ARMS (Audio Recording Monitoring System) is primarily an uplifting skills development and managing tool to help staff get better at their jobs and improve customer service. This program and device should not be used to police or reprimand employees, but to rather check on their progress and self-development, and promote positive outcomes. This system empowers staff to adapt their approach and techniques according to the person they are dealing with irrespective any personality styles.
Let the ARMS benefit your business by improving your staff interaction with the customers.
The concept has been developed in two main categories
- (ARMS) Audio Recording Monitoring System
The unique Training sessions, including role play with everyone, is designed to teach staff and management how to identify other people’s styles and treat them, as they wish to be treated.
The process will be executed as follows:
Training sessions with staff and management on how the system works. This is where staff understands the purpose of good customer Service and how to get better at it. They will indicate their buy-in as this is crucial to the positive outcomes desired.
The next step is to either establish company protocols based on individual organizations requirements i.e. Greetings, approach, confidence, voice tone, body language etc. and how to deal with difficulties during their interactions with customers and staff, or establish new protocols. Our training teams will assist with this if required.
The unit is a recording device ARMS (Audio recording and monitoring system), worn on the body with an omnidirectional microphone which records the conversations between the staff member and the customer based on the agreed protocols.
It is strongly recommended that each staff member dealing with customers use the ARMS monthly or at least once every second month for a minimum of 2 hours per month per employee, while following the steps as set out in the training modules.
The input gets uploaded via the cloud to a control center that analyses the recordings against the protocols and provides a scorecard with comments to both the employer and employee with a percentage out of 100. This enables the employees and management to rectify areas of low scores and improve upon them.
The incentive for maintaining high scores should be implemented on a group basis, encouraging all staff to behave in the same positive manner and them helping one another.
The specially designed point’s analysis report will give staff member’s feedback on their progress, will maintain standards by reinforcing the objectives of your business and will motivate through creating a platform for incentives and positive affirmation of behavior patterns.
To demonstrate an improvement in the quality of service and to avoid making the same mistakes over and over again it is essential that comments in the point’s analysis report are read thoroughly every month. It is imperative that all staff members using the ARMS must get a point’s analysis report.
The costing model consists of an initial once of payment of R1500.00 per ARMS unit for registration, cloud & setup fee and a monthly rental fee of R125 thereafter.
Training will be conducted for staff members in groups of approximately 1 to 5 people per hour, excluding travel and accommodation and depending on the training venue. We will indicate how many hours will be required and agree on it before inception.
A monthly management fee per staff member will be applicable for monitoring and reports.
Individual onsite training & ARMS unit costs:
Recommended group sizes of 1-5 People to allow enough time for individual role play in each group
Each hour consist of Modules 1-6 and short individual role play sessions
- Training 60 min (once off): R1500.00
- 1 x ARMS unit: Property of ARMS (Pty) Ltd
- R1 500.00 (once off) Registration, Cloud & setup fee & 1 x adjustable Armband pouch
- Monthly rental R125 per ARMS unit. 1 x ARMS unit is recommended for approximately 10 staff members.
- ARMS monthly monitoring/report cost:
- Single recording R120 p/p per month
- Double recording R200 p/p per month
- Minimum fee of R500 per active account
Please note that if your monthly monitoring/report cost exceeds R500 this minimum fee will not be applicable. All accounts will be deemed active unless we receive written notice/cancellation before the start of the active month.
Training consists of 6 Modules
Who are our Customers?
Creating legendary customer retention is still the greatest challenge facing the South African Retail Industry. We teach you how
“I know you think you understand what you thought I said, but I’m not sure you realize that what you heard, is not what I meant”
Customer Service – Self Confidence
Self Confidence is the difference between feeling unstoppable and feeling scared out of your wits. Your perception of yourself has an enormous impact on how others perceive you. Perception is reality – the more self-confidence you have, the more likely it is you’ll succeed.
Customer Care – 7 Emotional Needs
If we had to simplify the whole concept of Customer Care, it can be covered in one sentence;
“Ask your customers what they want, and then give it to them”.
Our attitudes will lead to the behaviour that we should exhibit in our interaction with customers.
Various behaviours have advantages and disadvantages with customers.
Customer Service – Personality Types
It is important when communicating with individuals that we understand and identify the behavioural style of each person.This allows us to treat them as they wish to be treated.