Anyone required to learn cust's software and train them how to use it?

[jeffreyclay]

Management thinks it would be a great "Value Add". Mgt rationalizes it by saying, "it's so simple a cave man, oops a Technician can do it and still make his 5 calls per day!

[RRodgers]

Re: Anyone required to learn cust's software and train them how to use it?

Management thinks it would be a great "Value Add". Mgt rationalizes it by saying, "it's so simple a cave man, oops a Technician can do it and still make his 5 calls per day!

I have no problem showing a customer how to use there equipment properly. I mean if they use it more... we make more. So it's a win win.

[blackcat4866]

Re: Anyone required to learn cust's software and train them how to use it?

Insane!

Now we're software engineers too? Ridiculous.
Sounds like something I'd be asked to do. =^..^=

[nmfaxman]

Re: Anyone required to learn cust's software and train them how to use it?

If it is so simple, why can't the salespeople do the training?

[Ollie1981]

Re: Anyone required to learn cust's software and train them how to use it?

Is this software related to and/or supplied with the equipment (i.e Equitrac, App 2 Me) or some other package (i.e MS Office, Oracle, Siebel etc)?

We get this "Adding Value" crap all the time, usually it's a thinnly veiled attempt at getting us to double as another arm of the sales force (with all the commission from converted lead going to the salesman of course).

[Morlock49]

Re: Anyone required to learn cust's software and train them how to use it?

I thought it was a Copier Company's standard practise that the tech knew all about the customers software, how to use it in the greatest detail, and then show the customer how to use it. What else are the tech training courses used for? The main ones you have to be able to teach are:

1. Any office package, especially publisher and the mail merge facility, and then explain why the printing slows down to a snail's pace.
2. Quark express and it's various versions, and how to install the ppd's...Mac included
3. Adobe front page, page maker, etc.

Once you have these down pat, everything else is easy

[jonhiker]

Re: Anyone required to learn cust's software and train them how to use it?

We have trainers for this purpose, although they keep it strictly to the operations of the copier. At an install, i just go through the copier functions and refer to the trainers regarding software.

[RRodgers]

Re: Anyone required to learn cust's software and train them how to use it?

EVERY time I've been to Konica training the very first day is ALWAYS key op stuff. Seriously, if you can't show the customer how to make booklets are they going to expect that you can figure out how to fix the machine.

[jeffreyclay]

Re: Anyone required to learn cust's software and train them how to use it?

EVERY time I've been to Konica training the very first day is ALWAYS key op stuff. Seriously, if you can't show the customer how to make booklets are they going to expect that you can figure out how to fix the machine.

Regarding booklets, it's the problem with imposition. One customer prints both English and Chinese out from the same file and it screws up the one that reads "right to left". I think a Fiery patch would resolve that. Are you a coder? Can you help me learn to write my own patches?

[DallasTech]

Re: Anyone required to learn cust's software and train them how to use it?

If it is so simple, why can't the salespeople do the training?

If they can sell the machines, they should be competent enough to operate them.

[Kidaver]

Re: Anyone required to learn cust's software and train them how to use it?

If they can sell the machines, they should be competent enough to operate them.

I went to a service call a few weeks ago to replace some rollers in the DP. Got it all finished and a guy standing there needed to makes some copies so I told him to test it out for me. He makes his little packet then starts asking the secretary where the stapler is for his packet. I point out they had a finisher and the machine would staple for them. The both looked at me with this amazed look on their face and said "Really how do you do that?" I point at the Op Panel to the staple button. They had had this machine for months and never knew it would staple. Besides a lazy salesman not showing them and them not paying too much attention. I was just flabbergasted at the situation.

[ringding]

Tech is there to make sure the machines function properly WITH their system. Not teach them how to use their system.

That being said, most techs already know quite a bit about any system, at least ours are good with that if needed.

Every role is a sales role though essentially, so if it helps your commish, I'd be all for it. When you're done helping them, ask for a referral.

Sent from my Motorola Electrify

[RRodgers]

Re: Anyone required to learn cust's software and train them how to use it?

I went to a service call a few weeks ago to replace some rollers in the DP. Got it all finished and a guy standing there needed to makes some copies so I told him to test it out for me. He makes his little packet then starts asking the secretary where the stapler is for his packet. I point out they had a finisher and the machine would staple for them. The both looked at me with this amazed look on their face and said "Really how do you do that?" I point at the Op Panel to the staple button. They had had this machine for months and never knew it would staple. Besides a lazy salesman not showing them and them not paying too much attention. I was just flabbergasted at the situation.

We do not include staples in the contract so yeah I would want them to staple as much as possible. Let me ask you, were you at a school for this service call?

[ringding]

Depends on the team you're in I suppose...sounds like a lot of "why do I have to help another" here, but with our team, I do all I can to help another out and would expect that from them as well.

Although we have solutions experts on our local teams as well that are great with the various softwares and systems to help the techs if needed.

Sent from my Motorola Electrify

[Kidaver]

Re: Anyone required to learn cust's software and train them how to use it?

We do not include staples in the contract so yeah I would want them to staple as much as possible. Let me ask you, were you at a school for this service call?

No it wasn't a school. It was a business. When it comes to schools and colleges tho my issue seems to be teaching them how to change paper and media type for odd paper they run thru there. One college was getting very upset when their new 3050ci was jamming when they would run this expensive heavy tanscript paper (which they were running low on at the time) thru the machine as plain paper.