Training helps with troubleshooting

Elizabeth Oser, Product Support and Education Representative at Spectrum, says being a trainer makes her better at troubleshooting problems for clients.

“When you train clients on how to use the system, you get a better perspective on how they’re using it in real–life situations,” she said.

In training, Elizabeth said she usually spends some time getting to know her clients and how they use the system, then she tailors the training accordingly. She said it reinforces the training process because she truly understands what they’re actually doing.

“Troubleshooting is similar to training in that I’ll occasionally walk a client through tasks as if I was training them,” said Elizabeth. “That way they’re getting one–on–one attention on a certain task.”

She said a key to troubleshooting is really listening to what it is the client is encountering, empathizing, having a sense of urgency, being courteous and polite, and being professional while at the same time getting to know them. She said she’ll even try to match the client’s tone or style of speaking while on the phone—slow, fast, energetic, mellow—to make them feel as comfortable as possible.

“If they want to joke around and talk about what they had for lunch, I can do that,” she said.

Along with a sense of urgency to help the client, Elizabeth said it’s important to make sure they know she truly wants to help them. An important part of that is the follow’up after a call.

“I feel like follow–up is key,” she said. “It lets them know you’re still around to help them, that you’re leaving things open until they call back and say they don’t need your help anymore.”

According to Elizabeth, clients really like the one–on–one attention they can get on troubleshooting calls or during GoToAssist^™ sessions. With GoToAssist, trainers can remotely walk clients through specific tasks they want to learn. The clients can view their trainer’s screen as they go through the tasks, in a convenient, interactive workshop experience.

“It enables them to go through an individual section they’re interested in at their convenience,” she said.

As with webinars, which are available on Spectrum’s website for viewing 24 hours a day, the client can get what they need specifically at a time that’s good for them. Elizabeth said GoToAssists are good for many clients who don’t necessarily want to sit through an entire training session on the system because they might only use one part of it, such as a recruiter only using the recruiting portion.

“And they’re fun,” she said. “I think the clients really like them.”