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Posted by Asma Zaineb, Manager Marketing Communications

Wed, Feb 03, 2010 @ 06:46 AM

Comments

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?

Thanks for reading my blog. Do share your thoughts on the same.

Related posts:

1. Customer Acquisition and Retention Through E-Learning
2. Steps to Retain Existing Customers!
3. Tips for Building Strong & Lasting Customer Relationships

Tags: Customer Satisfaction, Learning management System, Online training, Product Training, Web-based training