HON Customer Support’s training program is an arduous 7 week course filled with product training, process overviews, and job shadowing. We’ve got brochures, timelines, PowerPoints, and handouts, but you know what the most effective part of our training is? Jeopardy.
Why, you may ask? It’s fun, it’s competitive, and new hires or new members have to think on their feet. Jeopardy puts their knowledge to the test and it paves the way toward delighting our customers. Want to engage your members and increase your training’s effectiveness? Here are a few simple strategies:
- Interaction – The easiest way to combat sleepy stares is to get them involved! Asking questions (and waiting for them to answer) encourages participation and application of material. If you don’t think anyone will answer, direct the question to an individual and take turns with different members. If you’re lecturing, give them exercises or simulations to break up the monotony.
- Gamification – Everyone loves a little competition! Incorporating training into different types of games aids in content mastery and retention. Whether it’s one on one or team against team, gaming adds variety and refreshes the information they’ve learned. Adding rewards and challenges invigorates the learning experience. I challenge you to give it a try.
- Multi-media – Am I banning PowerPoint? No! But, banning 100% PowerPoint? Yes! That’s the purpose of multi-media: use a combination of multiple content forms to conduct effective training. Training shouldn’t fit snuggly in a three ring binder; it should be a dynamic amalgamation of handouts, electronic media, games, demonstrations, and exercises. PowerPoint is an effective tool to disseminate information, but a slide with twenty-seven bullet points and three pictures is not. Make sure to use your tools wisely.
Don’t be in jeopardy of having a less than stellar training program– engage your members through interaction, gamification, and multi-media! Share some tips about your training regimen below.
PART 2
To complete Tuesday’s post, Part 1: The Top Ten Secrets of the Office Furniture World, read on below for 5 more things you should know about this industry:
- Lettered!
While the secret agents of Men In Black choose letters for their identity, we’ve yet to nickname our Customer Support members by the same token (we’ll get back to you on that). For everything else, we stick to the alphabet. ‘L’ workstations typically involve a desk or credenza and a return, thus making the shape look like the letter ‘L’. ‘U’ workstations usually involve three parts: a desk, bridge, and a credenza.
- Quartermaster’s Gift: A Pricer
Though it’s not an exploding pen or microphone lipstick tube, the Pricer has plenty of perks. Whether you need to know how to specify a Ceres task chair or how many people can sit at a 240” Preside conference table (we recommend 18-20), the pricer can answer the majority of your product questions. Here are a couple of handy tips: the seating sections are arranged alphabetically by series name, basyx by HON products are always listed at the end of the section, and Preside’s specifying information lists the majority of our edge profiles all in one place for easy viewing (located on page 632 in your 2015 pricer).
- The BIFMA Identity
While ANSI/BIFMA may sound like something Jason Bourne might reference, it’s actually our industry standard for seating weight ratings. All HON seating products (including chairs, credenza cushions, and pedestal cushions) are rated to the standard 250 lbs. Fortunately, we also go above and beyond – our pricer calls out any series that is rated for more than the standard. For instance, Endorse is rated at 300 lbs, Versant at 350 lbs, the Ignition HIWM8 at 450 lbs, and our new Soothe HHCG50 is rated to 750 lbs! Be sure to check the bullet points at the top of the page for additional series ratings!
- Finish Up!
Think you have the X-Factor to be a phantom in the Twilight? A good way to check your Affinity for the game is by testing your mettle. Dash out to hon.com for an excellent source of fabric and finish information. Give it a Chance! Its easy search capabilities allow access to fabric cards and online swatches, and with our vast Lineup of available fabrics, it will give you Insight into our textiles!
- Our Agents: Customer Support
Even the best spy team can’t hold a candle to our Customer Support team; we believe we have the best in the industry. Through extensive product and customer solutions training, our members know what it means to be HON ready. Whether you have a complex chair question that can be answered by our Technical Product experts or an inquiry on a state contract that our government team can remedy, our specialty teams are here to assist.
