Telstra Commander i, Service Manual, Page: 85 / 195

Commander i+ Product Service Manual - Issue 2 Page 5-1
Chapter Five Commander User Training Strategy
Background
Commander user training has been a service strategy deployed by
Telstra to create value to the customer on purchasing their system.
Traditionally this training has been delivered by customer trainers either
on site or in a classroom environment for larger Commander systems
and by technicians for the smaller systems.
In 1993 research conducted by Telstra, revealed that the customers
want their staff to be able to work the system immediately after
installation, They only wanted 15-30 minutes training which covered
the basic facilities of the phone. Technicians were considered by the
customer, as the ideal person to show customers how to use their
system. Training individually or in small groups on their premises were
seen as more convenient for our customers. Customers were willing to
pay for any additional training required after that.
The launch of the Commander NT in 1996 saw the Technicians
conducting basic user and system administrator training to both
Commercial and Corporate customers. Because of the Commander i+
simplicity, this was expanded to cover all aspects of customer training
on the Commander i+ keysystem and peripheral equipment.
Strategy
Commander customer training is designed to enable the customer to be
able to use their Commander system from the time of installation. The
customer training policy outlined will support the Commander strategy
of the system being easy to use, confirm the customer's buying decision,
give added value to Commander, provide business benefits to the
customer and also encourage usage of Telstra's network.
Technicians and/or Customer trainers (where available) will provide
tailor made customer training packages according to the customers
requirements on complex Commander CPE while Field Technicians
only will provide the total customer training package for the
Commander i.