KR100541331B1 - Customer support system - Google Patents

Abstract

In order to improve the skills of the workers, the customer support system will reduce the cost of technical training support and at the same time increase the training effect.

The calculator system 26 which introduces the training contents from the service providing side 14 to the customer side 19 through the calculator network 17, and the instructor training facility 27 which fosters the instructor according to the training contents. The technical training on the side is composed of an instructor remote technical training support device 38 which is supported by the service providing side 14 via the calculator network 17.

Remote training system

Description

Customer Support System {CUSTOMER SUPPORT SYSTEM}             

BRIEF DESCRIPTION OF THE DRAWINGS The figure explaining the flow of technical training support service in the customer support system of Embodiment 1 of this invention.

The figure explaining the flow of program introduction and seminar holding of Embodiment 1. FIG.

3 is a view for explaining the flow of instructor training support according to the first embodiment;

FIG. 4 is a view for explaining the flow of technical training to the site representative by the instructor of the first embodiment; FIG.

5 is a view for explaining the flow of practical implementation steps of the first embodiment;

Fig. 6 is a diagram showing a remote training system in the customer support system according to the first embodiment of the present invention.

Fig. 7 is a diagram showing the customer support system according to the second embodiment of the present invention.

Fig. 8 is a diagram showing a remote training system in the customer support system according to the third embodiment of the present invention.

9 is a view showing a remote training system in the customer support system of Embodiment 4 of the present invention;

Fig. 10 is a diagram showing a remote training system in the customer support system according to the fifth embodiment of the present invention.

Fig. 11 is a diagram showing technical support and billing functions in the customer support system of Embodiment 6 of the present invention;

Fig. 12 is a view showing an operation permission function by operation permission key in the customer support system of Embodiment 7 of the present invention.

Fig. 13 is a diagram for explaining a method of performing actual training on the conventional service providing side.

Fig. 14 is a view for explaining a method of performing actual training on the conventional customer side.

15 is a view for explaining a method for remote training through a conventional calculator network.

<Description of the symbols for the main parts of the drawings>

6: server, 7: service provider,

7a: practical training service, 7b: technical support service,

7c: Human resource development service, 8: Web,

9: seminar, 10: customer,

11: instructor, 12: site owner,

13: nearby base expert, 14: service provider equipment,

15a: electronic billboard server, 16a: email server,

17: calculator network, 18: general personal computer,

19: customer, 23: training materials,

24: personal information, 25: means for determining test results,

28: training exam database, 29: exam questions.

The present invention is to have an instructor training facility for training the system and instructor to introduce the contents of the training to the customer support system for improving the skills of the general industry, and to have a remote technical training support device for the instructor through the calculator network. It is about.

As a training method for improving the technical skills of the customer's training center, the training method of the customer's training center is accepted by the service provider's facility, and the actual training is carried out. There is a method of using a work to remotely train a customer's training center from a service provider. Conventionally, these methods are independently performed independently and training is performed by each method.

The following operation is described. FIG. 13 is a view for explaining a method for receiving a training source on the customer side from a facility on the service providing side and performing field training widely. The client side dispatches the training center to the service provider side facility 34a. In the facility on the service provider side, actual training 34b, such as a practical training lecture VTR, is carried out in the form of a training schedule 34d. After completion of the actual training at the service provider's facility, the training staff returns (34c) and completes the training.

Fig. 14 is a view for explaining a method of dispatching to a facility of a customer side on the service providing side to perform actual training. The service provider dispatches the expert to the customer's facility (35a) and conducts practical training (35b). When technical support in other fields is required (35d), it is necessary to dispatch each expert (35a) from time to time to perform actual training (35f). After completion of the training in the field, the expert returns home (35c) and the training is completed.

15 is a view for explaining a method for remote training through a calculator network. The service provider side facility 14 for remote training includes a facility 14a for online lectures, a training teaching material 14b for remote training, and information transmitting and receiving means 14c. In the facility 19, the CRT 18c displays online lectures and training materials through the general-purpose browser device 18a of the general purpose personal computer 18.

The quality of the training is high because you can actually experience and understand the movements of the practical skills as an advantage of the method of accepting a conventional training center or dispatching an expert.However, the disadvantage is that the cost is high for dispatching a training center or an expert. There were problems such as a limited number.

In addition, the advantage of the remote training through the conventional calculator network does not require the dispatch of training institutes or experts, so the cost is reduced, but the disadvantage is that the quality of the training is deteriorated due to the inability to actually experience the operation. there was.

The present invention supplements the disadvantages of each of the conventional methods as described above, and provides an instructor training facility and an instructor training system for instructing the instructor according to the training system from the service provider to the customer through the calculator network. It is a customer support system consisting of remote technical training support devices for instructors that support technical training from the service provider from the service provider through the calculator network. It provides a customer support system that reduces training costs and increases training effects. I'm trying to.

