Safer & Stronger – 5 Ways Health & Safety Training of Employees Can Improve Your Workplace

 

5 Ways – Health & Safety Training of Employees Can Improve Your Workplace

 

In 2018, Teresa Webster suffered a terrible workplace accident. Slipping on leaked coolant that had been spilled over the floor, Webster fell and badly injured her head. She was further injured by a tray of industrial screws that fell on top of her as she tried to catch herself from falling in her cluttered, dangerous workplace. Webster suffered a terrible head injury, including internal bleeding.

The company assigned Ms. Webster a chiropractor to help with the pain without considering that there might be other medical concerns. With no medical diagnosis provided, Ms. Webster continued to suffer from terrible headaches even after the chiropractic consultation until she became temporarily bedridden and finally received medical attention without the company’s direction. In 2021, Webster sued for worker’s compensation and negligence, leaving court with her medical expenses, legal fees, lost pay, and a hefty additional amount for the distress she suffered.

According to the US Bureau of Labour, about one in thirty full-time workers has suffered from a workplace accident in the United States. With the massive resurgence of employees returning to work and companies looking to swell up their ranks with new hires after the pandemic, this number will likely go up soon. To stop this, employers need to invest in health and safety training to re-educate old employees and quickly train new ones on the procedures to stay safe.

Workplace accidents can lead to expensive bills and lawsuits, and a hazardous workplace drops morale tremendously. The knowledge that workplace accidents are common can lead to increased stress and decreased productivity, as well as higher rates of attrition. A study in the international journal of environmental research and public health found that construction workers who felt safe with their training and equipment had massively higher job satisfaction and worked faster and more efficiently.

Of all safety training, the following are the ones will usually have the largest impact on your workforce.

 

1. Hazard Prevention Training

Hazard prevention is everything from keeping the office clear of tripping hazards like loose wires to administrative issues like electrical hazards. Effective hazard prevention requires employees to take responsibility for their office environment and point out likely causes for concern, small and big. These can prevent many costly and embarrassing mess-ups before they happen. Knowing the workplace is safe can also be a huge morale boost for employees, allowing them to focus on the job instead of stressing over possible workplace injuries.

 

2. Equipment Safety

While not relevant to every industry, many companies work with dangerous equipment. Vehicles, power tools, medical lasers, and toxic chemicals are just some examples of workplace items that can be extremely dangerous if not handled with care. Companies that take equipment safety seriously enjoy similar improvements in employee loyalty and efficiency. With good equipment safety, your company can get around the awful situation of a workplace accident that can seriously hurt valuable employees and send production back several days or longer.

 

3. Hazard Response Training

When prevention is unsuccessful, a good business needs a backup plan. While some large offices can have a doctor on standby, first aid should be readily available in every workplace. Many offices have first aid kits in prominent locations, but it’s also necessary to have people trained to use them at a moment’s notice. For serious emergencies, companies should also have clearly outlined ambulance protocol. Ensuring these protocols are clearly outlined and universally understood can save time and create order in an otherwise chaotic situation, leading to faster results, saving costs, and potentially even lives.

 

4. Safety Training for Confined Space Work

A confined workspace can make every other safety hazard massively more dangerous. Equipment hazards, fire and electrical hazards, and even day-to-day hazards like a cluttered workplace or spill are far more dangerous in confined conditions, so it’s doubly important that employees working in such conditions, such as construction workers, maritime workers in ships, docks, and rigs, and other jobs that necessitate cramped working conditions be trained in all the ways they should respond to safety hazards, both general and specific to the industry, since they’re at far more risk of severe consequences if something were to go wrong.

 

5. Hygiene and Environment Training

With the recent pandemic, the concern of office hygiene is on people’s minds far more often than before. Taking measures to prevent even minor illnesses can have a massive impact on productivity. Offices that don’t get sick don’t have as many sick leaves. Healthy employees are more energized and productive. Even something as simple as a clean desk can have an impact on the office. Getting employees to take these things seriously isn’t always easy, but good training programs that spread awareness of the value of a clean working environment can boost office productivity substantially.

 

G-Cube believes that these trainings should not be just one-time events, but a full-fledged learning program to not only educate your employees but to build the behavior which keeps health and safety at the top of the mind. Employees should feel that health and safety trainings are not just a formality but a life-saver, not only for them but also their families and friends.

How To Reduce Change Anxiety Among Your Sales Workforces?

