The research behind our results

Huthwaite was founded 30 years ago on the basis of a unique and proven behaviour analysis research method. Originally used to define effective sales skills in major complex sales interactions, this method has also led to the development of our customer service approach – CARE.

Our CARE research has covered a wide range of customer service situations, including live observation of interactions in retail stores and estate agents, interviewing hotel guests about the effective behaviours used by staff, and listening to recorded call centre calls from a number of different sectors such as utilities, financial services, training providers and telecommunications.

From our research we’ve developed a best practice behaviour model – CARE.

Customer service covers a wide range of situations and customer types. Our research has shown that effective customer service advisers select different behaviours for different situations. There are some behaviours that are consistently important across the board, others are only relevant at certain times. For example, you only need to apologise if something has gone wrong when it’s the fault of the organisation – where nothing is wrong there’s no need to apologise. However, there’s always a need to effectively structure conversations.

Feedback from clients who’ve adopted the Huthwaite CARE model tells us that not only do their customer service interactions lead to fewer customer complaints, the training also helps generate a more positive environment within customer service teams.

We deliver our programmes through both in-company projects and public programmes for individual delegates so, whatever your company size, from major multinational to sole-trader, you can access our expertise. In addition, through our network of international offices we can deliver our solutions in more than 30 languages, bringing consistency on a truly global scale.