The customer support system according to the present invention is a calculator system that introduces training contents from a service provider to a customer through a calculator network in a customer support system for improving the skills of a worker and an instructor who instructs the instructor according to the training contents. It is composed of a remote technical training support device for instructors that supports the training facility and the technical training of the customer side from the service provider through the calculator network.

In addition, the customer support system to improve the skills of the employees in the work through the calculator network to the service provider to provide the training contents to the customer side, and the instructor training facility to instruct the instructor according to the training content, It is composed of a remote technical training support device for the instructor that supports the technical training conducted by the instructor through the calculator network.

It also has a calculator system for sending and receiving inquiries sent to the service provider from the customer side and support thereof via an electronic bulletin board or e-mail through the calculator network.

In addition, a calculator system is provided for performing diagnostic support on the basis of actual operation data transmitted from the customer side to the service provider side through the calculator network and transmitting the result to the customer side through the calculator network.

In addition, the instructor training facility for training the instructor is an instructor training facility on the customer's side using training materials together.

The instructor training facility is a practical training facility.

Moreover, it has a test result judgment means which evaluates a test result based on training test question data and a test result.

It also has a means to charge according to technical support.

In addition, it owns a simulation means for calculating training costs according to the selection of training items or training materials, and presents the results to the customer.

Moreover, the service provision side issues the operation permission key which attached the permission condition to the customer side, and added the operation permission means which makes technical-training support operation | movement when it conforms to a permission condition.

Embodiment 1.

EMBODIMENT OF THE INVENTION Hereinafter, Embodiment 1 of this invention is described with reference to drawings.

BRIEF DESCRIPTION OF THE DRAWINGS It is a figure explaining the flow of technical training support service in the customer support system of Embodiment 1 of this invention.

1 is program introduction, seminar is held, 2 is technical training for instructor, 3 is technical training to site manager (local staff) by instructor, 4 is practical implementation stage, 5 is expert, 6 is server.

It is a figure explaining the flow of holding a program introduction seminar. 3 is a view for explaining the flow of instructor training support. Fig. 4 is a diagram for explaining the flow of technical training to the site representative by the instructor. 5 is a view for explaining the flow of practical implementation steps. In these figures, 7 is a service provider, 7a is a practical training service provided by a service provider, plant management technology, environmental management, etc., 7b is a technology such as efficiency improvement, operation rate improvement, and environmental conservation characteristics provided by a service provider. Support service, 7c provides talent training materials (including fairy tales, voice, graphs, flowcharts, etc.) provided by the service provider, talent training services such as driving training, 8 is the web (portal site), 9 is the seminar, 10 A customer, 10a, 10b, and 10c are customer A, customer B, and customer C of any particular company, respectively. 11 is an instructor, 12 is a site owner, and 13 is a near-sword specialist.

Fig. 6 is a diagram showing a remote training system in the customer support system according to the first embodiment of the present invention. 6 to 14 are facilities for providing a service for remote training. 14a is a facility for online lectures, 14b is a training material for remote training, and 14c is a means for transmitting and receiving information. 15a is a server for an electronic bulletin board, and a plurality of bulletin boards are prepared according to the training items, and 15b is a general-purpose browser device having transmission and reception means for recording and referencing an electronic bulletin board at a service provider side, and 15c is information received. CRT to indicate. 16a is an e-mail server for managing e-mail, and 16b is a general-purpose mail software having transmission and reception means for using the received e-mail on the service provider side.

17 is a calculator network, 18 is a general personal computer, which is a customer-side facility, and there are several facilities. 18a is a general-purpose browser device having a transmission / reception function for remote training, 18b is a general-purpose mail software having a transmission / reception function of an e-mail, and 18c is a CRT for displaying their information. 19 indicates a customer, and exists in several places. 20a is the flow of data of online lecture service, and 20b is the flow of data of training service by training materials.

The following operation will be described based on the drawings of FIGS. 1, 2, 3, 4, and 5. In Fig. 2, in the program introduction 1 which is the training contents introduction, as a step 1, the service provider 7 conducts the training on the Web (portal site) 8 and holds a seminar on technical training or technical support. We carry out technical support program PR. The customer 10 can view and apply the contents through a calculator network such as the Internet. In the seminar (1), the service provider (7) holds a seminar (9), and the seminar (9) discusses the details of technical support programs, such as instructor technical training and simulation technical training. Introduce your customers.

Next, in the instructor technical training 2 of step 2 in FIG. 3, the instructor training source of the customer 10 is dispatched to a practical facility (practical training facility) held and managed by the service provider 7, and the service provider ( 7) A practical training 7a or the like is performed for the instructor training center of the customer 10. The training focuses on matters that are difficult to understand unless they are actually in touch with the actual machine, such as training courses, plant management techniques, and environmental management. At the end of the practical training, the instructor training center of the customer 10 returns from the practical facility that has trained as an instructor who acquired the technology.