Sales is a dynamic field, always keeping a workforce on its toes!

Even the most stalwart workers need to be constantly developing. Competing in a market and flourishing in it are two very different things.

An effective sales training program should aim to develop confidence in a team, so that problems gradually disappear with practice. For your organization to flourish, you need to pay careful attention to staff development, especially in virtual sales training.

Previously, performance was evaluated purely on sales numbers, but there is much more to it nowadays. Employees must be equipped to build customer satisfaction, trust, and positive experience throughout the sales cycle.

 

Enabling sales workforces

 

Adopting a two-way approach while developing training plans, assessing both current capabilities and assessing future demand, can give you an edge.

Change is the only constant in this era of virtual selling. The past years have caused much anxiety about how the world and its industries will change. Thankfully, most emerging trends are already becoming clear, for rest of them we should accelerate our team.

Your clients, who have been through challenging times with your business, can provide invaluable insights and predictions about transitions, desired behaviors, and expectations.

 

Characteristics of profitable sales training methodologies

 

The sales training bar is set much higher than 20 years ago. Training options can be accessed online through Google, YouTube, LinkedIn, Yelp, etc. Forbes identifies four shifts that could drive sales in 2020 and beyond: Most importantly, most of the action will be happening virtually. Introducing changes overnight will not only make a team anxious but also undermine the success of the training. So, how do you plan to prepare your people?

The science of learning and an agile learning solution focusing on audience behavior, organizational requirements, and desired impact can greatly benefit the modern sales set up during the time of uncertainty. To encourage your employees to be open to new concepts, experiments, risk-taking, ideas, quickly act, and continuously learn you may introduce a learning framework that works for your culture.

 

Tool-based intervention

 

Our daily interactions have swiftly moved from 75% physical to 75% virtual. These changes mean that speech recognition, facial recognition, real-time language translation, 3D virtual experiences, Artificial Intelligence (AI), the Internet of Things (IoT), and other technologies are becoming ever common in people’s daily experience. Is your team equipped to handle these changes and quickly adapt?

You need targeted training for these new tools and technologies if you want to take your team swiftly from beginner to advanced level. Microlearning pertains to building a highly efficient agile learning culture, so to avoid overwhelming them, you might consider introducing the knowledge in short bursts.

 

Targeted skills training

 

How employees interact with customers, deliver on their ambiguous expectations, and can have empathy to handle customer behavior can be integrated into the learning methodology.

The high performing teams will require the new age skills. Taking them from rudimentary selling approach to holistic ‘buyer first’ approach will give the competitive edge.

Every organization is unique: Try to optimize your training for your own purposes to really make the team passionate about it.

 

Building confidence/awareness

 

Among virtual interactions through Zoom meetings, virtual training, online negotiations, and other forms of virtual communication, team members are often craving deeper human interaction. Training them in affective behaviors around themes of social justice, shared well-being, purpose-oriented buying, etc., will make it easier for them to absorb changes more smoothly.

The priorities of both organizations and customers are shifting: Increasingly important are speed to value, flexibility, adaptability, and responsiveness to market needs. Making these evolving expectations clear to your sales team will help them to understand the need for more demanding, focused, strategic, and mindful approaches.

 

As the world continues to redefine itself, sales professionals with greater experience and knowledge, and more agile capabilities, will have an edge.

There are multiple paths you can take to train your sales team. Reach out to G-Cube for help in combatting the challenges. We can help you to deliver a distinct learning experience leveraging advanced technologies.

Increasing Learning Uptake Using a Learning Management Platform

The self-paced learning market is predicted to decline by $33.5 billion by 2021 according to the eLearning Industry. That is a particularly unexpected statistic given the flexibility self-paced learning offers, which is a perfect fit for working professionals. However, motivation has been a challenge. Learners do start on courses but leave midway through unless there is a compliance requirement, or the training is mandatory for their employment. Even then, it is a task for the L&D teams to get employees to actually engage with their learning content, which is intended to enhance their performance.

 

This is a dire situation as seven out of ten companies reported talent shortages in 2019 (ManpowerGroup, 2019). Reportedly, 82% of them are prepared to hire and train employees lacking the required skills (Robert Half, 2019). Although the World Economic Forum has been predicting talent shortages and suggesting enterprise upskilling efforts for some time now, the disruptive technology adoption during the pandemic period made people look at the issue with more seriousness.

