Cross Department Product Training


As our customer experience team (CET) are the hub of all customer contact, it is important for the team to have background knowledge of our products and processes in order to effectively handle calls and source further information where necessary. As our Field Technical Manager Dean Thomas travels around the UK to offer product and installation advice for customers, he has built vast technical knowledge. This has recently been put into practice through cross department product training for the customer experience team to gain a more thorough understanding, which in turn improves the customer journey.

Although customer experience executives are aware of basic product information to handle enquiries, an opportunity was identified to broaden their understanding of how our products are manufactured and installed. This improved background information will ensure that the team can handle calls more efficiently and become more engaged in the conversation through understanding technical questions.

Through an interactive training session, Dean delivered product information in an understandable format through images and design layouts. The team were then able to voice any questions that could assist with common queries received, improving their confidence for future interactions with customers.

As some new starters have recently joined the customer experience team, this provided an ideal opportunity to learn from another area of the business and share experiences between the team. The training from Dean was well received with positive feedback and engagement, as the team asked a number of questions to confirm their understanding.

Robinson Manufacturing continue to encourage cross training and department knowledge sharing as an effective tool for building awareness of our products and processes, to ultimately translate into the customer’s journey.

If you have a development project you’d like to talk to our timber frame team about, email or call us on 01933 279597.