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Problems faced in Construction & How can we improve Workplace Safety?

The Construction industry is one of the economy’s most important industries, as it is the foundation of a country. Jobs in the construction industry not only include construction workers but also, flooring installer, surveyor, brick mason, iron worker, crane operator etc.

However countries like Malaysia have to rely on foreign labour as the construction industry is not seen positively by locals and instead, seen as a very challenging one. The low participation rate from locals has now become a challenge in Malaysia’s construction industry.

Here are some common problems in the construction industry of Malaysia, causing negative perceptions and low participation:

1. Poor working conditions and lack of safety in construction sites

Unfortunately, occupational fatalities and deaths occur in Construction industries in all countries. Death, disability & injuries happen, and instances of injury or disability are just as bad as death. There is no way to properly measure how much is lost when a worker dies or faces disability, but even a fine of thousands of Ringgit on the management will never be able to replace what has been lost. 

For many workers, their job is their only livelihood. Once these workers face disability, they are no longer able to work like they used to, meaning they lose their income for life.

2. Lack of proper skilled labour training programs

Many workers in the Construction industry are unskilled laborers. It is reported that more than 90% of foreign laborers in Malaysia appear to be unskilled workers. Having only the basic knowledge about Construction and not actually knowing the different systems that exist, these workers may have a harder time kicking off in their jobs as they are unsure of how to operate certain things. 

For example, the industrialised building system (IBS) which is a system in Malaysia used in Construction, requires a good amount of knowledge from workers to be executed accurately. 

Unskilled laborers lead to low-quality production, low productivity, delays in projects, and high accident rates. These problems can be solved if workers are properly trained, allowing firms to achieve greater heights and success.

3. Salary

Many people find construction unappealing as on top of the poor working conditions, the pay they receive is not comparable to the amount of effort required as well as the risks workers face. There are also many firms who make use of the high foreign labor as an excuse to provide lower pay, as they know that many of these workers are willing to accept the standard that has been set by these firms.

However, by increasing pay, we can actually increase worker satisfaction which potentially leads to higher productivity and eventually, higher profits for the business. One way to increase pay without using up more money is by saving on training resources. (Continue reading for an elaboration)

All these issues can be easily solved with one solution. Take for example the problem of workplace safety and health.

How can we improve workplace safety and health?

Ensure workers have adequate onboarding prior to starting their jobs. WSH training encompasses many aspects. From ensuring safety on-site, safety equipment checklists, safety with machinery etc., must all be covered in the training programme.

Having stacks of binders or conducting months of training to cover all these topics and having them delivered in the preferred language of construction workers may be impractical as there is a variety of language used by them. ArcLab enables firms to easily translate training content with just a click of a button. The SmarTranslate function has helped companies like Woh Hup prepare their training materials in a number of languages without much hassle. 

Here are other things you can achieve with ArcLab

Other things you can achieve with ArcLab include creating effective training. Training content should be made in bite-sizes to increase learner retention and enable training materials to be accessed whenever it is needed. ArcLab modules are easy to understand and are sent through SMS, making it not complicated for your workers to access.

You can also provide necessary checklists using ArcLab modules to remind workers of the proper attire and safety harnesses they should have on them when working on high floors.

Don’t be hesitant to spend on training and development due to budget or lack of resources. 

ArcLab has helped construction companies like Woh Hup create effective training for their workers, and we welcome Malaysian firms to come onboard. That helps you deliver effective training easily.

Read more on how ArcLab is a cost and time saving solution for Mobile Training

Photo by Mikita Yo on Unsplash, Parth Savani on Unsplash 

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Melabur Untuk Perkembangan Perniagaan

Masa hadapan perkembangan & produktiviti

Masa hadapan perkembangan & produktiviti dalam perniagaan sudah mula bertukar dan para perniagaan akan ketinggalan sekiranya tidak mengikuti perkembangan ini. 

Masa hadapan yang sedang dibicarakan disini merujuk kepada pelaburan para perniaga dalam perkara yang tidak ketara seperti latihan pekerja, pengurusan bakat pekerja mahupun penyelidikan pasaran dalam setiap industri. 

Ada peningkatan dalam kesedaran orang atas kepentingan melabur dalam perkara yang tidak ketara dalam bidang kewangan dan juga industri manufaktur, f&b, runcit dan setiap perniagaan yang mempunyai pekerja kolar biru. Tidak seperti dahulu dimana industri-industri akan lebih fokus dalam pembelian peralatan, bangunan dan sebagainya.