 

According to LinkedIn Learning, from 2019 to 2020, the number of enterprise learners more than doubled, and the amount of learning has also increased by 58% more hours per learner. This number contradicts the statistic shared above about self-paced learning losing popularity. Analysts are of the opinion that the problem is not lack of curiosity or willingness to learn. The problem is lack of visibility of a growth path linked with the learning.

 

Individuals are interested in growing in their careers and for that they are willing to put in the extra effort. But the learning initiatives taken by organizations fail to integrate these programs with the career goals of their employees. If the employee realizes the importance of the program to their individual performance and career, this will drive them to engage with the course and complete the learning exercises that they started.

 

Another challenge for corporate learning is the learning platform. A professional with 16+ years of industry experience, Nikhil Kumar, AVP, Learning Technologies, G-Cube says “If you’re wondering why your LMS is facing issues with uptake among the learners, here’s an honest fact for you—they don’t have enough reasons to come back. To truly engage a learner with the system, they need to find reasons to come back asking for more.”

 

While there can be many strategies to increase learning uptake, I would like to suggest some ideas to increase learner engagement and learning uptake by using a learning management platform effectively.

 

Enable Individual Career Advancement

 

Getting a disenchanted employee to focus on their learning requires showing them a value in that learning. Employees are now in charge of their careers and expect not only flexibility but autonomy. Providing a learning infrastructure that not only assigns training but makes interest-based learning available and accessible attracts the employee. The Learning Experience Platform can deliver learning based on the employee’s choice and need. A channel-based user interface segregates content into assigned learning, interest, peer choice based etc, which helps the learner choose their learning journey and improve their KSA – knowledge, skill, attitude.

 

Map Learning to Organizational Growth

 

Creating a learning program that will help your employees meet their KRAs is not enough. What needs to happen is that a learning environment is created where they feel the urge to perform better. Integrate your learning strategy with your overall business goal, while aligning individual journeys to the same goal. A learning performance platform can integrate with your business tools and processes to identify gaps and deliver relevant learning to the groups and individuals who are critical. This will make the employees understand their roles in the bigger picture and give them the opportunity to contribute directly to the growth of the organization.

 

Build a Community of Learners

 

LinkedIn has again reported that “In spite of the shift toward hybrid workplaces, employees still desire a sense of community and belonging at work.” Learning can provide that community feeling and an enterprise learning management system can be the perfect platform for this community to engage. Through social learning features on the LMS, the employees can come together on forums to discuss work-related issues or achievements, seek guidance from the seniors and feel connected to the work environment even in a remote or hybrid work setting. According to the popular 70-20-10 theory of learning, it is said that peer-to-peer learning contributes 20% of all corporate learning. Being able to replicate this model on a digital platform will give organizations the result they desire from their learning programs.

 

To conclude, L&D leaders have to provide three Ps to the learners to increase learning uptake—Path, Purpose and Peer—and G-Cube has the right combination of learning management platforms to make this happen. Talk to our learning consultant today.

Why consider industry specific LMS for your new implementation?

 

Industry specific LMS for your new Implementation

 

It is no rocket science and in fact, normal human tendency to accept changes which benefit us. Marketers identify the needs of the market and work towards filing the gap. Organizations work in the similar fashion; they identify the needs or gaps of their employees and search for best solutions to address them. This change is what we adapt to.

 

At G-Cube, we believe in Solving Business Problems with the Science of Learning. In this piece, we will try to look at two variants of LMS. Whole one has generic features and the other is the customized version for specific industry families. With our experience of 21 years, we have seen that an industry specific LMS generates better results than a standard LMS because the features are made to align with the processes, terminology, and regulations of the industry.

 

 

Every business is different from the other and thus they differ in their respective problems, needs and functionality. Therefore, a standard LMS can overcome certain training and learning requirement of the business but may not solve the specific needs of the industry or the business function.

 

We know that BFSI and Automotive as an industry are heavy on training the extended workforce, but the training requirement and process is very different for both. For example, the training requirement of the finance industry is more compliance oriented while the automotive industry does its training based on skill gaps. In this case, even the standard LMS, with extended enterprise features will not be suitable for both the industries with same effectiveness, creating a need for specific LMS for the said industries.

