services team. Jacqui has an outstanding social and empathic competence, which is key to her highly engaging training sessions. Being a person that embraces Customer Service with real intensity and professional skill, Jacqui is our go-to trainer in Customer service, real passion and without doubt an engaging presenter – our team is developing well under Jacqui’s wing.

Call Handling Skills

Really informative! Will definitely be using some of the tips learnt today. Thank you!

Loved it, it was also good for team bonding and having fun with the team. Different from any other training as it was actually fun and engaging. Thanks Jacqui!

Really thorough session. Everything explained really clearly and helped me learn some new things I am going to take onboard.

I feel like I’ve genuinely learnt a lot about dealing with customers that I will be using going forward.

Enjoyed the interactive elements, made it make more sense.

Jacqui’s great and very engaging. The activities throughout the day were relevant and will help going forward. The tips and tricks she provided I will definitely be utilising when contacting customers. I have left the session a lot more confident 🙂 

Very informative. I now have a greater understanding about myself and my customers and how I can adapt my language/tone to create a positive experience for all.

Training is detailed in discovering and rethinking on how to deal with customers and develop the customer service skills.

Jacqui was great and made the session engaging. Loads of useful tips for dealing with all types of customers and managing yourselves too. Thanks!

Call Handling Skills

Found this very productive and enlightening to understand different ways to deal with a complaint and how we deliver this as a team.

Positive and enthusiastic, very good at keeping me engaged.

I felt confident that you were talking from experience and had actually used the skills in real life situations. Also that you used our own issues that we face as examples.

Found the session very interesting and very useful.

Call Handling Skills

The course was brilliant, and the team have provided wonderful feedback.

Thanks for a brilliant course, we all really enjoyed.

Really fun session, learnt a lot on how to handle the calls from start to finish and nice to engage with other colleagues from other areas of the business. 10/10 for the session and to Jacqui.

I first went on a telephone skills course over 30 years ago so it’s always good to have a refresher! Really enjoyed it. Thank you Jacqui

Informative and fun. Always great to refresh yourself with what to do.

Very enjoyable and useful, thank you Jacqui.

Coaching Skills for Sales Managers

I thought the session was great. Really engaging and interactive. Loved the breakout sessions and the way in which it was facilitated.

A range of practical tools which can be immediately tested to see what works for each of us and our leaders. Excellent session.

Really helpful, thanks. Great to get a different way of thinking when it comes to coaching.

Excellent session, some great learnings for my own leadership, how I can develop and amend my current methods to remain on point with my role needs.

Loved the session and all the new tools we can use. The break out sessions were great to put things into practice.

The real life role play was really helpful.

Loved the break out sessions and you covered everything I was looking for from this session.

Loved it. Nice one Bob (Jacqui).

Absolutely loved it, as always! Thank you so much

Positive Mindset & Emotional Intelligence 

Jacqui is a wonderfully engaging presenter, very easy to listen to and the course was just the right mix of theory & practical. It’s clear Jacqui is very passionate about what she does and that really shines through to all who are lucky enough to attend one of her sessions! – Thank you so much Jacqui!

Confident Team Leader Programme

I recently completed the Confident Team Leader Programme with Jacqui and cannot recommend Jacqui enough! If you are in management or aspire to be in management, Jacqui breaks down the fundamentals of what a good leader is, setting you up for success through structured weeks covering different subjects that will give you the skill set and knowledge to make you a strong leader – Caitlyn Corless Capital On Tap

I would highly recommend Jacqui’s Confident Team Leader programme. Jacqui made the programme interactive with myself and others around me, giving us the opportunity to put into practice what we were taking away from the course. I found the course insightful, and it has given me a lot to think about. In terms of how I interact with others and how to perceive different scenarios. Additionally Jacqui provides useful resources that can be used outside of the training, which is useful.