Covid-19 menyebabkan lebih perniagaan mengenali kepentingan untuk melabur dalam perkara yang telah disebutkan oleh kerana melabur dalam penggunaan platform digital, kemahiran pekerja dan penyelidikan pasaran adalah faktor-faktor yang telah menolong perniagaan mereka kekal semasa Covid-19.

Sebagai contoh, industri F&B melabur dalam melatih pekerja mereka untuk mempelajari cara mengambil pesanan melalui platform talian semasa pandemik berlaku. 

Mengapakah perniagaan-perniagaan sedang menuju ke arah ini?

Pelaburan dalam perkara tidak ketara telah dibuktikan menolong perniagaan berkembang dan meningkatkan produktiviti perniagaan. Ini membolehkan para perniagaan mencapai kejayaan lebih tinggi daripada para pesaing mereka dan juga dapat meningkatkan pendapatan perniagaan mereka. 

Terdapat banyak faedah melabur dalam latihan pekerja. Ini termasuk mengenal potensi terkunci, memajukan kemahiran pekerja dan meningkatkan pengekalan kakitangan. Setiap kakitangan merupakan tulang belakang perniagaan dan ianya penting untuk memastikan mereka tersedia dengan ilmu dan kemahiran yang diperlukan untuk menjalankan tugas mereka dengan cemerlang. 

Anda Boleh Melabur Sambil Menjimat Masa Dan Duit

Sementara melabur dalam perkara yang tidak ketara itu penting, hadir sesuatu sistem yang membolehkan anda latih pekerja baru dan kakitangan anda sambil menjimatkan kos dan masa. 

Sistem itu adalah ArcLab. 

Sistem ArcLab merupakan solusi yang menjimatkan wang dan ianya boleh mengatasi halangan bahasa yang dihadapi ketika sedang melatih pekerja. Ianya juga memastikan kandungan latihan anda konsisten di setiap cawangan perniagaan anda dan membolehkan sumber manusia, para pelatih dan pasukan L&D jejaki kemajuan pembelajaran kakitangan mereka.

Jadi Siapa Yang Menggunakan ArcLab?

ArcLab menolong perniagaan dalam industri makanan dan minuman, runcit, pembinaan, pertubuhan kebajikan sukarela etc, dan sedang mencari untuk membantu lebih perniagaan dengan pekerja kolar biru, latih pekerja mereka. 

Kami bekerja bersama pengurus sumber manusia (HR), pasukan L&D dan jurulatih untuk sampaikan latihan dengan mudah tanpa memerlukan banyak sumber dan masa. Latihan yang boleh dijalankan pada bila-bila masa, di mana-mana dan dalam apa bahasa jua. 

ArcLab memperkenalkan penggunaan modul pembelajaran Nano yang memecahkan kandungan latihan berat kepada saiz kecil untuk meningkatkan kadar pengekalan maklumat dalam fikiran kakitangan anda. Ini akan menolong kakitangan anda tingkatkan hasil kerja mereka.

Kita menolong para pekerja untuk dilatih dengan cepat dan kita menolong para majikan jimat masa latihan.

Bagaimanakah ArcLab digunakan?

Modul ArcLab boleh diubah suai mengikut keperluan anda dan hadnya adalah imaginasi anda. Pasukan L&D Fei Siong Group, sebuah perniagaan dalam industri makanan dan minuman di Singapura, menggunakan modul ArcLab untuk sampaikan latihan yang tepat pada masanya dan konsisten tanpa mengganggu aliran kerja. Modul ArcLab juga disampaikan dalam bahasa ibunda para pekerja. 

Restoran 4Fingers (Singapura & Malaysia) pula menggunakan ArcLab untuk sediakan manual operasi, SOP digital dan latihan mudal alih yang membolehkan pekerja mengaksesnya pada bila-bila masa dan di mana-mana sahaja. Ini mengurangkan masa yang biasanya digunakan untuk membaca manual latihan yang bertimbun dan mengekalkan konsistensi dalam prosedur operasi standard terutamanya untuk pernigaan seperti 4Fingers yang mempunyai banyak cawangan. 

Hasil Mengguna ArcLab

Fei Siong Group telah mencapai sehingga 50% penjimatan dalam masa latihan. 4Fingers (Singapura & Malaysia) telah berjaya menjimatkan 27 jam dalam latihan bagi setiap pekerja setiap bulan. (Isi borang di bawah untuk membaca lebih lanjut dalam eBook kami)

Penggunaan lain untuk ArcLab termasuk latihan digital dan prosedur operasi standard (SOP) untuk industri pembinaan dan industri yang bekerja dari rumah oleh kerana sekatan Covid-19. Kita bekerja bersama Woh Hup, syarikat pembinaan yang mempunyai pekerja yang berbual dalam bahasa ibunda yang berbeza, untuk menyampaikan latihan dalam bahasa yang selesa buat mereka. 

