COVID-19 – OpenSesame

COVID vs. customer service: The big clash

OpenSesame Team — Thu, 04 Feb 2021 20:46:48 +0000

Of all the industries struck by the pandemic, customer service was hit especially hard. The customer service industry has drastically changed, with many customers finding themselves frustrated, irritated, and anxious.

Harvard Business Review conducted a survey of 1 million customer-service calls that covered 20 different industries. Many customers reported that their calls were “difficult.” Issues like unexpected travel cancellations, appealing bill payments, and disputes over insurance coverage plagued these conversations. Customer Service Representatives (CSRs) have always been groomed to have the attitude of “the customer is always right,” but with the logistical issues the pandemic has caused, this became even more difficult.

A large obstacle for CSRs during the pandemic, aside from the transition of working in a store or office, to at home, is a lack of infrastructure (phone connectivity, coworkers to lend a hand, etc.) This increases anxiety on both sides of the call. As customer service reps struggle to resolve the customer’s issues promptly, the customers would only get more anxious. This doesn’t bode well for being in a state of constant ‘uncertainty.’ One company from this HBR survey found that those who had had a difficult interaction had less than a 4% chance of accepting the company’s “save offer,” compared to a 20% probability for customers whose interactions were scored as “easy.”

What can companies do to help customer service reps navigate this new landscape?

1. Update policies to reflect the current reality: This will prevent CSRs from being limited by pre-pandemic policies. An example being advocacy language (“Let’s figure this one out together”).
2. Integrated coaching: Having managers integrate coaching into the daily workday flow, rather than once a week.
3. Company collaboration: Use collaborative work tools like Slack to have a flow of conversations around advice, questions, and thoughtful answers to commonly asked customer questions. This is a great tool for remote workers and promotes an encouraging work environment.

The big takeaway

The customer service industry has been facing unprecedented challenges during the pandemic. Customers are having more emotional and anxious calls, and CSRs are floundering to account for large call volumes and working from home with a rocky infrastructure. There are ways that companies can support their reps and increase productivity and reliability between the customer and the rep. This time is stressful for all, so leading with empathy and support is the best way to prevail.

Resources

Check out these courses OpenSesame offers to support covid-related customer service:

- COVID-19 Customer Service: Deescalating mask-related conflict

- COVID-19 Conflict: Confrontation about safety rules

- Be a HERO in the Covid Era

With courses offered in multiple languages, and available on multiple devices, OpenSesame helps companies like yours develop the world’s most developed and admired global workforces. Check out our free course of the week, and if you have any questions contact us at info@opensesame.com today.

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State-specific COVID-19 training requirements (United States)

OpenSesame Team — Mon, 23 Nov 2020 05:52:57 +0000

COVID-19 safety precautions are a good policy for the health and safety of your organization, and currently, several U.S states require COVID-19 employee training for businesses to reopen or remain open. Most of these specified states outline specific content that must be included in the employee training, and what industries it impacts.

OpenSesame is here to support you every step of the way. Check out these specially curated courses on creating an infection control plan, keeping your workplace safe, and infection safety courses offered in multiple languages to keep your employees safe and compliant with new mandates. To learn more about how OpenSesame can help your organization meet your COVID-19 safety training requirements and keep your employees safe at work, contact us at info@opensesame.com today.

The following states require COVID-19 workplace safety training:

