Do you agree that through online product training, a vendor or company can ensure its employees gain product knowledge?

1. Can Online Product Training Increase Customer Satisfaction?
A leading home appliance manufacturer refused to send its representative to demonstrate the working of
a microwave oven purchased by my grandparents. Luckily, their neighbor taught them the basics of
operating the microwave. Lack of training by the company unsettled my grandparents and they began
regretting their big purchase.
What do you make of a company who sells products without offering training on how to use them? There
could be some products which do not require training, but some products, even technology products,
which require training to a certain extent. Lack of attention, training and poor post sales service are sure
shot ways of losing customers, making it a competitor’s gain.
Not all vendors have access to SMEs plus training which require human interaction, thereby increasing
their costs. Training sessions cannot be held every day or customers would have to wait for the next
schedule of the training before making their purchase. Add to that travel expenses of both the customer
and vendor, if the training is scheduled at new venue.
Finding a way out
Web-based training or certification through the vendor’s or company’s website can eliminate the pain of
product training for customers. If the training requires human interaction, an online facilitator can fill the
gap.
Web-based product training offering text and picture is the least-expensive way to train customers on the
products. If need be, product training courses can have the interactivity and simulations coupled with
various delivery formats. Further, vendors or companies can cut travel expenses associated with
traditional offline training such as labor expenses, traveling expenses, etc.
The company or the vendor has to merely load the courseware on its learning management system and
create a login and password for its customers to gain access to the course. Online training means that
customers can learn at their own pace, spend more time on difficult aspects and repeat the lesson until
they have understood it. This flexibility also extends to repeating or redoing various sections that need
more understanding.
Traditional forms of training involve customers travelling to a venue at a certain time, increasing the
expenses of both the customer and vendor. Web-based training makes learning easier, efficient and
inexpensive.
Online product training is cost effective as it is aimed at a large group rather than traditional offline
training for a small group. The product courseware is custom designed for a specific business and can be
repeatedly used by many customers, whereas ILT would need to be repeated and paid on a regular basis
as when the customer demands it.
Do you agree that by providing online product training, a vendor or company can ensure that its
customers or employees can proficiently install, operate and/or supervise the product?
Do share your thoughts on the same.
To read more such articles, visit http://blog.commlabindia.com/
No.30, II Floor, Sarvasukhi Colony, West Marredpally, Secunderabad – 500 026 INDIA
Telephone: 0091–40–27803080 & Fax: 0091–40–27716308
URL: http://www.commlabindia.com Email: info@commlabindia.com