Latih kakitangan anda tentang bahasa badan untuk perkhidmatan pelanggan, kecemerlangan perkhidmatan pelanggan atau gunakan ArcLab untuk meningkatkan kesihatan mental pekerja.

ArcLab boleh membantu para perniagaan mencapai potensi maksimum mereka dan meningkatkan produktiviti sebanyak 50%, sama seperti Fei Siong Group. Perniagaan dalam industri makanan, pelayan di hotel dan restoran, bar, kafe mahupun hospital negara, semuanya kita sambut dengan tangan terbuka.

Pelajari Lebih Dari E-book Percuma Kami

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Investing In Intangibles For Growth & Productivity

Businesses are investing more in the intangible

The terms ‘Growth’ & ‘Productivity’ are evolving and there is a new future that businesses have to come onboard with in order to remain relevant in the current market. 

The future of growth and productivity we are talking about refers to investing more into the intangibles of every business such as in staff training, talent management or even market research. This is true for companies in all industries. 

Instead of only spending on the tangibles such as equipment, buildings & machinery, there is an increasing awareness on the importance of investing in intangibles. Businesses from the financial sector to manufacturing, f&b and retail companies, are now moving in this direction. 

Covid-19 has amplified this effect further due to the newfound importance of making use of the intangibles to continue the life of the business. Research, moving the business onto digital platforms, upskilling workers to be digital-savvy and even establishing new channels to make your product or service accessible online, are factors that drove sales for businesses during the pandemic. 

An example of investing in these intangibles in the F&B industry is in training staff to take orders using online platforms during the pandemic.

Why are businesses moving in this direction?

Investment in intangibles have proven to drive productivity and growth for businesses, allowing them to perform better than competitors and increase company revenue. (Read more: How employers can support their Lower Wage Workers)

Benefits of investing more in staff training includes unlocking hidden potentials, developing staff skills, increasing staff retention and hence, lowering turnover rates. As staff are the backbone of every business, it is essential that they are equipped with the necessary knowledge and skills to carry out their jobs well. 

Whilst investing in the intangibles is the way to go, there is a system that exists out there that makes it possible for you to train your new hires and existing staff effectively while saving time and costs. 

The system is ArcLab.

ArcLab provides a cost-effective solution that could overcome language barriers, ensure there is standardisation in training content across different business outlets and enables HR managers, L&D teams as well as trainers to track their staff’s learning progress.

So who uses ArcLab?

ArcLab is helping companies in sectors such as F&B, Retail, Construction, Voluntary Welfare Organisations etc., and are looking to help more companies with blue-collar workers train their staff. We work with HR managers, L&D teams and trainers to deliver training easily without needing plenty of resources and time. Training that can be done anytime, anywhere and in any language.

ArcLab introduces the use of nano learning modules which break down chunky training content into bite-sized information to improve the retention rate of the information delivered in your staffs’ mind. This results in an improvement in their job performance and satisfaction levels.

We help employees get up to speed quickly and we help employers save precious training time. 

How else do people use ArcLab?

ArcLab modules are flexible in use and the only limit is your imagination. Fei Siong Group’s L&D team implements ArcLab modules to deliver timely and standardised training with minimal disruptions to their workflow and even crafted in employee’s native languages. 

Meanwhile 4Fingers (Singapore & Malaysia) uses ArcLab for operational manuals, SOPs and mobile training which allows employees to access them anytime and anywhere. This reduces the time that is wasted on going through stacks of training manuals and maintains consistency in standard operating procedures especially for businesses with various outlets. 

As a result, Fei Siong group has achieved up to 50% savings in training time. 4Fingers (Singapore & Malaysia) has managed to save 27hrs in training for each learner each month. (Fill the form below to read more in our eBook)

Other uses for ArcLab include digitalising training and standard operating procedures (SOPs) such as for construction industries and industries who have to work remotely due to the Covid-19 restrictions. We work with companies like Woh Hup, a construction company with workers who speak in different languages, to deliver training to foreign workers in their native language.

Train your staff on body language for customer service, customer service excellence or even use ArcLab to improve employee mental health. 

ArcLab can help businesses achieve their maximum potential and increase productivity by 50% just like Fei Siong Group. Businesses such as your favourite food establishments, Swensen’s, Astons, Koufu, BreadTalk Group and more can achieve greater heights with a trained workforce.

