Training the Texting Generation
Recently I was watching the evening news and was surprised to hear some statistics on cell phone texting.
The average adult sends just 10 text messages per day, but teenagers aged 14-17 send about 3,000 per month. One sixteen-year-old sent about 4,000 per month.
Child Psychologist David Swanson says, “The problem here is they’re missing the verbal training we need later in life, such as a job interview, talking with a friend and consoling friends.”
So, we have a problem…our entire pool of entry-level employees for the next 5 years can’t communicate verbally. And you think customer service is bad now? Just wait. Yet another burden on our companies…that is, teaching entry-level employees how to communicate.
The technologist says that’s easy. Simply put a Teleprompter in front of them and have them read from the screen.
Have you ever talked to someone that’s doing that? Here’s one that I ran into the other day, “Hello, I would be most happy to make your service call a satisfying experience, may I initiate a trouble ticket on your behalf?”
Hey, can I explain my problem before you start reading your screen? Teleprompters do not work.
We need real plans for training our entry-level employees with real education. It will take time, energy and money.
Best prepare now, there’s an entire generation waiting for you.
For information about Customer Service training, visit www.BridgeFront.com. Or contact us directly by sending an email to info@bridgefront.com or call 866-447-2211.
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