 

Similarly, Pharma and Aviation are two industries with strict training compliance requirement but their processes are different, regulatory bodies are different, certification requirements are different. Even an LMS which has a compliance training module attached to it will not cater to the Pharma industry as it requires compliance to the 21 CFR Part 11 guidelines by USFDA.

 

From our extensive work across industries and functions, our experience suggests that the future for generic LMS is bleak. With the massive growth in eLearning adoption, soon the organizations will demand an LMS specific to their industry so they can rapidly build skill at a scale!

 

There are many standard learning platforms in the market with which can help you quickly start your training but are they ready to solve those problems which your industry is facing?

 

Let’s see what factors trumps industry specific LMS over the standard LMS.

• It follows the organizational structure of the specific industry.
• It uses industry specific terminology.
• It abides to the training compliance rules and regulations of the industry.
• It can map the various types of organizational or department specific training flows.
• It has a skill library according to the industry.

 

The feature, content and focus of training vary from business to business. Industry specific LMS is a great solution for creating an eLearning strategy which best fits business needs and objectives. If you wish to optimize the effectiveness of your organization’s training initiatives, you may talk to our learning consultant for a deep dive. Write to us.

Why Oil & Energy Companies need to invest in a corporate LMS for On-Job-Training

Energy industry is unique in its operation where most of its employees are situated in remote locations of production sites. Functioning in an emergency sector where production determines the cost, the industry is always under considerable pressure to reach optimal levels at all times. The technology used for exploration, extraction, refinery, and distribution is ever evolving and the employees need to be continuously trained on the latest tech for continued production.

 

The learning environment is also unique, as here the associates need hands-on guidance to learn to use the machinery, energy storage processes, energy management etc. For this, they usually first turn to their managers and supervisors who are experienced professionals. Peer-to-peer learning accounts for almost 55% of corporate training and it facilitates one of the most effective forms of learning – On-Job-Training.

 

Research led studies show that on the job training strongly affects creativity as it teaches problem solving skills, achieving organizational objectives and improves work quality. According to a Rand Corporation report, nearly a quarter of energy organization have high-priority occupations that require long-term on-the-job training. The report also suggested that employers seek workers with cross-cutting knowledge areas and skills. Employers want workers who can solve work-based problems, and who understand the fundamentals of administration and management. These cross-cutting knowledge areas and skills were more often reported as in demand by employers than occupation-specific ones. Understandably, these skills are not particularly taught as a part of any curricula in colleges because of which employees have to learn these at their jobs.

 

While informal learning from supervisor or colleagues is a great way of acquiring relevant knowledge, it lacks standardization where one team might be ahead of the others depending on the team lead they have. This is where the L&D teams of energy companies need to step up and figure out how to provide optimal on-job-training to all their employees so that they come up to the same level. It is important to keep in mind that the workers in this industry are continuously navigating difficult terrains, hazardous work conditions and trainings for them is not only about performance but safety & health as well.

 

Role of a Corporate Learning Management System to Deliver On-Job eLearning to Oil and Energy Workers

 

Accessible Anytime, Anywhere

 

The modern cloud-based, mobile learning management system is a boon for any industry looking to provide training to their remote workforce. The energy industry can benefit from the same by delivering standardized training to their workers located at the production sites. The LMS can extract information regarding job roles by integrating with the HRMS and automated workflows can be set to deliver the application-based training to perform a particular task. Similarly, periodic refresher training can be delivered via the LMS on important processes of drilling and production facilities, distribution logistics, risk & safety measures and more.

 

Cost Saving and Training Optimization

 

There are various kinds of industry trainings that the manager level employees have to go through in the energy industry. Courses on wholesale markets, contracts, retailing, emerging markets technologies, competition with alternative energies, environmental, safety and security issues etc. are topics for working professionals that organizations have to train their employees on. This is a huge cost for the L&D teams as it includes physical classroom trainings, providing with learning material, and then evaluation. Providing remedial training for the ones who do not perform well during evaluation incurs additional cost. Shifting this entire model to a digital platform and providing blended learning through online classroom trainings on an LMS along with eLearning material can prove to be highly cost-effective. Evaluation can also be done through an LMS with built-in On-Job evaluation feature and also remote proctoring. On an LMS, training materials are continuously available for the learner to pick up or refer to while actually performing a task or whenever they want. This is more helpful in the learning process than the back-to-back classroom sessions which becomes too heavy for the learner to comprehend in one go.