Learn More In Our Free E-book

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Bahasa Tubuh Untuk Perkhidmatan Pelanggan

Tahukah anda 93% komunikasi bukan verbal?

Ini bermaksud kita boleh berkomunikasi tanpa mengata satu perkataan. Bagi pekerja yang berperanan menghadap pelanggan, komunikasi positif yang bukan verbal boleh menyebabkan pelanggan mengalu-alukan perniagaan kita dan akan mahu membeli daripada perniagaan kita. 

Apakah itu bahasa tubuh?

Bahasa tubuh merujuk kepada pergerakkan, isyarat dan adab seseorang ketika berkomunikasi dengan orang lain. Ini semua menunjukkan bagaimana perasaan seseorang dan selalunya dibuat tanpa disedari. 

Body Language

Para peminat drama jenayah US mungkin akan kenal siri “Lie To Me”, dimana karakter Tim Roth membantu agensi penguatkuasa undang-undang dalam siasatan mereka, dengan mengaplikasikan kemahirannya dalam mempelajari “micro-expressions” dan bahasa tubuh seseorang. 

Kadang kala, apa yang kita ingin katakan mungkin lain daripada apa yang kita lakukan oleh kerana kita menggunakan bahasa tubuh untuk berkomunikasi tanpa sedari. 

Justeru, mengapakah perlu kita ambil kisah tentang bahasa tubuh walaupun perniagaan kita mungkin bukan dalam sektor penguatkuasa undang-undang ataupun psikologi? 

Bahasa tubuh dan Perkhidmatan Pelanggan Cemerlang

Salah satu faktor perniagaan berjaya adalah produk yang menyelesaikan masalah pelanggan tetapi cara pekerja anda berkomunikasi bersama pelanggan memegang kunci pada penjualan dan menawar hati pelanggan. 

Bahasa tubuh yang positif menolong tenaga kerja anda berkomunikasi dengan lebih baik bersama pelanggan dan boleh mempengaruhi reaksi pelanggan yang lebih berimpak terhadap perniagaan anda. Oleh itu, pekerja-pekerja patut memberi lebih perhatian terhadap bahasa tubuh mereka ketika sedang berhadapan dengan pelanggan

Tidak kira sama ada perniagaan anda merupakan perniagaan “brick-and-mortar” atau seperti yang semakin meningkat, perniagaan online. Ini kerana bahasa tubuh boleh disampaikan melalui telefon dan juga chat atas talian. Apabila pekerja perkhidmatan pelanggan anda rasa tertekan, mereka boleh tercakap ataupun teks sesuatu yang berbeza daripada ketika mereka sedang tenang. Bahasa tubuh boleh menyebabkan pekerja anda menggunakan kata-kata yang tidak diingini yang pelanggan boleh salah faham ketika mendengarnya. 

Dengan demikian, semua pekerja anda yang sering menghadapi pelanggan harus menyampaikan bahasa tubuh yang positif ketika sedang berinteraksi bersama para pelanggan dan dengan yang berminat dalam perniagaan anda!

Apakah contoh-contoh bahasa tubuh positif yang pekerja anda patut pamerkan ketika sedang menghadapi pelanggan?

Tiga contoh tersebut adalah:

1. Kontak mata

Para pekerja patut berkontak mata sebelum berbual bersama pelanggan. Ini menunjukkan pelanggan bahawa pekerja masih sedang mendengar dan bersedia untuk berkhidmat. Namun, pekerja harus berjaga-jaga supaya tidak terlebih melihat kerana memegang kontak mata dengan terlalu lama boleh menyebabkan pelanggan rasa tidak selesa. 

Satu nasihat adalah untuk memegang kontak mata hanya untuk separuh masa ketika sedang berbual dan 70% masa ketika sedang mendengar. Dengan ini, pelanggan akan rasa hargai oleh pekerja anda serta lebih berkemungkinan untuk membeli daripada penjualan anda. 

2. Diri dengan posisi yang terbuka

Posisi yang terbuka menunjukkan kemesraan dan sambutan yang baik oleh pekerja. Bandingkan dengan pekerja yang bersilang tangan, pelanggan akan rasa tidak dialu-alukan oleh pekerja anda kerana posisinya yang tertutup dan defensif. 

Pekerja yang berdiri dengan posisi yang terbuka membuat pelanggan rasa sambutan yang mesra dan juga membuatnya lebih senang untuk memegang kontak mata.