Next, in the technical training (3) to the site representative by the instructor of step (3) in FIG. 4, the instructor 11 who receives the practical training 7a at step (2), and the returned instructor 11 is the site representative of the customer 10. The technical guidance is given at (12). However, if the contents of the actual training of step (2) are confirmed or newly desired matters are generated in the technical guidance, the server 6 provided by the service provider 7 is provided. Completion of practical training and direct instruction to site personnel (12) using a remote technical training support device for instructors through a calculator network such as the Internet. At this time, if necessary, the support by the expert in the vicinity 13 of the customer (10).

Next, in the practical implementation step 4 of step 4 in Fig. 5, actual work such as equipment operation is performed in the customer 10 by a site representative who has received technical training. At this time, the technical support of the work shall be provided in the following order. In other words, the operation data of the practical equipment of the customer 10 is automatically transmitted to the service provider 7 via a calculator network such as the Internet. The service provider 7 performs various kinds of diagnosis according to their data, for example, diagnosis of facility efficiency and operation rate, and support for diagnosis of environmental conservation characteristics, and the result or guidance is obtained through a calculator network such as the Internet. It is presented in (10).

In addition, technical inquiries generated during the technical training of the customer 10 are inquired from the customer by an electronic bulletin board or an e-mail through the calculator network. The service provider 7 provides the appropriate personnel training materials and driving training services in the form of electronic bulletin boards, e-mails or online lectures through the calculator network and diagnoses and supports the customer 10. In addition, if necessary, technical support is provided by the dispatch of the expert 13 near the customer 10.

Next, a method of realizing remote training will be described with reference to FIG. The service provider 14 has a facility 14a for online lectures. In the facility 14a for online lectures, training by an instructor is conducted, and the online lecture data 20a (including meteor, moving picture, etc.) photographing the contents are provided by the information transmission / reception means 14c and the calculator network 17 Is connected to the general purpose personal computer 18 equipped with the general-purpose browser 18a provided with the transmission / reception means which is a customer side facility, and is displayed on the CRT 18c. As a result, the online lecture data 20a can be referred to by the customer, and the lectures conducted remotely from the training center can be taken online. Since this remote training can be conducted, more training sources can be trained.

The following is an explanation of training using training materials for training in the distance through the calculator network. The training teaching material 14b necessary for the remote training is connected to the general purpose personal computer 18c equipped with the general purpose browser 18a equipped with the receiving means serving as a customer's facility through the information transmitting and receiving means 14c and the calculator network 17. The training data 20b is displayed on the CRT 18c. Thereby, the training data 20b can be referred from the customer side, and the training center can take the training using the training teaching material installed remotely. In this training, there is no time constraint, so you can do the training freely when the training center is good.

As a means for resolving unknown points in the contents of lectures, there are a method using an electronic bulletin board and a method using an e-mail. The service provider 14 has an electronic bulletin board. When a question arises, the training institute uses the general-purpose browser 18a to access the training electronic bulletin board, and records the question on the electronic bulletin board. The service provider 14 responds to the electronic bulletin board using the browser 15b. The information on the electronic bulletin board can be viewed in all the places taking the same training, so that it is possible to mutually learn by recording another question or answer from another customer's training staff, which is related to the level of training staff.

The following e-mail is explained. When a training institute wants to ask an instructor directly, it uses the general-purpose mail software 18b mounted in the general purpose personal computer 18, and prepares a question for the instructor. The created question is transmitted to the lecturer 16b via the calculator network 17 via the mail server 16a installed in the service providing-side equipment. The instructor, who received the question, writes a response and delivers it to the general purpose personal computer 18 of the instructor on the customer side through the calculator network. By using their remote training system, the instructor can immediately get answers to the questions.

As mentioned above, Embodiment 1 is a calculator system which introduces the training contents from a service provider side to a customer side through a calculator network, and the instructor training facility which instructs an instructor according to the training contents, and the technical training of a client side. Customer support system equipped with a remote technical training support device for instructors supported by the service provider through the service provider, or, in addition, the inquiry and support for the request sent from the customer service provider to the service provider through the electronic bulletin board or e-mail. It is a customer support system equipped with a calculator system that transmits and receives, or in addition, it provides diagnostic support based on actual operation data transmitted from the customer side to the service provider through the calculator network, and the result is returned to the customer side through the calculator network. A customer support system with a calculator system to transmit .

Thus, Embodiment 1 can receive the technical support of the expert of a service provider remotely because of the customer support system equipped with the instructor training facility (for example, practical equipment) which teaches an instructor, and the remote technical training support device for an instructor. There is a merit that people's mobility can support technical training in remote and overseas areas. In addition, the remote technical training support device eliminates restrictions on people's movements and can be applied to a large number of customers, thereby enabling training for several customers at the same time and greatly increasing the merit.

