Best Practices for Product Support Training beyond customer facing training
Hi folks, wondering if anyone has any best practices to share regarding internal training and support on products and 3rd party vendors.
How much time do you allocate to your support reps beyond customer facing training?
Thanks!
Replies to This Discussion
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Permalink Reply by Francoise Tourniaire on -
It all depends on the complexity of the product set being supported, but I see high-complexity support engineers getting 2 or 3 weeks of training per year, some of which may be customer-facing. These days "training" encompasses both self-paced and instructor-led and much of the non-customer facing variety may be self-led.
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Permalink Reply by Nicole Schwarz on -
Thank you!
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Permalink Reply by Christoph Goldenstern on -
Nicole -
at the highest level I would look at 3 level of training needs:
- technical
- troubleshooting
- people/management/coaching skills
What do you perceive to be your training needs given your product portofolio and service channels?
Whatever you do, make sure you measure the success of training by tying it to your service KPIs.
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