State	COVID-19 training Requirement	Additional Information
California	All employees in California must complete COVID-19 workplace safety training.	California’s Division of Occupational Safety and Health (“Cal/OSHA”).
Connecticut	Specific requirements vary by industry, but all Connecticut employers are required to provide a level of COVID-19 workplace safety training. The training must be provided during working hours at no cost to employees and must be presented in the employees’ language and literacy level.	State of Connecticut’s COVID-29 training resource guide
Illinois	Businesses are to provide COVID-19 training to employees.	Illinois Department of Commerce and Economic Opportunity (DCEO)
Kentucky	Kentucky requires every entity in the state to provide COVID-19 safety training to all employees on how to isolate individuals with suspected or confirmed COVID-19, and how to report possible cases.	The Kentucky Healthy at Work Guidelines provides that each business or organization allowed to reopen in the state meet certain “minimum requirements” before reopening.
Maine	Required per the Maine Department of Economic Development’s COVID-19 Prevention Checklist. These checklists specifically state that in order to reopen, businesses must commit to complying with the requirements of these checklists.	The Checklists require employee safety training in several industries, such as retail, lodging, restaurants, and fitness centers. The mandated training generally must include certain content, including: Hand hygiene Social distancing Monitoring personal health and temperature Personal protective equipment Laundering of face coverings and uniforms Cleaning protocols and how to safely use cleaning supplies
Massachusetts	Massachusetts’ employers must provide employees with COVID-19 workplace training.	The state has issued Mandatory Safety Standards for Workplaces, which instruct all businesses to provide training for employees regarding social distancing and hygiene protocols.
Michigan	Mandatory training for all employees.	Michigan Occupational Safety and Health Administration (MIOSHA) issued Emergency Rules implementing COVID-19 workplace safety requirements for businesses that resume in-person work, including employee training.
Minnesota	Mandatory for all employers.	Minnesota Industry Guidance for Safely Reopening: General Industry Guidance (MN COVID-19 Guidance) states that employers are required to pay for the training, and the training must be provided in a manner and language that each employee can understand.
New Hampshire	New Hampshire employers must provide employees with COVID-19 safe workplace training.	COVID-19 Reopening Guidance
New Mexico	New Mexico mandates COVID-19 safe workplace training for all employees.	According to guidance issued by the state, employers are required to train all employees on daily cleaning and disinfecting protocol, hygiene, and respiratory etiquette (e.g., covering coughs).
New York	New York State requires COVID-19 safe workplace training for all employees.	According to industry-specific guidelines issued by the state, businesses must train all personnel on the new protocols and frequently communicate safety guidelines.
Oregon	Oregon employers must provide COVID-19 safe workplace training to all employees.	The Governor of Oregon recently issued an Executive Order, which provides that businesses must train all employees in safety requirements and expectations at physical worksites. Training must be in the language understood by all employees.
Rhode Island	Rhode Island requires that all employees receive COVID-19 workplace safety training.	The Rhode Island Department of Health issued an Emergency Rule, stating all employees shall be trained to follow the standards and requirements of these regulations and new employees shall be trained as they are hired.”
Vermont	Vermont requires all employers to provide COVID-19 safe workplace training.	Vermont’s Governor Executive Order
Virginia	The Virginia Department of Labor and Industries issued a statement that the Department intends to adopt a Proposed Permanent Standard for Infectious Disease Prevention for COVID-19, within six months, with an effective date no later than January 27, 2021. The language of the Proposed Permanent Standard is based on the Emergency Temporary Standard (ETS), which was adopted on July 15, 2020.	Find the Emergency Temporary Standard Infectious Disease Prevention here. Requires employers to provide all employees with job-specific education and training on preventing transmission of COVID-19, including initial and routine/refresher training.
Washington	Basic workplace hazard education about the coronavirus must be provided to employees in a language they best understand.	Washington State of Labor and Industries – COVID 19

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State of the learning platform market: COVID-19’s impact

OpenSesame Team — Thu, 19 Nov 2020 23:29:17 +0000

This year has been marked by cataclysmic changes to how we work and how we live due to COVID-19 and the ensuing shift to work from home. In October 2020, OpenSesame conducted a state of the learning platform market survey completed by 29 LMS and LXP providers to collect observations and trends in the industry alongside COVID’s presence.

Learning platform providers growing despite COVID-19

While learning platform providers continue to express concern about the impact that the economic slowdown will have on learning and development budgets, they are still seeing growth and project continued growth in Q4. In fact, 65% of providers surveyed have seen year over year growth despite COVID-19 and 62% of platform providers added new customers in 1H. 2020 Customer churn has not been an issue this year for most providers and 72% report a forecast of adding upwards of 10 new customers this quarter.

Adjusted plans for customers and providers alike

Generally speaking, 25 of the learning platform providers shared that they are excited companies are moving to online elearning training programs due to shelter-in-place and that they will be able to experience the many benefits that come with online learning programs. This could have long-reaching ramifications as more organizations make online training their new normal.

With courses offered in multiple languages, and available on multiple devices, OpenSesame helps companies like yours develop the world’s most developed and admired global workforces. For more information on how OpenSesame can save you time and money by curating the right courses for your organization, contact us at info@opensesame.com today.

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