Created: January 20th 2018 By: Chris Sinibaldi Back to All Posts
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Created: January 20th 2018 By: Chris Sinibaldi Back to All Posts
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4 Key Benefits of Printer Service Training


What is your company's greatest competitive advantage?

To get to the heart of this question, you have to go beyond the print products you sell, beyond the services you provide, and start thinking about your employees.

That's right, before anything else, your employees are your company's greatest advantage – they represent your brand to customers, and employee insight is often crucial in customers' decision to buy.

Responsible, well-trained employees can help your business reach the pinnacle of success.

At the same time, amateur employees who try their hand at processes they are not trained for can embarrass your brand, obstruct customer goals, and generate expensive problems that only a supervisor – or even worse, a competitor – can fix.

This is why printer dealers tend to implement comprehensive training policies and enforce strict codes of behavior for their support staff.

If your technicians are not trained and up-to-date on the latest methods for addressing printer issues, you may be missing out on important benefits.

How Does Printer Service Training Boost the Bottom Line?


You can't assume your technical staff has uniformly deep, extensive knowledge of your line of printers and multi-function devices.

Your employees may be familiar enough with your products to service them on most routine calls, but they may quickly find themselves in trapped in a corner when asked to diagnose and resolve more complex issues.

Those complex issues, however, are often deal-breakers for your customers.

This is why an effective, standardized technical training program is key to making sure your employees are qualified to repair the broad variety of issues that can come up in the field.

Consider the following benefits.


1. Trained Technicians Diagnose Issues Quickly and Accurately

If you have an untrained technician on the field at a customer's office, that person might take hours to identify the issues affecting a particular piece of equipment.

Not only does this look unprofessional on your behalf, but as long as that equipment is being serviced, it is effectively inoperable. This produces downtime, and downtime is expensive – even the limited downtime of a single printer in a single office.

Well-trained technicians work quickly and have ample resources to rely on when things don't immediately go their way.

If a particularly complex problem stumps a qualified technician's current knowledge set, that person already knows where to find the solution, and doesn't have to spend hours looking it up.


2. Trained Technicians Can Handle More Service Calls Per Day

Since qualified support technicians can handle complex issues faster and more consistently than amateurs, your team will be able to handle more service calls per day.

If you have enough work to cover this surplus of employee time, you can boost your bottom line simply by decreasing the average amount of man-hours spent per service call.

If your resources are already stretched thin, this can be a valuable alternative to hiring more untrained talent – and assuming all of the risks that new hires imply.


3. Trained Technicians Are Smart About Ordering Parts

Ordering too many parts is a typical amateur mistake.

When someone is unsure about which component works for a specific device model and feels pressured to make a decision as quickly as possible, that individual will usually overextend financially.

It's easier to buy one of everything and see what works than to look up the specific part in a manual or other resource.

Obviously, this is a drain on resources that no employer should tolerate.

Technician training can eliminate these extra costs by ensuring that employees know exactly what to order and doing so only when needed.


4. Customers Trust Trained Technicians More

All of the above factors combine to improve customer trust in your brand.

Quick, responsible technicians that get the job done leave customers with a feeling of loyalty to your service. This is a huge benefit for customer retention because it's one of the most powerful arguments against choosing a lower-priced competitor.

Technician training boosts customer retention by improving overall response time and reducing the frequency of callbacks. You can use both of these factors as pivotal marketing tools to set yourself apart from other printer dealers in your market.

Is your team in need of world-class training? Depot International offers training services that can improve the set of services you offer your customers.


Author: Chris Sinibaldi

Senior Vice President and General Manager of Parts for Depot International, Chris Sinibaldi is a recognized industry expert in the distribution and remanufacturing of laser printer parts and certified pre-owned printers. Sinibaldi has been in the industry for nearly 20 years and is known for helping service organizations, copier resellers and dealers significantly grow their businesses.

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