3. Senyum 😊

Senyuman adalah sesuatu kecil yang boleh meninggalkan kesan yang sangat positif atas orang lain. Ia menyebabkan seseorang kelihatan lebih senang untuk didekati dan pelanggan akan tidak teragak-agak untuk mendekati pekerja anda. Para pelanggan akan rasa tercenderung untuk membeli dari pekerja yang sering senyum dan mesra daripada yang tidak berminat dan kelihatan tidak mesra.

Apakah contoh bahasa tubuh positif lain yang anda boleh fikirkan?

Body Language in Customer Setvice

Bagaimana untuk melatih bahasa tubuh untuk mencapai perkhidmatan pelanggan yang cemerlang?

Bahasa tubuh positif boleh diajarkan kepada pekerja-pekerja anda.

  • Pertama sekali, pekerja patut mengenali contoh-contoh bahasa tubuh yang berlainan. Mereka harus mengenali bahasa tubuh yang positif yang patut mereka guna dan juga yang negatif yang harus dielak. 

    Tunjukkan gambar-gambar atau video contoh setiap bahasa tubuh, supaya pekerja anda pasti akan apa yang mereka patut lakukan dan yang mereka patut elak. 

  • Kedua, aturkan sesi ‘role-play’ bersama pekerja-pekerja anda untuk melatih bahasa tubuh yang baru dipelajari mereka kerana latihan yang selalu di praktis akan menyempurnakan bahasa tubuh positif pekerja anda.
  • Ketiga, sediakan prosedur operasi standard (SOP) yang lengkap dengan informasi tentang apa yang patut ataupun tidak patut dilakukan pada bahasa tubuh supaya pekerja anda boleh lihat informasi itu pada bila-bila masa, ulas kembali dan latih bersama pekerja lain pada waktu yang sesuai bagi mereka, di mana-mana jua. 

    Contoh bahasa tubuh dan prosedur operasi standard (SOP) sudah tersedia dan boleh dijumpai di ArcLab Discover.

Bahasa tubuh yang positif adalah aspek penting dalam komunikasi dan ketika sedang berinteraksi bersama pelanggan. 

Tenaga kerja dan pekerja perkhidmatan pelanggan yang dilatih dengan baik boleh menolong perniagaan anda membina perhubungan yang mesra bersama pelanggan dan menolong meningkatkan prestasi perniagaan anda, sama ada dalam perniagaan runcit, penjualan makanan & minuman, pertubuhan kebajikan sukarela ataupun pembinaan

Untuk mula penggunaan Latihan Bahasa Tubuh ArcLab dengan percuma untuk pekerja anda, klik disini:

Teruskan Berhubung Dengan ArcLab

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Cara Untuk Melatih Pekerja F&B, Runcit & Hospitaliti Dengan Cepat

Pembukaan Pusat Pemeriksaan Woodlands Dan Tuas

Sebelum pengisytiharan sekatan Covid-19 terhadap pergerakan sempadan antara Singapura dan Malaysia, anggaran 415,000 orang dikatakan melintasi pusat pemeriksaan Woodlands dan Tuas dalam sehari. 

Pada 1 April 2022, sempadan Malaysia-Singapura telah dibuka semula sebagai kelonggaran dalam sekatan yang telah ditetapkan sebelum ini. Sekitar 33,700 orang dikatakan telah melepasi pusat pemeriksaan Woodlands dan Tuas dengan menaiki bas, kereta dan motosikal hingga 5 petang pada hari pertama sempadan dibuka sepenuhnya.

Keputusan ini merupakan pengakhiran dalam penantian lama untuk bersatu sama keluarga dan rakan-rakan tercinta yang menetap di negara seberang. Sementary kebenaran untuk ke luar negara adalah kelegaan setelah hampir 2 tahun tidak dibenarkan melancong ke Singapura atau Malaysia tanpa ujian ataupun kuarantin. 

Pembukaan Membawa Harapan Bagi Memulihkan Ekonomi

Keputusan ini juga merupakan harapan bagi kedua belah negara untuk memulihkan ekonomi. Pada hari pertama pusat pemeriksaan Woodlands dan Tuas dibuka, Johor Bahru menyaksikan lonjakan sehingga 40 peratus dalam penjualan makanan dan minuman mahupun runcit.

Para penjual makanan, khidmat cuci kenderaan dan runcit akan dapat menyaksikan lebih kemajuan dalam penjualan mereka dalam minggu-minggu yang akan datang memandangkan ramai lagi yang masih belum menyeberang sempadan dan juga bulan Ramadhan yang telah tiba yang akan menyebabkan ramai untuk mahu membeli-belah bersama keluarga. 

