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