Customer Service Training and Trends

Does your staff groan and complain when you announce Customer Service training? Do they dread it, think they are already doing a great job, or just dislike sitting in training? Do we still need Customer Service Training?

Here’s the thing… Yes, your organization needs it. For all the reasons you already know, Live Chat Imageincluding improving your Customer Service or improving parts of it, but also because you need to keep up with changing trends, most of them driven by the online environment. The “customer” is changing in a Google and Amazon “on demand” world. You can get pet food delivered to your door almost instantly. Don’t think that people will wait days to hear back from you on their question about their pool pass.

And – for your staff – do it for them. Give them the tools they need to navigate the sometimes challenging path that includes unhappy customers. Help them not feel beat up at the end of a tough encounter, empower them with the tools they need to say “I can help you with that”, and help them be in control when policies and procedures need to be followed.

Here are some business trends you should know about with Customer Service. Some impact the Recreation sector as much as the business sector:

  • Chat: Use of instant chat is on the rise. What does that look like on the back end? When does a person take over from the auto-responses that get the conversation started? (I also wonder how many chats is that person juggling at once? And where in the world they actually are).
  • Artificial Intelligence: Forbes.com says that 80% of companies will use AI by 2020. That is just around the corner now, after using the statistic for a few years, so I wonder how that will hold up.
  • Social Media Service: This is a big one for Recreation. People have a question, first they Google it. If they cannot find it quickly, they click on Facebook or Twitter and they message either your organization or the universe at large. The Universe does not always provide an accurate answer while they are waiting for your answer. If your answer doesn’t come until four days later or after the weekend, you have a 35 message feed waiting for you to now navigate. But how realistic is it to have someone (the exhausted Director?) checking social media all weekend?
  • Google: People with a question go to Google first, and then they want a human. It’s that simple. The trends are showing less time and patience in seeking out the answer themselves.
  • Remote Customer Service: It’s much more likely now that your Customer Service agent is stateside rather than overseas, depending on the international level of the company you’re dealing with and very likely that person is working from home/remotely. So, within recreation, is there an opportunity to have a designated customer service team who is not actually on site?

Only you can know how busy your organization is and what level of customer service you need to start providing. But keeping an eye on the trends is important.

If you’re not sure where to start, start with social media. Be sure you are posting updates and precise easy to find information to prevent as much confusion as possible from the start. Consider a banner on your website for important things like pool closings, weather related info, holiday event updates, etc. Also, take a look at the back side of your website and what people are most navigating toward.

There is a word that pops up often in the Customer Service field: Customer-centric. That customer-centricity-icon-260nw-1062868253means your processes and navigations and available options need to be tailored for exactly what works best for your customer. The flip side is sometimes that it’s not always what is best or easiest for you and your staff.

This a great exercise during that staff training that you’ve been putting off having! Be aware of what is challenging or what customers are complaining about, what is the customer-centric solution, and then how can you actually make it work on the back end?

This is all important work that will pay off in the long run and it’s important to keep up with the rapidly changing times.

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Civility in the workplace

Ever meet someone that you wish you could pull aside and have a little chat with them about their civility or lack thereof?

If they are on your staff, the good news is – you can. And you should…

Let me clarify… in our workplaces, we train on computer skills, how to balance the cash drawer, how to add proper pool chemicals, how to take a summer camp registration at the front desk – but we very rarely train on the proper etiquette and expected behaviors for how staff treat other staff.

This beautiful concept goes hand in hand with how we (our team) then treat the customers.

So, when I get a request for customer service training, I always first suggest we take a look at the civility expectations and training that staff receive.

If you work for a municipal entity, they sometimes have “Codes of Conduct.” This is often a  “gem” of a document (excuse the implied sarcasm) that includes a harsh list of “Do Not” statements, such as “Employees will refrain from using harsh language” or “Do not disturb, annoy, or interfere with any other person.”

Instead, what if employees come together to talk about the impact that lack of civility in the workplace has on them (step 1) and discuss the standards for behavior that are appropriate and reasonable for their workplace (step 2). Then, by sharing these, employees at all levels are aware and part of this culture. It also becomes easier to welcome new staff into the culture as well. Then, we extend these standards on to our users and patrons.

How does incivility impact the workplace? Big ways, like two employees squabbling or INPE0814name calling or worse. But small ways: tiny jabs at one another, gossip that undermines the moral of all or deeply hurts an employee, employees who quit unexpectedly and you do not learn until later why, staff who call in sick to avoid confrontational situations, loss of productivity related to workplace influences. And so many more…

Another key perk to this process is that bullies or aggressive staff or “hey, I was only kidding, can’t you take a joke” jokers start to feel uncomfortable in the new civil workplace and will begin to be managed by the influence and feedback (even non-verbal social cues) of their peers.

For those that are not, Managers now have a way to discipline and council troublemakers. Sometimes it’s a “hey, can we talk about the last staff meeting? Your comment to Donna putting down her work on the event is not the kind of tone we like to set around here.” on to a full counseling session about language, harassment, or bullying.

Here are some interesting statistics:

  • In 2011, 50% of employees surveyed said they are treated rudely at least once a week at work. (In 1998, it was 25%) I’m anxiously awaiting updated numbers because I bet it’s even higher in 2018.
  • Out of 800 managers and employees surveyed in 17 industries:
    • 48% of employees intentionally decreased their work efforts due to incivility
    • 47% intentionally decreased their time spent at work
    • 80% lost work time worrying about an incident
    • 66% said their work declined
    • 25% admitted taking their frustrations out on a customer
      • From C. Pearson and C. Porath research

It’s time to make training and conversations and workplace civility a priority, regardless of what sector you’re in. I strongly encourage you to hire a consultant or trainer to help you with this, because sometimes employees receive the message better from an outsider versus their management. Look for someone who can be frank and candid but includes humor – Civility training can be fun!

However you approach this, educating yourself and the management of your workplace about the impacts of incivility and the importance of creating a civil workplace is an important first step, then move to a process that allows staff to be heard and be part of creating their own culture. You’ll see wonderful results!