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Utilization of needs-based customer training

机译：利用基于需求的客户培训

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Purpose - The purpose of this paper is to look at how customer input was used in a front-end needs assessment to formulate a training package that covered the necessary elements of product use, and how the training material was presented in a manner best suited for the trainees and their perceived needs. Design/methodology/approach - A quasi-experimental study was designed to compare the number of help desk calls for groups trained using the needs-based training approach with the number of help desk calls from the most recent training groups that were trained with the standard training package. Findings - Groups trained using a training package developed around their initial perceived needs had significantly fewer help desk calls than those who received the standard training. The number of help desk calls was reduced by over 75 percent from previous training sessions. Research limitations/implications - Verification of transfer of training in other applications, with other products and other learner groups, would further validate that the needs-based training approach is more effective. Practical implications - All reasonable effort that can lead to more effective training will improve the customer's overall perception of the organization and will contribute to customer retention. Both customer satisfaction and retention are critical elements in the ongoing success of any company. Originality/value - The demonstration of effectiveness and the utilization of assessment data for continuous improvement may have both practical and legal implications for the future; including enhancing customer satisfaction and retention, and reducing the likelihood of successful legal claims for negligence, particularly negligent training.
机译：目的-本文的目的是研究如何在前端需求评估中使用客户输入来制定涵盖产品使用必要要素的培训包，以及如何以最适合的方式提供培训材料学员及其感知需求。设计/方法/方法-设计了一项半实验研究，用于比较使用基于需求的培训方法培训的小组的服务台呼叫数与最近接受过标准培训的培训小组的服务台呼叫数培训包。调查结果-使用针对其最初的感知需求而开发的培训套件进行培训的小组，与接受标准培训的小组相比，服务台呼叫数量要少得多。与以前的培训课程相比，服务台呼叫数量减少了75％以上。研究的局限性/含意-验证其他应用程序与其他产品和其他学习者群体的培训转移，将进一步验证基于需求的培训方法更有效。实际意义-可以导致更有效培训的所有合理努力将改善客户对组织的总体看法，并有助于保留客户。客户满意度和保留率都是任何公司持续成功的关键要素。原创性/价值-有效性的证明和评估数据的持续改进可能对未来有实际和法律影响；包括提高客户满意度和留存率，以及减少因疏忽而特别是疏忽培训而成功获得法律索赔的可能性。

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