The Beneifts of Customer Training and Computer Literacy
1287 Words6 Pages
In the world of Information Technology, Support Specialists work with a wide variety of end-users, whom we sometimes refer to as customers. Many of them are unfamiliar with computers and how to troubleshoot issues relating to their software. Providing customers with documented tutorials and on-going training sessions, also referred to as in-services, will improve computer literacy by educating end-users on department software and basic computer knowledge, improve the communication processes, and increase productivity, thus boosting user confidence and morale.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees receive training in their field, but rarely do they possess basic computer knowledge to function outside of the department software. The lack of computer literacy contributes mostly to insufficient training or the lack thereof. Consequently, when reporting issues to IT Support, the customers’ unfamiliarity with fundamental computer knowledge makes communication difficult between the two, thus effecting efficiency.
Implementing on-going training will allow customers to become more knowledgeable on relevant software and computer skills. Informed customers have a much better understanding when they comprehend the general synopsis of an issue. When customers develop a broad knowledge of what’s going on and begin to recognize how computers function, their overall method to problem-solving will be a more informed approach. Understanding basic computer terminology or computer talk has many advantages for all parties involved. When customers comprehend what’s taking place, they have a better understanding of what’s being asked and can verbaliz...
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...the educational gap but also allows the IT professional to see how customers use the software daily. In-Services allow the IT Professional to also understand the verbiage customers use in their every day processes and routines. Understanding their work culture allows the trainer to better incorporate terminology into classes and documentation that better relates to what they are familiar with and vice-versa. The creation of tutorials not only helps the customer to understand on a more personal note but also to retain that knowledge to train future employees. Once customers have the know-how to present information effectively, the new knowledge will help customers confer information more effectively and allow the IT person to produce quicker solutions. Furthermore, customers and IT Support become more efficient in their business processes by maximizing performance.