Since enrolling on this course, I have began to implement different techniques recommended by Jacqui. I have noticed a change in how I conduct myself and others. I would highly recommend this course to aspiring leaders and those in leadership positions who want to see things from a different perspective – Morgan Beddoe Capital On Tap

Nucleus Financial Services – Scottish Branch

Supporting Callers In Crisis

Andy was very engaging and our team have been talking about the session since.

I thought Andy was highly personable, kind and was great at putting people at ease to allow them to feel comfortable in opening up and engaging in the session. Some of the subject matter was emotive but he navigated this was exceptional experience and allowed sufficient time for the group to think and ask questions.

I’ll definitely be practicing mindfulness going forward and focusing on my wellbeing.

I would like to ensure that this is not a one off, that we use the content to continue to build skills and knowledge to ensure that we are supporting our customers AND our people on an ongoing basis.

Great, interactive session. Engaging despite being a remote meeting.

Thank you Andy – you delivered a very thought provoking session.

The training exceeded my expectations – the role play brought the session to life, it was of real value to the training.

I am not often a fan of role play but in this setting and for the purpose of the training it was exactly what was needed to really hit home and generate true thought.

Andy was incredibly engaging and knowledgeable. He commanded the room well and clearly was passionate about the subject matter which elevated the learners experience.

Financial Services Client

Handling Difficult Customer Conversations

Very insightful training, thanks for the tips

Thank you very much, helpful information. Not too much reading so easy to stay engaged. Lots of things that should be easy to implement going forward.

Really enjoyed the session, there’s a lot of tips I can take away from it and learn from it. I liked the break out rooms and the game was also enjoyable.

Liked the part about the way your brain works and how we can reframe our mind and subconscious for situations we find difficult.    

Service Excellence Training & Coaching Skills

Brilliant!! Really enjoyed it, I found it really engaging, there were loads of opportunities to ask questions and have those open conversations about encounters in our day-to-day job role…. and she made it thoroughly enjoyable and really informative.

I’m not one for training sessions usually, but she made it fun and light hearted.

Jacqui was really engaging and took her time to make sure we had all the resources we needed to be successful after the training. She was friendly and openminded which made the training fun but informative. Would happily do more training with Jacqui in the future!

Vulnerable Customer Training

Was a great session, really helped to focus on how we can help vulnerable customers as we are seeing more and more of them.

Very informative and very interactive training session and has given me ideas and suggestions for future sessions.

Informative with practical tips that can be implemented almost immediately, which is so useful.

Great session very helpful and informative.

Insightful and empathetic. Really enjoyed the Trainer’s Welsh twang, such a gentle accent. Thank you  

Found the course interesting and gave me some good ideas when dealing with difficult calls.

Enjoyed the introduction of the acronyms that we can use in the business to support people remember what to do and what to ask.

Customer Service & Train The Trainer

I just wanted to express my sincere gratitude for the fantastic training Jacqui provided to our team. Jacqui’s deep understanding of our needs, her infectious passion for learning, and the focus on skill development were truly remarkable.

The customer service training was delivered in a bespoke way, which supported the ever changing staff schedules and work demands, as expected from a start-up.

The Customer Service and Train-the-Trainer courses that Jacqui offered were a real game-changer for our team, boosting their confidence and expertise significantly. I wouldn’t hesitate to recommend Jacqui’s services to any company looking for impactful training.

Time Management

Really helpful session that was well balanced with listening time/interactive time.

Really useful and makes you think about your time management and what improvements you can make.

Enjoyed the breakout rooms and Jamboards for brainstorming virtually – rather than trying to talk over each other.

Even though it is virtual, still very interactive.

Like the Jamboards!

Lots of helpful tips!

Line Management Skills

Easy to digest and some great tools to take away.

Well structured.

Really good.

Easy to put actions into play in real life.

It’s good content and the Jamboards work well for interaction.

Nice balance of sessions and breaks.

The structure of the presentation was easy to follow and understand. It made me feel at ease.

Great session. Breaks were important as it’s a long day for a virtual session.

