trends in customer service and customer service training ... · flip your training 2. improves...

Presenter: Andrew Sanderbeck

Trends in Customer Service and Customer Service Training You Need to Know About

Five Hot Trends in Customer Service

The Impact of “Newism” on the Customer

The Gap Between Customer Service and Expectation

The Share Economy and Customer Service

Customer Service Training Trends

Training "How and Why", not "What"

FLIP Training Model for Customer Service Training

1. PLAN B

Products that come with their own backup plan

Plan B

2. VIDEO VALETS

Face time, any time

So I can Skype my elderly grandmother...

But the brands I buy from don't own webcams?

3. DELIVER (MORE THAN) THE GOODS

Delivery. And then some…

4. SIXTH SENSE

The customer-focused brand has a new sense: info-

sense

In 2014, 36% of global consumers are willing to share their current location with retailers via GPS – that's almost double the number who were in 2013.

In July 2014, Dutch train operators Prorail and NS

announced plans to roll out platform length LED

displays that provide real-time information to

passengers.

February 2014 saw Virgin Atlantic equip concierge

staff at the Upper Class lounge in London’s Heathrow

airport with Google Glass. Staff used Glass to identify

passengers, initiate check-in automatically and provide

updates on weather and local events at flight

destinations.

We know what you're thinking. Privacy!

Brands with a SIXTH SENSE must be cool and not

creepy when it comes to seamless data use and

collection.

Rising numbers of aware consumers will want to know

where brands are storing their data, and how they plan

to use it.

5. POLITENESS PAYS

Because good customer service is a two-way street

Smart brands will realize that it's often other

consumers who have the greatest impact on customer

experience – good or bad.

Trash-clearing festival goers rewarded with free wifi

POLITENESS PAYS and expect it to spread

anywhere consumers impact on each other's

experiences.

The Impact of “Newism”

Definition:

The ‘new’ has never been hotter, as the entire

world, from emerging to mature economies, is

now creating new products, services and

experiences on a daily, if not hourly basis, in

every B2C industry. Which moves 'new' from being

a tired marketing ploy by ‘old’ brands ('new and

improved!'), to a genuine, exciting proposition for

consumers.

FSTR - Everything is getting faster

Something old is new again…

How does “newism” apply to your organization?

The Gap Between Customer Service and

Expectation

There are potholes forming between consumers and

businesses. These gaps arise when the customer’s

expectation of the service doesn’t quite match up with their

actual experience of the service.

The Share Economy and Customer

Service

The Share Economy and Your

Organization

Customer Service Training Trends

Training "How and Why", not

"What"

“People don’t buy what you do, they

buy why you do it.” - Simon Sinek

It’s not what you say but how you say it!

FLIP Training Model

for Customer Service Training

The approach enables facilitators to

enrich the learners experience by

substituting a less-effective lecturing

method for a more hands-on and

personalized experience.

How does it work?

Step 1:

The Facilitator will guide all lessons via a virtual

classroom, podcast, pre-course work or through the

Learning Management System, either in the

classroom or with the freedom to do it on their own

devices at their leisure.

How does it work?

Step 2:

The learners work in the classroom environment with

experiences that give a deeper understanding of the

applications or concepts. The facilitator recognizes the

true meaning of participation by the performance of the

learner in their pre-course work assignments.

The 4 TOP Reasons Why You Should

Flip Your Training

1. A great way to retain your Millennials

The on-boarding process for this group is critical; this

includes having a training method that will capture and

hold their attention long enough and keep it. The

flipped learning model is designed to keep its learners

engaged.

The 4 TOP Reasons Why You Should

Flip Your Training

2. Improves Efficiency

Once organizations have transitioned to the flipped

learning model, they can replace the class instructional

time with online instructional modules: eLearning and

embedded videos to be viewed and completed before

the training session. The trainers can then maximize

their in-class session by having a more meticulous

interaction with the learners

The 4 TOP Reasons Why You Should

Flip Your Training

3. Saves $$; improves performance

Training cost can be reduced drastically. Traditionally,

in-class sessions can waste precious time. And time is

money. Employees who are more active with hands-on

training and continuous engagement of course

materials are more likely to improve their performance.

The 4 TOP Reasons Why You Should

Flip Your Training

4. 24hr Access to Training resources

Flipped models allow learners to have access to

updated information as they are deployed. This is

great because workers can access learning materials

on-demand whether at work or at home. This saves

time away from production and gives workers the ease

in knowing they can get a refresher of what was taught

anytime they want it.