#Japan #Tokyo #TMJ #Orix Bank #Gero Talk

Introduction

In a time when aging populations are becoming more prevalent, proper communication with elderly clients is becoming increasingly essential. TMJ, a subsidiary of Secom Group, has developed an innovative training tool called "Gero Talk" to enhance elderly interaction at Orix Bank. As the bank embraces sustainability as a core principle of its operations, its customer service department has integrated this training tool into its curriculum to elevate its interactions with elderly customers.

Background of Implementation

Since 2021, Orix Bank has adopted a management strategy grounded in sustainability, identifying elderly care as a vital issue to address. Recognizing the specific communication needs of older clients, the customer service team has engaged in dedicated training initiatives. They partnered with the Japan Financial Gerontology Institute (JFGI) to deepen their understanding of age-related hearing and cognitive characteristics, holding quarterly video training sessions. However, these conventional training methods presented a challenge; while participants could theoretically comprehend the material, translating that knowledge into effective real-world application proved difficult.

To remedy this, TMJ introduced "Gero Talk," a hands-on training tool designed to help representatives experience the auditory differences faced by the elderly. By engaging with the tool, participants are encouraged to internalize their learnings and apply them confidently in real scenarios.

Why Gero Talk Was Chosen

Gero Talk was developed in collaboration with Otodesigners, aimed at fostering an experiential learning environment. It allows users to record their voice, assess their communication style, and even simulate hearing impairments. This innovative approach enables learners to understand how their words are received by others, fostering an empathetic communication style.

Importantly, Gero Talk meets stringent security requirements crucial for financial institutions, as it is a tablet-based solution that does not require external connectivity. Consequently, this facilitated a swift and smooth training roll-out, ensuring that the program adhered to all necessary compliance standards.

Observable Changes in the Workplace

Feedback gathered through post-training surveys highlighted significant shifts in staff attitudes towards elderly communication. Comments indicated a newfound awareness; participants remarked, "I could finally experience how difficult it can be to hear certain phrases like ‘password’ and ‘passcode’ from an older client’s perspective." This understanding has led to more effective communication practices as team members now prioritize using alternative phrases when faced with potential misunderstandings.

Voices from Orix Bank

Orix Bank's representatives emphasized their commitment to integrating elderly responsive practices into everyday operations. As one of them stated, they envision a future where elderly communication is not viewed as a special training requirement but as an inherent part of customer service quality. They expressed a desire for continued partnership with TMJ for ongoing support and tailored training solutions that suit the specific demands of their work environment.

"Through successive training sessions, our communicators have started to recognize the importance of using alternative phrasing and confirming feedback during conversations," another representative added. The aim is to institutionalize these learnings across the organization to enhance overall service quality.

TMJ's Commitment to Elderly Communication

Since 2011, TMJ has been at the forefront of researching elderly communication, joining forces with academic institutions to better understand gerontological needs in the call center environment. Their findings have informed the development of effective training programs and tools like Gero Talk, demonstrating their commitment to assisting organizations in providing more accessible service to older clients.

As we continue into an era of rapid demographic changes, TMJ is dedicated to promoting effective communication tailored to the specific needs of elderly customers, ensuring that businesses can thrive in a diverse socio-economic landscape.

For more information on Gero Talk, visit their official page here.

About TMJ

Founded in 1992 as a spin-off from Benesse Corporation's in-house call center, TMJ specializes in providing comprehensive call center design, management, and training services to a variety of clients. Now a wholly-owned subsidiary of Secom Co., TMJ leverages its extensive experience to support client businesses towards success.

Note: Gero Talk is a registered trademark of TMJ.