Good to have the breakouts to put things into practice.

Good content and refresher.

Good tangible processes such as AID.

Great takeaways to use day to day.

Essential Call Handling Skills

Jacqui is really engaging and fun – I enjoyed her presentation style, gives good examples, and clearly has a lot of experience
She used jamboards as a break-out exercise which I found useful and I found the exercises to have clear direction

Instead of roleplay exercises, we were encouraged to apply the advice to situations we’d been in with customers and feedback how we’d resolve this. I found that really useful in consolidating the information and being able to more confidently apply it to call handling in the future 

Emotional Intelligence

Jacqui, my advocacy for your company which provided brilliant courses and outstanding collaboration during lockdown. A real stand out for me was the Emotional Intelligence course which was excellent. The collaborative and authentic manner in which this was delivered coupled with a great use of both technology and people skills are testament to Jacqui’s knowledge and personality in bringing a group of new people together. I would be confident in using Jacqui and her company for future delivery of courses in the corporate and small business environment. Thank you and wishing you continued success

Melanie Birkenhead Director

Call Handling Skills

It was a great experience and a lot was covered in the session. Jacqui dug deep into real examples of how we can improve our active listening, focusses on thinking from the customer’s perspective and spotlighted various techniques for keeping difficult calls productive. Thanks again!

Nigel Matthews

Jacqui was great, held a really interesting and engaging session. I would go as far as saying the best Training Session I have had to date! Would 100% recommend.

Kamran Sharaz

Enjoyable. Good content and activities.

I found the whole overall course very interesting and I will take a lot of this onboard in my current role.

Very friendly and relaxed. Not a fan of Face Time but enjoyed it all the same. Thank you Jacqui.

A lot of preparation has been taken on the slides and the course.

My very first virtual training session. Very enjoyable and surprised at how inclusive and involved the group was in the session. Having access to the slides while training was helpful and interactive.

Perceptive Leadership and Coaching Skills

Nisbets PLC: Great communication and enthusiasm. Great opportunity to broaden my understanding of coaching.
Orangebox: Enjoyable tasks and not put on the spot which is great, well balanced content and well delivered, relevant and good delivery, good pace.
TSW: Very clear and informative, well presented and engaging. Placed in the context of each person’s own experiences.
St David Recruitment: Excellent, I would like information on other courses provided.

Emotional Intelligence

Without doubt I would highly recommend Jacqui. Her emotional intelligence course is interesting, enjoyable and valuable. It was great meeting the other delegates, the information was insightful and presented very well and the activities were fun 10/10.

Kerry Oliver, Accredited Customer Experience Specialist

I can not recommend Jacqui, Turner Corner Learning Solutions highly enough. I have now completed 2 courses with Turner Corner Learning Solutions. Emotional Intelligence & Coaching Skills session 1&2. Jacqui is clearly an expert in her field. Both courses provided a unique training experience with a personal touch. Jacqui is passionate about delivering quality training, is extremely experienced and offers a wealth of knowledge. Each course was engaging, informative and the material was of high quality & fun! I can’t wait to put my new skills to use. Thank You Jacqui.

Victoria Goodman, Cruise Sales Team Leader at Iglu

I would highly recommend Jacqui to everyone. She is passionate about what she does and this comes across in the training.

I attended a Customer Services course with Jacqui this week. It was well delivered and inspiring. Her courses are fun, interactive and beneficial.

I really enjoyed the course that Jacqui designed and delivered. I felt it was an excellent balance of professionalism with a little fun to help keep us energised and focused. The activities were thought provoking and gave us all a chance to share some best practices as well as having the added bonus of being able to get to know each other a little better.

Jacqui’s delivery was clear, concise and ran at a good pace. The responses I have heard following your training have all been positive and all have said they enjoyed it. I have noticed, not only in myself but, in others that there are already some changes being adopted from your training.

Thank you so much for all your hard work and hopefully this will not be an isolated training session and we will see you in the future.