Have training apps had their day?
I think they probably have.
We’re ‘apped out’.
Of course, apps still have an important place for things like health & safety, risk assessments, food safety regulations and HR compliance. But beyond that, if you want your team to genuinely go above and beyond when looking after customers, especially in customer-facing roles, then the training needs to be human too.
When I started Silent Customer back in 2008, the original idea was to use feedback from mystery guests and feed those insights directly into training and development programmes. But the financial crash happened and businesses, understandably started looking for cheaper ways to do everything. Training apps became the replacement for traditional classroom-based training and face-to-face development.
Now, though, it feels like things are shifting back the other way.
Companies are returning to mystery guest programmes, taking cheaper online review insights with a pinch of salt and realising they need to invest in genuinely engaging their teams again, human to human.
Customers can barely afford to eat out these days – never mind giving their money to miserable team members serving mediocre food.
If you need help, get in touch.
Janet.