Inilah masanya dimana kesemua perniagaan makanan dan minuman, runcit dan industri hospitaliti sedang bergesa untuk sediakan perniagaan mereka bagi kedatangan pengunjung yang mahu membeli-belah, makan bersama keluarga dan rakan-rakan serta memerlukan tempat berehat di hotel dan resort.

Ada banyak informasi penting yang harus disampaikan kepada pekerja-pekerja seperti prosedur operasi standard (SOP), prosedur bagi memastikan keselamatan dan kebersihan dan juga latih tentang perkhidmatan pelanggan.

Bagaimanakah Industri Makanan & Minuman, Runcit & Hospitaliti Boleh Melatih Pekerja-Pekerja Mereka Dengan Cepat?

  1. Siapkan informasi-informasi penting yang perlu diajar sebelum onboarding dijalankan supaya tidak ada maklumat yang tertinggal dan semua pekerja mendapat latihan yang sama. Ini memastikan pekerja tidak salah faham akan arahan yang telah diberikan dan akan dapat menjalankan tugas mereka dengan tepat. 
  2. Kumpulkan informasi tersebut dalam satu platform supaya informasi penting dapat diakses pada bila-bila masa, di mana jua. Ini akan menolong latihan pekerja dan onboarding menjadi lebih cepat dan menolong para pekerja mengekalkan informasi dalam minda.
  3. Pastikan pekerja anda memahami apa yang telah diajar semasa latihan mereka. Sekiranya ada pekerja yang masih kurang faham, mereka boleh dilatih untuk masa yang lebih panjang ataupun ia menjadi sesuatu yang menunjukkan bahawa program latihan kita masih boleh diperbaiki. 

Sampaikan latihan anda dengan cepat dan juga dalam bahasa yang pekerja anda guna supaya latihan anda lebih mudah difahami. Ketahui tahap kefahaman pekerja anda dengan menjalani kuiz dan jejaki tahap kemajuan pekerja menggunakan ArcLab Learner Analytics. 

Anda boleh melatih pekerja anda dengan cepat dengan menggunakan ArcLab. Bacalah lebih tentang 4fingers Malaysia dan bagaimana mereka dapat mempercepatkan program latihan mereka atau cuba sendiri di sini.

Ketahui Bagaimana Anda Boleh Jimat Masa Latihan Seperti 4fingers Malaysia

Gambar dari TodayOnline & Lisanto 李奕良 (Unsplash)

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How to train staff to achieve customer service excellence?

What affects customer service?

 

Regardless of the industry that you are serving, be it in the F&B, retail or hospitality industry, the most important people we are dealing with are our customers. Delivering excellent customer service becomes one of our big goals, and training our workforce automatically becomes a priority.

The excellent delivery of service is what will help you transform your customers into returning ones and establish customer loyalty. 

So what are the factors that affect customer service and how can we work to ensure our staff delivers? 

There are a few factors we can consider and we can start by looking at the interactions exchanged between our staff and our customers. In summary, they are:

  • Body language / Non-verbal communication
  • Verbal communication
  • Attitude

Body Language

 

Non verbal communications are an important factor in customer service as body language can reveal plenty of information about a person and thus, body language does affect customer service. In an organisation, we want our staff to portray positive body language which communicates our organisation’s interest in caring for customers and readiness to serve which makes customers feel more welcomed. This is why training our staff on body language for customer service is important.

Verbal Communication

 

Verbal communication is another aspect to look at. Our staff’s choice of words can depict our staff’s friendliness and showcase the value we have for our customers. Our staff are essentially the representation of our company and the short few minutes where they interacts with customers can either build rapport and form positive associations in our customers’ minds or tarnish the brand’s reputation.

Positive Attitude

 

Not to forget, our staff’s very own attitude can affect customer retention. Building a positive attitude at work is a crucial point to consider. People we meet and interact with, who are pleasant and treats us with respect, are those who we form positive connections with. Hence, positive attitude is key in customer service and organisations should take the necessary steps to ensure staff develops a positive attitude and learns the art of dealing with various types of customers. 

Conducting training for body language, verbal communication and building a positive attitude can be done much more quickly than thought. 

By using ArcLab’s mobile learning software, which helps to deliver comprehensive and effective training for the Deskless Workforce through compiling training content into one online module making it accessible wherever and whenever required, you will be able to train and set expectations for your staff quickly.

Here is an example of how it can be done:

How can we work to ensure our staff delivers?