 

Tapping into Internal Talent

 

As discussed earlier, quite a bit of learning in the energy industry is peer-to-peer. The LMS gives a brilliant opportunity to create learning resources from the experience of senior employees. By using them as Subject Matter Experts, the organization can create a video library within the LMS which can be used as a training repository on critical processes of handling machinery or exploration or safety etc. The social interaction feature on a learning management system can be used as a platform where the employees post their queries and get answers from veterans creating a healthy learning culture within the organization.

According to statistics, only 1% of a work week is dedicated to learning. For a process heavy industry such as the oil, gas, and energy this is even. Having a learning management system to provide on-job training to the employees will enable them to access training more easily and at the time they need creating safer work environments and better business results. At G-Cube we are continuously innovating with all that can be done for better learning with technology, and we would love to talk to you more about the various possibilities of a Learning Management System. Write to us.

Post-Pandemic, Business Continuance in Airline Sector means Upskilling with Corporate eLearning Solutions

 

I run the risk of stating the obvious when I say, along with tourism, aviation industry is one of the most severely impacted industries in 2020. The global bodies of the industry IATA, ACI and ICAO, all agree that it is not going to go back to 2019 level, any time before 2024 and holds true for both business travel and leisurely trips.

A global survey conducted by Gartner, Inc. found that 88% of business organization all over the world mandated or encouraged all their employees to work from home as the virus started to spread at exponential rates. Furthermore, about 97% of the organizations immediately canceled all work-related travel. Tourism, though opening up in pockets, is yet to revive full scale. The fear of contagion on a flight is higher among masses as there is hardly another industry which offers services that involves intermingling with so much and so many strangers.

With the pandemic passing over, there is a new situation where airlines have restructured themselves to operate under heavier umbrella of regulations and survive the bad time with as less employees as possible. This changed environment obviously needs the associates and employees to develop new skills, inculcate new habits and be ready for multi-tasking. So, organizations will have to not only transfer new knowledge but also help their employees to change themselves and respond to the new situation with the same ease and effectiveness. And obviously this will not be possible without an equally effective corporate eLearning solution. In the current situation there are three things that can help the aviation industry meet the business challenges.

Prepare Employees for Multi-Tasking

Job role specific trainings are already there but when your cabin crew has to manage certain duties of the ground staff, then they will need extensive training and concurrent training compliance management or the same. Managing training for the airline employees who do not usually work from a ‘office’ as such and are at times traveling across the globe is a complicated task in general. A learning management system can integrate with the roster management system and pull data on an individual’s schedules and job role. Based on the same, training can be assigned through automated workflows making the process system based leaving the administrators free for more important tasks.

Expedite Digital Proficiency among Crew

Industry experts all over the world have suggested and the aviation industry has also accepted that heavy digitalization is key to safe and efficient business for the airlines. The operating model has been largely modified. Today we have touchless check-ins, RFID bag-tags, contactless and paper-less immigration, and boarding processes. This has rendered the need for large passenger concourses and check-in areas redundant and released more monetizable commercial spaces.

However, this also means high level of digital proficiency among the ground staff. Though using a smartphone is normal for most, learning to use technology for a job they have been doing manually, all of a sudden, is not easy. A scenario-based learning program deployed through a compatible learning platform will help them learn faster, retain the information longer and also use the knowledge effectively.

Reducing Training Non-Compliance

Aviation is largely a regulated sector and post-Covid the rules have increased manifold. Other than regulations issued by global health organizations like WHO, ICAO has its own separate guidelines for airport, aircraft, crew and even cargo. Add to this the government issued mandates in each different country.

Thus, managing the training compliance requirement of current times, needs intelligent & automated solution. A Learning Management System with an authorization feature can help manage the complete process of compliance. Starting from identifying the required compliance or certification for a job role through machine learning technology, the system shall track the progress, status and notify as and when required. This reduces the scope of manual error while managing this complicated process on excel sheets or via emails.

Though the pandemic is the biggest disaster for the Aviation industry, but they have proved their resilience time and again before during 9/11 and other global tragedies. However, revival of the aviation industry is also a must for the global economy to revive. If you are looking to find out more about the benefits of eLearning solutions and technology for the industry, you may visit our repository. To talk to a learning consultant at G-Cube, please write to us and surely we shall use our 21 years of experience to build the best solutions for you. 

