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.

Telecom sector: How to make learning more systematic & engaged using Corporate Learning Platform

With the development of 5G & next generation smart phone technology, the telecommunication industry is evolving at a rapid pace. The global telecom services market size was valued at USD 1,657.7 billion in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 5.4% from 2021 to 2028 (Grandviewresearch.com, 2021).

 

The soaring popularity of mobile phones among different generations and large number of app-based services delivered through the mobile platform has been the greatest game-changer in the industry.

 

In the post COVID 19 situation, the demand for high-speed internet has increased with offices, schools and others operating their daily routine online. In 2020, the mobile data services segment held the largest share of nearly 33.0% and is expected to exhibit a significant CAGR from 2021 to 2028 (Grandviewresearch.com, 2021).

 

For Telecom sector, strength is in numbers – there is a huge customer base to handle, which needs a matching ratio of workforce to provide support. The training of this huge number of workforces can be quite challenging to manage but unavoidable because telecom is also a very competitive market. From onboarding to continuous employee training on changing product offerings, service parameters, and technological advances is crucial in this industry. With constantly growing workforce you would need a corporate learning platform to manage the process seamlessly and help in achieving the learning targets faster which in turn shall provide the competitive edge to your employees.

 

How a Corporate Learning Platform can make learning more engaging?

 

Online or offline learning infrastructure basically serves two purposes. On one hand it creates a robust system for the learners to seamlessly participate in their regular learning process. On the other hand, it must be an engaging system which will ensure continued learner participation. Huge manpower in the Telecom industry also signifies high rate of attrition, third-party enrolled employees, and lower engagement. An extended enterprise learning management system is known to automate the user management of this extended workforce which includes sales representatives, external distribution partners, franchises, service technicians, customer support executives etc. Let us discuss how the system can also keep your employees interested in their learning solving the challenges of attrition and lack of engagement.

 

Gamified Learning Experience

A gamified LMS with interactive features can be beneficial for your extended workforce to encourage them learn newer concepts quickly. This can be achieved by implementation at an individual level or in a group. The LMS allows you to create a healthy competitive environment with individual scores displayed on a leaderboard to boost learner engagement through scores & badges.

 

AI powered Content Library

The use of OTT platforms has increased post COVID19 and some of these apps are extremely innovative in terms of the content categorization and recommendation that they present to their viewers. On similar lines, LMS can provide recommendation of video-based learning nuggets for quick consumption & greater retention for the learners. These nuggets are very beneficial to the sales & customer support team as it serves as point-of-sale support.

 

Mobile App support for extended workforce

Collectively, the human population spends more than 60% of their time on their mobile devices. This makes the mobile phone a perfect device for learning and the mobile app variant of the LMS provides the learning on-the-go. This helps learners utilize their off hours to as it provides both online & offline learning accessibility.

 

Social Learning Tool

The social learning platform seeks to engage learners and provide a human context to their learning experience. These tools help to create an environment of collaboration between employees and provide an active platform for the remote workforce to engage with. The connection between learners and instructors can also benefit from a social learning platform. Experts believe that social learning tools promote peer-to-peer learning, which constitutes of 70% of all corporate learning, in the virtual environment.

 

To summarize, the customer base for Telecom sector has been growing daily and this shall remain the trend in the upcoming years. Thus, Telecom companies need to strategize their plans in having a workforce ready to manage this huge customer base with equal focus on the training of new hires and upskilling of existing employees. With some of the biggest names in the domain as our client, G-Cube has expertise in handling the learning, training, and development needs of Telecom sector. Our learning experts will be happy to answer any queries you may have.

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. 

Teach Your Retail Employees to Draw Customers Back with Enterprise Learning Management System

While technology dependency has been growing in all industries for years now, the face of retail industry changed after Amazon started its multilevel eCommerce business surpassing Walmart. By 2015, consumers had become so internet friendly that brick and mortar stores were facing a crisis quite unknown to their business till date. However, they were still popular because it is intrinsic to human nature to trust their tactile experience more than just audio-visual while making a purchase. Also, buying from a store was always faster than ordering online. But the pandemic changed it all. 85% Americans have said that Covid-19 impacted their shopping habits in some way, including reduced overall spending, increased online shopping, and increased use of delivery services, reported by Statista.

 

But things are taking a brighter turn. While a recent McKinsey reports, 60-70% adults are now omnichannel consumer with both sales in brick and mortar stores and eCommerce growing, an eMarketer survey projects that 81% customers are willing to go back to the store.

 

Growth Market specialist, Bharat Jain at G-Cube suggests, ‘The trends are positive and retail owners should jump to the occasion. Training plays a very important role in this phase of adaptation which will enable the employees to keep up and draw the customers back to the stores.’

 

 

Promoting Your Employees as Brand Ambassadors

 

While the willingness to return to stores is increasing, the affinity towards online shopping is not reducing. Retailers have to step up to encourage the willing customer to take an action and that is possible only by giving them a great experience. As your in-store employees are in charge of the customer experience, this is where your employees can become the true ‘brand ambassadors’.

 

 

Train to be an Expert than a Sales Support

 

A very important part of the online shopping experience is the abundance of information about the product, usage and also comparison charts which is completely unavailable at the stores. Retailers have to fill up this gap by training their employees to become product experts. Providing a continuous learning environment with small nuggets of information based on the category of product they are handling through an automated workflow on the mobile LMS shall help the employees retain knowledge better. The information is also available to them at the point-of-sale where they can not only provide demo of a particular item but compare the features while giving sales advice to the customer.

 

 

In-person Search Optimization

 

While looking for an item on the shopping app, a customer gets choice of both browsing and searching. So basically, they have the option to look through a lot of items and also search for anything specific they want. In a store this search engine is your employee who is helping the customer find the right product. At times, they cannot find the right items while searching manually and this leads to higher waiting time and dissatisfied customer. Integrating your retail management system with your LMS can bring all the information regarding the shelf, storage, and product details in one place which the employees can access with simple keyword search which is far more efficient. This reduces customer’s wait time replicating the online shopping experience helping your retail employees give a great experience to the buyer.

 

 

Keep Your Employees Motivated

 

According to National Retail Federation, the attrition rate in retail in USA is just above 60%, which is very high considering the overall average of 19%. Therefore, keeping your employees motivated to put in the extra effort is essential. An enterprise LMS provides you the opportunity to gamify the learning strategy for your retail employees. With easy integration with multiple business systems, you can give redeemable points to the employees based on their real-time KPI data, create leaderboards, and track the star performers. Getting recognized for one’s effort always makes them put in some extra.

To ensure the above you will have to invest significantly in developing and delivering training programs that can inculcate these habits and behaviours. However, that is not the final step, as the learning content has to be distributed along with follow-up trainings. Assessments and post-training support has to be delivered as well. To manage such a mammoth operation a learning management system which is equally effective on all the devices and is configurable to adapt to your organization’s culture is necessary.

 

 

G-Cube Learning Management Suite is being used by top retail industry players with positive results. To know more about the implementation strategies, write to us at info@gc-solutions.net and talk to a learning consultant.

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.