Your team member struggles with technical expertise in post-sales support. How can you guide them to success?

To guide a team member struggling with technical expertise in post-sales support, start by assessing their specific knowledge gaps. Provide targeted training sessions, resources, or mentorship to build their technical skills. Pair them with a more experienced colleague for hands-on learning and real-time feedback. Encourage them to ask questions and create a supportive environment where they feel comfortable seeking help. Set clear goals and track their progress, offering regular check-ins to discuss challenges and improvements. Reinforce their learning by gradually increasing their responsibilities as they gain confidence and competence.

All too often organisations see on-going training as unnecessary and don't invest in the education of users. Quite often as key team members leave an organisation their knowledge isn't passed on and new employees don't receive the necessary training in the solution they are using. This results in bad practices and they often start to question the suitability of the solution. The use of self paced online education can help with this.

Para ter uma resolutiva sobre um colaborador que está tendo dificuldades, é primordial entender primeiramente quais dificuldades o mesmo está tendo, e trabalhar em cima disso, verificar quais metódos estão sendo ultilizados, orientar sobre os métodos e processos corretos, e realizar um treinamento especifico para o mesmo, indo diretamente na problematica e demais dúvidas que possam ocorrer, e desenvolver o mesmo de forma cirurgica.

If you notice that your employees are having difficulty using new software, you can:  Observe: Do they make the same mistakes? Do they have trouble finding certain functions?  Ask: Which part of the software is most complicated for them? Do they need more examples?  Design a training: Create a step-by-step tutorial, organize a question-and-answer session, or assign a mentor. The "GOAL" is to help your employees grow professionally and improve their performance. By designing customized training, you're investing in the future of your team and your company.

Start by pinpointing the specific areas where the team member may be underperforming. Are they facing challenges in troubleshooting, product knowledge, customer interactions, or documentation? Evaluate their current skill level by observing their work, gathering customer feedback, or using a self-assessment tool. Conducting a thorough needs analysis will help customize the support they need.

Objective. We want a member of our team to improve their sales skills, a SMART objective would be: Increase the number of calls made to potential customers by 20% in the next two months. Why are these objectives important? • Guidance: They give a clear direction to each member. • Motivation: They provide milestones to celebrate and a sense of accomplishment. • Tracking: They allow you to evaluate progress and adjust course if necessary. SMART objectives - are an essential tool for the personal and professional development of team members. By setting them together, we foster commitment and collaboration.

Begin by identifying the specific areas where the team member may be struggling, whether it's troubleshooting, product knowledge, customer interactions, or documentation. Assess their skill level through direct observation, customer feedback, or a self-assessment tool. A comprehensive needs analysis will allow you to tailor the support and development they require.

Provide access to targeted technical training that aligns with their identified needs. This can include hands-on workshops, online courses, mentorship from experienced colleagues, or product-specific training from the vendor. Ensure the training is relevant to their daily responsibilities and offers practical applications for improving their performance.

I would encourage him to join me during installation or repair and give him some hands-on practice. I would also encourage him to give me some inputs from his perspective too, that would engage him better.

Encourage the team member to put their new skills into practice in real-world situations. Start by giving them opportunities to handle simpler technical problems, gradually increasing the complexity as they gain confidence. Role-playing, shadowing experienced colleagues, or using simulations can be effective ways to build their competence and reinforce learning.

Regularly monitor their progress by using performance metrics and gathering direct feedback from customers and colleagues. This ongoing assessment allows you to track improvements, offer timely feedback, and provide additional support when needed, ensuring they remain on course to achieve their goals.

Utilize Technology: CRM Tools: Implement Customer Relationship Management (CRM) tools to streamline processes and provide easy access to technical information. Knowledge Base: Create a comprehensive knowledge base that sales support can refer to for technical queries.