Re: Live AMAA with FRC Director Frank Merrick on 1/5 @ 8:30pm EST on Spotlight!
 

One of the things he said that really caught my attention was that this year they will be stressing to the volunteers that the teams are the customer. To further that goal they will be providing key volunteers customer service training.

Being on both sides of this as both a mentor and a key volunteer I really think this is a GREAT move forward. I know early on in my volunteer career I did not have the best customer service skills. I was lucky in that some more seasoned volunteers took me under their wing and taught me what was and was not acceptable in certain situations, but not everyone has someone like that.

This will be a benefit not only to the teams, as they will in theory be treated with more respect; but also the volunteers and events. Some volunteers don't have any customer service experience and don't yet realize that the way they are conducting themselves is detrimental until they get to an event, and often I have seen that lead to the volunteer not enjoying themselves and not coming back.

Re: Live AMAA with FRC Director Frank Merrick on 1/5 @ 8:30pm EST on Spotlight!
 

100% yes this is huge! Whenever I am Emceeing on the field, I have to put myself in the mindset of 'If I was a student or attendee, what would I want to see and experience'. It's really hard for some people to take a step back (took me a few years) and realize that just because you are a volunteer doesn't mean that there is not any accountability.

I am also very happy to hear that Lead Referee's will receive on-site training to help reduce inconsistency.