Article | January 10, 2018

Using Video Peer Learning To Train Field Service Professionals

Source: ServicePower

By Kimberly Heuser, ServicePower

Field SErvice Workers

Does your business have a lot of employees who work out in the field? Many companies do, because there are so many jobs that can only be done right in person. These hard working consultants, inspectors, in-home tutors, rotating managers, installation specialists, construction teams, and repairmen (to name only a few) go out every day to remote work sites, properties, or customer homes to do things that can't be done over the phone or even with video chat.

Because each of your field agents needs to be both independently capable and very well trained, often training occurs with a mentor program, one of the earliest forms of peer learning. During this process, the new agent goes out with an experienced mentor and essentially watches them do the job while getting interspersed advice on how to handle situations that vary from those they see during training. This is a great system, but it could be better!

A Convenient Method for Busy Mentors

Your field agents are busy. They need to be on their toes and ready to handle any kind of situation that comes up, often without the option to call in a manager for immediate assistance. This also means that they cannot always be available to help a recent mentee with a problem they're not sure how to handle. With recorded video lessons, your experienced field agents can put together a few words of advice each evening at the end of their work day, without having to take time away from their important field tasks. These valuable training videos can be sent to new agents, who can then reference them when they need a little extra advice without having to call for backup.