CORPORATE CASE STUDY
Certified TeamTakes Holistic Approach to Troubleshooting
CHALLENGES • Well-Rounded Service: Sharp wanted its technicians to troubleshoot the problem, not just the Sharp product. • Knowledge Baseline: Sharp wanted to set a baseline of knowledge among the team so that anyone could help any customer.
Sharp Electronics Corporation manufactures consumer elec- tronics ranging fromprinters to robots. Headquartered in Osaka, Japan, it employs more than 50,000 people. Sharp Business Systems of North Carolina is a direct sales division of Sharp Electronics Corporation and provides customer support for Sharp products.
SOLUTIONS • Team Training: Sharp supports employees who are earning their certification by giving them time to study and access to training materials. • CompTIA Certifications: With the knowledge gained from CompTIA A+ and Network+ , Sharp technicians have the expertise to help customers get their Sharp products back online, nomatter the issue.
RESULTS • Out of 71 teammembers, 57 have CompTIA A+ and 39 have CompTIA Network+ . • Sharp technicians can find a solution. Period.
LESSONS LEARNED
• Help employees succeed on their exams by providing training materials and forming study groups, and encourage employees who already have their certifications to tutor those who are studying. • Use certifications to establish a baseline of knowledge across the team so that anyone who responds to a service call can help resolve the issue. • Empower employees to take customer service to the next level by looking at what may be causing the problem, whether it’s your product or something else.
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