Don't stick your head in the wall.. Get information to reach all parts of your business
Around 11% of the UK population moves home every year. Recently my family made up one household in that statistic. We had been in our old house for over 10 years and managed to accumulate a somewhat surprising amount of clutter! The move itself was relatively simple and stress free and I learnt a few valuable things. Firstly, get the removal company to do the packing: they’re quick, emotionally detached, insured and worth their weight in tea and coffee. Secondly, start the process of moving phone and broadband much earlier than you think possible. We moved to a village with no mobile reception and a creaking old BT exchange offering 1-2Mb download speeds, if we’re lucky.
The saga of getting the broadband actually connected isn’t worth repeating, but the reason for writing about this experience is because our provider, Sky, managed to repeat a litany of customer service howlers that could have been avoided with better training. All too often I was told things like, ‘if only xyz department would tell us this, or do that’ and this led me to ask the operator, ‘how do you pass that message to them then, how do you all learn from that experience?’ This was generally met with stunned silence as we had careered off the script into territory that required a thoughtful, rather than canned, response.
How, indeed, can any firm broadcast its vast stock of knowledge and experience to all corners of the business?
Communicating effectively with your customers is not solely the responsibility of marketing, it is something to which every employee should be accountable. Effective training should therefore offer the opportunity to do more than just get new hires started, it should be like a lifejacket; a faithful friend; a trusted forum; a repository for learning and the place to turn when you need to learn.
Looking at the latest State of the Industry Barometer, we see key marketing trends that companies need to be aware of, and prepare for, in order to make the most of the next upturn. The findings show that focusing on recruitment and training is key. That applies irrespective of the size of your business. Of companies taking part, 44% said that recruiting, training and retention of staff was a key strategic issue for this year. That figure was up by 175% from last year.
Supporting staff has never been more critical and one solution for today’s world is to spread the combined knowledge and accumulated insights of your people to all staff.. Taking the opportunity to support your people with online training on Coracle’s Learning Line platform could just be the ticket to avoiding the problems and frustrations that I experienced moving home.
Coracle offer a range of off-the-shelf courses, as well as courses from partner organisations. We can also develop bespoke courses for your specific needs and we have induction training frameworks available to get you started in just a few days.
Here are some examples of courses on offer:
- Dealing with the Media and Social Media for business
- Introduction to the law on Health and Safety
- Maths for your industry
- Climate Change and Carbon
- Economy and Community
- Ethical Business
- Sustainable Procurement
- Environmental Management
And we’re pretty excited to announce that our range of maritime courses are due to re-launch next month. They’ve been updated to take recent developments in shipping into account, redesigned, and pushed into the Learning Line. We’ll be setting out all the details soon, so watch this space...