  1. Establish a system where good or excellent customer service performance is recognised and rewarded. Positive reinforcements help to drive employee motivation, resulting in higher productivity and performance quality. 
  2. Actively take in feedback and learn from workers. This helps our staff feel heard and valued by the company which improves employee satisfaction leading to better job performance as staff becomes genuine in executing their job. At the same time, you get to identify gaps and improve organisation processes where needed.
  3. Support their learning and training. Most fast-paced industries such as F&B, hospitality and retail have a constant need for manpower but lack time and resources to train their employees properly. Training programmes become insufficient or ineffective due to the speed at which the training programmes are being conducted. Workers who require more support and time in their training do not get the help they require and as such, job performance quality declines. Therefore, establishing the right support for staff is necessary. 
    (Read also: 3 ways employers can support their lower wage workers)

Here is where ArcLab supports you in training and staff’s learning & development. Nano learning platforms and tools are effective in helping employees retain information and quickly pick up new training content. You are able to conduct training online, ensure your workers understand the training programme thoroughly and even keep track of their performance. ArcLab modules are comprehensive, allowing information on their job roles to be accessed whenever the staff requires. 

Companies like Fei Siong Group have achieved 50% time savings and close to 50% increase in productivity gains after implementing training with ArcLab modules. 

Save your time and resources, train your staff for customer service and build a productive workforce easily!

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How to train your staff effectively

How to train your staff effectively? Featuring Fei Siong Group’s 50% time savings

Staff development is a crucial aspect in ensuring continual growth for the company. Without opportunities for growth or continual skills upgrading through training, we are building employee frustration resulting in lower employee retention. Staff who leave the company need to be replaced and retrained, essentially stunting the advancement of our business.

Why should we emphasise on staff development?

Staff development is crucial to equip our staff with the skills they need to produce more effectively for our business. It creates a positive environment with a learning culture where companies help their workers, regardless of age, level up their skill sets. It also helps our workers adapt to the ever changing business environment brought about by digitalisation and automation. 

Changing business needs means companies must quickly and efficiently communicate such changes to your staff, and upskill them to adapt quickly to these changes. By providing the support your staff require, companies can build employee satisfaction in the long run resulting in higher satisfaction levels, productivity and lower staff attrition.

Things change more quickly in customer-facing businesses. Staff need to provide fast service when dealing with customers and also in learning and picking up new skills. Hence, there is a need for fast and easy training. 

However, businesses with Deskless Workers may find it harder to achieve this. The business not only has to figure out how they can deliver training quickly and effectively but must also consider the different learning needs of each worker, their work environments, and the large number of workers that they need to train, often in multiple locations.

What do different learning needs refer to?

Different learning needs of Frontline Workers may include their:

  • Educational background
  • Their age
  • Their most comfortable spoken language, which may not be English
  • Accessibility to training materials
  • Information processing speed and more

All these affect training as now training has to be altered to cater to these needs. For example, for our workers who do not speak English, we have to ensure that we have trainers who speak the same language as our workers and that the training material is in the staff’s proficient language. 

Another example is that some of our workers may not be as quick in learning as others perhaps due to age or other factors and may require more time to pick up new information and skill. This suggests training material must be crafted in an easily-understandable format, such as using pictures and videos. 

Many other issues add on to the time consuming process of training for industries with blue collar workers, such as the current method of training which is by conducting in-person training and the manual tracking of training progress.

What can your business do to better support our Deskless Workers?

You might be asking yourself this question; Is there a one-stop solution to train your workers more effectively whilst overcoming the limitations your company faces and meeting your workers’ learning needs?

Yes, there is. 

ArcLab is an SaaS platform that we built to meet the different learning needs of Deskless Workers. With ArcLab, you can deliver fast and easy training that is suitable for workers of all ages, in multiple languages and does not even require your workers to download any apps. ArcLab solves your problems when it comes to training your Frontline Workers. With ArcLab, you can deliver effective training and drive your business for productivity and profitability at the same time, through a skilled and competent workforce.

Let us look at Fei Siong Group's training experience

Fei Siong Group is one of Singapore’s casual and quick service restaurant company with 19 famous brands such as Encik Tan, Malaysia Boleh and more. With over 150 outlets, Fei Siong Group workers consist of the young and old, English speaking to dialect speaking workers and yet they manage to run consistent and non time consuming training for every new hire. Since adapting their training plans into ArcLab’s Nano learning modules, Fei Siong Group has achieved 50% time savings and close to 50% increase in productivity with a decrease of 23% in trainers manual workload.

Scan or click here to see ArcLab in action

What does this mean for your business?

