AT A GLANCE
There is currently little of no evidence of virtual reality (VR) training available for the Irish hospitality industry, however this training has been implemented in the pharma industry, the insurance industry and more and has been very successful. Equipping customer-facing employees with the right skills to perform with confidence can be difficult in the current environment. Realistic immersive experiences bridge the gap, allowing them to practice for the real world situations they’ll face (Strivr.com, 2021).
CHALLENGES
In 2023, the Restaurant & Hospitality Skillnet identified a critical need to enhance customer management and complaint-handling skills. Insights from focus groups with industry stakeholders highlighted several challenges: Lag in digital adoption: During the COVID-19 pandemic, the hospitality sector lagged in adopting digital solutions and had to adapt quickly. This highlighted the need for the industry to “stay ahead of the AR/VR trend and be prepared for its impact.”
1. Skill Gaps Among Young Employees: Employees aged 16-21 often lacked confidence in basic ‘Irish’ customer service skills, such as approaching customers and handling complaints effectively.
2. Training Challenges: Businesses faced difficulties training new staff, caused by shorter attention spans. This demanded smarter, more engaging training approaches.
3. To address these challenges, the Network proposed the development of virtual reality (VR) training, including 360° video simulations, as an innovative and interactive way to improve customer service skills while boosting engagement in learning and development.
SOLUTION
The Network responded to these challenges by creating VR Resolve, a sector-specific VR training solution designed to enhance employees’ confidence and capability in handling customer complaints. This was developed in collaboration with steering group members, training providers, and member companies. VR Resolve immerses trainees in the role of a waiter in a virtual restaurant environment. Using VR headsets and 360° video technology, trainees experience a realistic scenario where a customer expresses dissatisfaction with the service and food. VR Resolve uses the widely recognised LAST acronym, a four-step method in the hospitality industry for managing customer complaints:
1. Listen
2. Apologise
3. Solve
4. Thank
The waiter applies best practice in dealing with the situation by applying the LAST principles.
This VR scenario is used as part of a trainer led Customer Service training course. Over a half day of training, employees will also learn the following:
- What causes customer complaints
- Customer service best practices in the hospitality industry
- Anticipating the customer’s needs
- The role of empathy when dealing with customers
- Tips for preventing complaints
By leveraging VR technology, the programme sets a new standard for training in the industry, ensuring businesses are prepared for future technological advancements.
IMPLEMENTATION
VR Resolve is delivered on-site for member companies, ensuring accessibility and relevance to specific business needs. More information on the programme can be found here:
https://www.rhskillnet.ie/training/vr-resolve/
