We have a program called 'Get It Right,' in which they are taught troubleshooting to resolve customer complaints and minimize service calls. There are four different levels, each involving a four-hour class. The key to the training is the mastery of the use of the navigator, especially for the sales or customer service representatives who deal directly with customers. Catlett explains that the navigator is a function of the new digital set-top, which allows the user to access much more information than was possible through the analog system. For example, it allows you to preselect movies, rather than simply channels.
Cable modems involve an entirely different group of technicians.
Training takes a week, followed by a two-week ride with an installer or data technician before a trainee starts out on small jobs on his or her own. Prime teaches these technicians how to install and configure the computer to provide the high-speed data and to troubleshoot. The training process is good, but what's been hard is implementing it in a timely fashion and trying to coordinate the vendors and various departments to cut down on lag time and frustration levels. Train your technicians to look upon themselves as craftsmen. Instill in them the right attitude so they will want to do the job right the first time.