Though I’ll keep holding out for The Man Who Knew Too Much (About Office Furniture) remake, make sure to share these secrets!
Want to divulge some of your office furniture secrets? Share below!
Please join me for a virtual tour of HON Customer Solutions! I will take you through four prevalent activities that are practiced here in HON CS.
Support
As we strive to deliver an effortless customer experience as an organization, providing valuable support to our customers in Customer Solutions is our number one focus. Our department encompasses Business Relations Specialists (Regionalized teams), Government Solutions Specialists (Government Solutions Team), Commercial and Government Order Entry, Product Solutions Specialists, Commercial and Government Project Coordinators, Tailored Solutions, Dealer Services Group, and Integrated Design Solutions. Members of all divisions work near to other members of their team to maximize communicative efficiency.
Learn
We value training and continuous learning in Customer Solutions as part of a Rapid Continuous Improvement mentality. Our training room serves not only as a classroom for new members, but for all department members during frequent training sessions on important business updates.
Collaborate
We employ a strong sense of community in Customer Solutions. I believe this to be driven by our support of one another through collaboration. Our department is furnished with several collaborative meeting areas that allow for impromptu meetings to share ideas or touch base; or to simply take a break.
Refuel
Breaks are important for maintaining consistent productivity. Members are able to visit the kitchen steps from their workspace to grab a coffee, soda, or a snack from the vending machine.
When I began my career at HON as a Business Relations Specialist in Customer Support, I was a recent college grad finding my way in the world. Though I knew little about the office furniture industry at the time (what’s an asynchronous control?), I jumped in with both feet. Here are a few of the reasons why I love working in Customer Support at HON:
1. We Live (and Work) in the Midwest
You may know Iowa for its cows, corn, or infamous Fried Butter (thank you Iowa State Fair). But, it is also known for the people who call it home. Iowa, the quintessential Midwestern state, is one of the top ten happiest states according to a recent Gallup poll. So, how does this affect our customer support skills? We’re happy to answer the phone –from right here in Iowa – and answer any questions you may have.
2. We’re Dedicated to Our Members
We understand our most valuable asset is our people. That’s why HON doesn’t have employees – we have members – and each member is vital to our success. HON offers a variety of member development programs, from Leadership Foundations to Presentation Skills training to foster personal growth within the organization. The HON Company is committed to seeing our members succeed!
3. We Have Fun
As my past blogs have alluded, there’s never a dull moment at HON! We definitely know how to work hard and play hard. Whether we’re making Kryptonite Juice for a Superhero Food Day contest or playing a highly competitive game of Friday Bingo, we know how to have fun. Not only does this injection of creativity and friendly competition create a better work environment, but it instills a stronger sense of community in our members (and allows for the occasional good natured jab at whoever wins bingo!)
4. We’re Committed to Our Partners
… And their success. From offering the free services of our ingenious Integrated Design Solutions team or making it a priority to respond to phone calls in less than a minute, we want to make it easy for those who partner with us to sell our product. Being the ‘Best in the Industry’ isn’t just a goal, it’s a commitment we make to anyone who does business with HON.
5. We’re a Team
‘Team’ isn’t just four letters at HON Customer Support – its seventy-six people. Whether we’re doing our Friday Wave (think basketball games) or assisting a fellow member with a rush order, we’ve got each others’ backs. One of the best things about working at HON is that our members genuinely care about each other – and that drives the teamwork that makes our department function like a well-oiled machine.
6. We Work at HON!
Whenever I drive down the highway and see a HON truck, I feel the need to point it out to my fellow passengers (and make known to them exactly what arms, colors, and options are available on that Nucleus chair). It’s a sense of brand pride, and whenever you call in to HON Customer Support we share that experience with you. While I haven’t yet spray painted my car the HON colors, you can be sure that I bleed HON green!
Why do you love HON Customer Support?