Share on facebook Share on linkedin Share on twitter Onboard and Retain the Best Talent in the Pharma Industry with an Enterprise LMS

 

There is a lot of development in pharmaceutical research, manufacturing, storage, distribution, quality control, logistics, and sales. Every day, new drugs are introduced based on this research. Simultaneously, several drugs are discarded or banned based on the same findings. In parallel with this, there is also a lot of research and innovation in related technologies. Subsequently, new processes and policies are being put in place by organizations like the FDA. To cater to such a complex business environment, the Pharma Industry is constantly in need of highly skilled employees, and talented candidates are scarce, making hiring a complicated path for the Pharma business compared to most other industries.

 

To bridge the gap between required and available talent, the Pharma industry relies on corporate learning and development initiatives. The most important of these initiatives being the onboarding of the new hires.

 

Along with hiring, retaining talent is also a challenge. According to a survey done by BioSpace, 67% of biosciences employees were looking at changing their jobs in 2020. However, due to destabilized markets during the pandemic, people refrained from moving, but now the trend has returned with the post-pandemic growth spurt. The regulated nature of the industry makes employee churn an issue, and the BioSpace survey reports:

 

“In fact, at least one study indicates the cost of each employee’s turnover ranges from 70 to 300 percent of the annual salary of that employee. And the replacement costs are about 2.5 times the salary of the individual.”

 

To find the appropriate solution to these two talent-related issues, it is important to understand what motivates employees to join companies and stay with them. The Work Institute Retention Report 2020 states that the top three categories for leaving in 2019 were Career Development (19.6%), Work-Life Balance (12.4%), and Manager Behavior (11.8%). The same reasons featured in the article by job-search website, ‘Indeed’ in 2021. It is notable here that the Work Institute Retention Report 2020 also mentions that over one-third (37.9%) of interviewees exited their organization within 365 days or less. Two out of three employees who leave in the first year do so in the first six months.

 

Two of the reasons cited above, career development and manager behavior, account for 30% of the attrition. Also, the main reason for employees leaving the organization within 365 days or less can be linked to the initial 3 months’ experience of the employee when they are onboarding with the organization. We believe that most of these issues can be solved by effective training and development programs. In this article, we will examine the role of an enterprise LMS or Learning Management System in solving onboarding and retention problems.

 

Amit Tyagi, Customer Success Head at G-Cube shares: “The modern learning management suite is capable of doing a lot more than just manage learning. With the right insights, a corporate LMS can be easily used to train, engage and give a growth vision to your employees.”

 

 

 

Some Elements of the Enterprise LMS that helps onboarding and retention

 

 

Pre-Onboarding Engagement

 

Working remotely is the future, and it serves your purpose perfectly. With a cloud-based learning management system, you don’t need your new hire to come to the office to initiate them into the organization. With multiple formats of content support, the LMS can start engaging your new hire even before their onboarding process begins. LMS, as a repository of content, makes knowledge transfer easy and hassle-free. As such, it helps reduce the anxiety among the new joiners who can then access this information without waiting for a manager or HR.

 

 

Abundant Training and Timely Certification

 

Pharma has a complex knowledge requirement. Product, process, policies, compliance, risks, safety – managing the plethora of knowledge in an easy-to-access search is important to create a suitable learning environment for employees. A major cause of concern among new hires is the requirement of rigorous training and certification related to their job role. Having to manage that manually can result in various clerical errors, which can result in serious implications with auditory authorities. Having the training content available at their fingertips boosts the employees’ confidence, and the LMS automatically tracks the certification requirement and expiry, relieving them of the pressure of monitoring it manually.

 

 

Provide Growth Vision

 

Research suggests people are less likely to leave their jobs if they have a career development vision. Use your LMS to assess the current level of skill and expertise of your employees, gather inputs on their vision of their career, and offer training based on these attributes. This practice demonstrates that employers are taking their career development needs seriously. For new employees, engaging with senior management can be daunting. With the LMS helping them visualize their path and growth with constant support, employees feel comfortable and give their best.

 

 

Improve Employee Feedback

 

In any organization, feedback should be a two-way process and as Pharma comprises a highly skilled workforce, it is especially important that they feel heard. The enterprise LMS can help you gather feedback from individual employees on their experience with their peers and even managers without running from desk to desk.

 

 

Predict Employee Churn

 

Everything is based on how you read your data. An enterprise Learning Management System helps you track a multitude of data. By tracking scores from relevant workplace assessments and correlating them with employee longevity, employers can identify risk factors that require intervention to prevent employee churn.