Training your workers using ArcLab is fast, easy and less taxing on their trainers and learners. 

With the use of the ArcLab mobile learning software, employee learning experience also becomes more positive as every staff has access to the latest training materials all on their phones and this becomes an initiative to help workers adapt to digital means. Overall, every staff is being provided with better support and an increase in employee engagement. 

It doesn’t end here. Following training, you are able to assess employee performance through assessing the learner analytics function to look out for employees who may require more help in their training. This enables your L & D team to focus on providing quality training content instead of spending time on training preparation. With this, you can now support your Deskless Workforce through better and effective training, effectively increasing your business productivity and profitability at the same time.

#ArcLabFastandEasy

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Deskless Workforce – Investing in our vital workers for higher productivity

The Deskless Workforce - who are they and why are they important?

As the name suggests, the Deskless Workforce is made up of workers who do not have a designated working space.

Instead, they are constantly on their feet, and do not have the luxury to work from home even during the pandemic.

Deskless Workers come from all sectors such as retail, food and beverage services, hospitality, healthcare, manufacturing, construction industries and more. We may sometimes refer to them as Blue-Collar Workers, Frontline Workers or rank-and-file workers.

Deskless Workers are the vital people who keep our economy running every single day. 

We meet countless Deskless Workers every day in our daily activities – such as eating at a coffee shop, going to a mall to shop. Even when you are home, ordering online delivery, you are interacting with a Deskless Worker. 

With the increasing number of technology innovations and the ever-changing business landscape, we meet even more Deskless Workers than we used to in the past. 

Believe it or not, Deskless Workers make up 80% of the global workforce

However, only about 1% of businesses’ spending on software goes to these important workers in their companies. 

This needs to change as devoting more resources and better training for the Deskless Workforce lead to higher productivity for businesses who employ them.

How can we boost employee performance and increase productivity?

To boost employee performance and increase productivity for companies, it is a MUST for companies to shift our working mindset to investing more in your Deskless Workforce. 

In the past, onboarding, training and upskilling of workers had to be done face to face. For companies who constantly get new hires, this would mean repeated onboarding briefings for new hires who join at different times, which exhausts our trainers. 

Training may also be restricted due to language barriers, as not all our Deskless Workers are English speakers. In all, the onboarding, training and upskilling process is traditionally time-consuming, tiring for all, and to which the efficacy is often uncertain.

Today, there is a better way. 

We are seeing an increasing number of adopters of platforms which can help businesses onboard, train, understand and support our Deskless Workforce. ArcLab is one of these SaaS platforms, which we built to be a fuss-free way for businesses to train and communicate with our workforce – Anytime, Anywhere, in Any Language.

How is ArcLab different from other providers? 

Most fundamentally, ArcLab was built from the ground up FOR the Deskless Workforce, rather than adapting an existing solution that was built for office workers.

1. ArcLab does not require managers to install any software, nor require workers to download an app. 

2. ArcLab training modules can be easily created and distributed via secure authenticated hyperlinks via email or SMS (most Deskless Workers do not have email – which impedes traditional platforms).

3. ArcLab training modules can be easily built in multiple languages using ArcLab SmartTranslate, catered for our workforce who may not be proficient in English.

What should businesses do to better support our workforces?

Businesses should strongly consider moving training programmes to digital and mobile platforms, where it is more flexible and accessible for our learners. Platforms like ArcLab come with many benefits such as enabling bite-sized learning, which has proven to be well received by learners as training, done in small bites, helps knowledge to be retained faster and longer.

With more widespread adoption of COVID-19 vaccines globally, governments all around the world are slowly opening borders, which will help our domestic businesses, affected by the COVID-19, a chance at recovery. 

Businesses polled by Singapore Department of Statistics have higher expectations for an increased revenue for months October to December 2021 as compared to the previous 3 months of July to September 2021 as more people start looking forward to living with the new normal.

With the upcoming festive periods, the rate of employment is also expected to increase in service sectors such as the retail trade and food & beverage industries as well as the accommodation industry. Hoteliers expect to hire more workers to support the increased demand with VTLs (Vaccination-Travel-Lanes) to more countries and the year-end school holidays.

To capture opportunities from the reopening, it is important for businesses start upskilling their workers NOW. 

Now that we know the deskless workers are one of the most important (yet underserved) segments of our workforce, the questions we should consider are: 

How can we provide the necessary and sufficient support they need? 

How can we train these workers without having to halt or slow our business down? 

How can we effectively train every new hire that comes onboard?

Get the answers to these questions & more with our free e-book