Guest Post: Training is Support Before Customers Need It

Training occurs (mostly) before people know that they need help. Most often, people take a product training course in the early stages of learning a new product. At such an early stage, people do not have a full understanding of what the product can do. When training is designed well, it covers two broad topics.

First, it covers context. Effective training helps learners understand what the product is, what is possible, and why it is an important part of how someone gets their job done.

Once context is established, effective training can cover specific tasks a person will perform in the product to get that job done. Training, therefore, covers how the product works, including most common tasks and should also cover pitfalls and things to look out for.

In other words, training is proactive.

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  1. Thanks for the awesome post Bill, and thanks for sharing it here! Great insight and actionable tips! Cheers :)

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