 

 

Traditionally, a paper-driven process like onboarding has been treated mostly as a formality, but researchers have highlighted the impact it has on the new joiner and how important it is to give them an immersive experience in the first few months. G-Cube Learning Technologies unit has a dedicated customer success team who can help you envision all possible solutions to your business challenges through the right learning and learning-tech interventions.

Share on facebook Share on linkedin Share on twitter Customer Service – Solutions to Stay Upbeat

Customer expectations are reaching new heights, and poor customer service can cost a fortune.

The way in which a customer is treated, communicated with, and valued can make a significant difference. It is a crucial element that can distinguish one brand from another.

 

 

What does the future of customer service look like?

 

Traditionally, people did business or bought products based on brand, image, and price, but now it is very much about the experience. Any transaction, whether it is with people, products or in business, is judged on the value associated with the experience.

 

Customer Experience

Understanding the customer is a major factor. A recent survey by PWC suggests that, in the last six months, consumer behavior has evolved significantly.

 

The feel-good factor is important, and strategies should include all modes of communication, such as chat-bot, messages, email, and notifications. Customers happily pay more for a product if they feel they have had a pleasant experience.

 

Customer support should not be an afterthought. A highly impactful customer base can be developed by providing great products accompanied by great customer service.

 

 

Technology as an Enabler

Companies collect the most relevant data when they can utilize and decode customer information to improve their goods or services.

 

Technology alone cannot necessarily solve the problem, but it can provide these essential elements: Speed. Convenience. Consistency. Friendliness.

 

Emotionally Connected and Safe Experiences

Seventy-one percent of Americans would rather interact with a human than a chatbot or some other automated process – PwC.

 

This new standard of expectation has also seen a shift in values. Customers want a safe experience in their transactions and interactions, and this can be seen as an opportunity to develop stronger and more meaningful relationships.

 

 

How can you make this work?

 

Simply by enabling your staff.

 

But how do we get it right?

 

Despite recent global upheavals, some things remain constant in customer service and experience—’building trust’ and ‘human connection’.

 

The first step would be to treat our internal stakeholders as our prime customer. Thus, business strategies and priorities focusing on customer service representatives, especially the frontline staff, will contribute significantly.

With an ability to communicate kindly and clearly, they can have a considerable impact on the business with cross-selling and up-selling.

 

 

Solutions to stay upbeat

 

Knowledge

Customers would not be happy with a service if they felt that the representative lacked knowledge. A knowledgeable employee should sound confident, be able to resolve issues and combat difficult customer interactions.

 

To empower your prominent stakeholders:

1. Provide them with handy guides, such as a quick-fix negotiation guide or a conversation guide in the appropriate format, as well as learning nuggets, including just-in-time modules, reference guides, etc.
2. Provide them a centralized knowledge base with learning resources acting as a kiosk constantly available from any device.
3. Teach them with an engaging learning strategy to make training enjoyable and engaging, including tools such as animations and interactions, explainer videos, demonstration videos, and other interactive videos.
4. Have knowledge-sharing sessions with top performers to improve competence.

 

Skills

Organizations need to nurture their employees’ digital, cognitive, social and emotional, and adaptability and resilience skill sets. Many customers have struggled during the pandemic, and a little empathy can help them feel good.

 

The ever-evolving skill-based training and the current challenges require companies to proactively create strategies that enable development in four areas:

1. Basic digital skills to understand the organization’s ecosystem, critical technology, and processes.
2. Life skills such as adaptability and resilience to drive this experiential shift.
3. Situational empathy skills to combat disruptions caused by the pandemic.
4. Cognitive skills to further enhance and prepare for a self-reliant environment.

 

Awareness

To be prepared for the dynamic role of customer service, we must equip team members with information and technology, so they are able to assist the customer in their best capacity.

1. Prepare the team for positive customer experiences with virtual reality learning solutions that mirror real-life situations.
2. Provide guided training modules with challenges that allow learners to realize, decide, and get feedback on responses.
3. Prepare for high-quality solution-oriented customer service that acts as an agent for behavioral change.
4. Provide reinforcement sessions to boost positive customer service habits and behaviors.

 

Make sure your employees are aware and understand that they are empowered. Reach out to G-Cube to discover excellent solutions for customer service.