<strong>The Importance of Customer Training</strong>

The Importance of Customer Training

January 16, 2017
The Importance of Customer Training | Electronic Contracting Company

By Jeremy Skeels

Customer training before, during, and after a project is critical to how a client views your company and their overall impression of your system. Rapid advancements in technology combined with changing expectations drive the need for this knowledge transfer. As systems become more complex and sophisticated with countless options and features, this training is more important than ever. Just because a technician knows how the system works inside and out doesn’t mean this will be the case for the end user. Even if the customer knows the system’s basic functionality and has no issues, are they actually getting the most out of their system while having a positive experience throughout the process? Research has shown time and time again that people remember negative experiences more strongly than positive ones, and those bad experiences are far more difficult to turn around once they’ve taken place. Even if the end user is not tech savvy, the training instructions should be delivered in the most intuitive and simplified way in order to achieve an end result that leaves the client with a positive experience.

The term “training” could encompass a variety of approaches and can be aimed at multiple target audiences. It could be a system overview given to a large group that may be video recorded for future reference, down to showing one specific action performed by only a few individuals. Training can be geared towards end users that have different roles and responsibilities. For instance, there would be a huge difference between a system overview given to a nursing staff compared to maintenance personnel. Typically, the best strategy is to give a basic system overview, and then let the customer use the system until they’re familiar with the basics. Next, conduct a follow-up session that goes into more detail, and at that point questions can be brought up and answered. Another training technique is training the trainer, where a technician trains a particular customer to the extent that they’re very familiar with the product, then they can train the rest of their employees well into the future.

Most projects will also include a set of O&M (Operation and Maintenance) manuals, which will have thorough information on the devices in the system. If a particular option or specification needs to be looked up, these manuals are a great resource. Another crucial piece of information is a set of prints of the system. They can have a floor plan layout with device and wire locations, which really help to get an overall view of the system. The prints can also have a one line diagram that shows all the interconnection of the devices and any other important details.

Customer training plays an integral part in the relationship you have with a client. A system can only be used to its full advantage if the end user knows how to properly use it. A positive customer training experience is what could separate you from your competitor, and that can go a long way in the future of your business.