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The Deer in the Headlights Look
We have all seen it.
In fact, we have all probably displayed that look on our faces at one time or another.
For those of us who are early adopters of new technology, we know this look all too well. It’s the look displayed on the faces of frontline employees (e.g., salespeople, clerks, bartenders, waiters, etc.) after a customer asks about a new use of technology that the employee was not adequately trained on.
As an early adopter of many new mobile technologies, I have learned to expect to see this look from time-to-time.
However, as time goes on and more people become comfortable trying new technologies, it is going to become more important for businesses to not only try new things, but also provide employees with the proper training so that customers are provided the customer service and buying experience that will set the business apart from the competition.
A few years back, this was a topic that many marketing experts and business consultants were talking about. As time moved on and the experts got more specialized in their expertise, I personally have heard this advice mentioned less frequently.
However, as more businesses have begun using technology for everything from product development to product delivery, this advice is still as important today as it was then.
Having employees who are not trained properly is going to lead to frustration and delays in transaction time. This inevitably will lead to decreased customer satisfaction and fewer future sales.
On the other hand, having employees who are properly trained to use the latest technologies will save the customer time and thus make the business transaction more enjoyable, which will have a positive impact on customer satisfaction and retention. In the end, this will have a positive impact on the business’s bottom line.
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