In addition, it is possible for customers to obtain technical supplements and continued technical support at any time by the calculator system, so that they can receive more effective training and technical support than training by conventional training institute dispatch, and the effect of technical training support can be confirmed. It is an effective customer support system in that it can reduce the cost and increase the effectiveness of technical training support.

The customer support system of the present invention is effective for technical training and technical support, for example, for plant operation for power companies, and in addition, technical support in the same flow is also possible for operators such as agriculture, fisheries, and medical care. According to the technical support at a remote location, cost reduction by the movement of a person and continuous technical support are possible.

Embodiment 2.

Fig. 7 is a diagram showing the customer support system according to the second embodiment of the present invention. In FIG. 7, 36 is a calculator system for introducing a training program which is training contents, 37 is an instructor practical training facility for teaching an instructor to an instructor, and 38 is a support system for technical training that is performed by an instructor as an instructor. The remote technical training support device for instructors, 39, is a calculator system that checks the effectiveness of technical training and technical support through the calculator network after practical operation.

The following operation is described. In FIG. 7, the service provider 14 displays the training program stored in the calculator system 36 on the CRT 18c of the general purpose personal computer 18 of the customer 19 through the calculator network 17 as a step 1 in FIG. 7. We recruit training institutes. In step 2, the training source of the customer 19 is dispatched to the instructor practical training facility 37 which is held by the service provider, and the training is conducted while experiencing the practical skill closely with the actual operation or mechanism of the practical skill according to the training contents. After the training, the training center will return home.

In Step (3), the instructor conducts technical guidance to the site manager as an instructor after returning home.However, when the technical guidance reconfirms the contents of the practical training in Step 2, or if a new item needs to be newly confirmed, the instructor remote technology The training teaching material provided by the service provider by the training support device 38 is received by the general purpose browser 18a of the customer 19 by the information transmitting and receiving means 14c via the calculator network 17 and the CRT 18c. This information is displayed to obtain necessary information such as training contents and technical details.

In step (4), operation data of the actual equipment of the customer 19 is automatically transmitted to the service provider 14 via the calculator network 17 at the stage where actual work such as facility operation is performed.

The service provider 14, by the calculator system 39, performs various kinds of diagnosis according to these data, for example, diagnostic support for diagnosis of environmental conservation characteristics such as efficiency and operation rate of equipment, and calculates the result or guidance. Present to customer 19 via work 17. In addition, technical inquiries generated in the customer 19 are inquired by the customer through an electronic bulletin board or e-mail through the calculator network. The service provider 14 diagnoses and supports the customer 19 by providing appropriate human resource training materials or driving training services in the form of an electronic bulletin board, an e-mail or an online lecture through the calculator network.

In addition, if necessary, technical support is provided by the dispatching of a near-field sword expert 13.

In addition, in FIG. 7, the instructor practical training facility 37 is provided on the service providing side to receive the training source of the customer side to carry out practical training. The instructor practical training facility is provided on the customer side, and the expert on the service providing side is provided to the customer side. The actual training of the training source on the customer's side may be made by the customer.

Instructor practical training equipment may be used in combination with the training materials.

As described above, also in the customer support system of the second embodiment, the same operational effects as in the first embodiment can be obtained.

Embodiment 3.

Fig. 8 is a diagram showing a remote training system of the customer support system according to the third embodiment of the present invention. In FIG. 8, 18d is a training textbook, and 18e is a flow of training textbook data of (18d).

40 is a simulation means for preparing the effect on technical training and technical support.

The following operation is described. Since the training flow is the same as that in the first embodiment, the remote training will be omitted. The training book 18d is sent to the customer in advance with a catalyst such as a CD-ROM.

The training source sets the training teaching material 18d in the general purpose computer 18, and the training data 18e is displayed on the CRT 18c. This allows training centers to take training remotely.

In addition, in the training course contract, a questionnaire or a questionnaire is first asked to the training institute by the electronic bulletin board and the e-mail described in the first embodiment. This is an introduction to the training contents. The training items are questions or questionnaire about what kind of training was selected and taken, and whether or not the training textbooks of the type of data such as fairy tales, photographs and texts were selected and used. The result of this question or questionnaire is evaluated by the simulation tool 40 for effect preparation, and the training cost for the training item or training textbook desired by the customer is calculated, and the electronic bulletin board and the e-mail described in Embodiment 1 are sent to the customer. Presented. The customer contracts the training course when the cost confirms the presentation cost and is convinced to prepare for the effect.

In the third embodiment, since the training textbook can be directly referred to, the access speed can be faster than that of the remote training through the calculator network. In addition, it is possible to operate optimal training technical support by simulation for effect preparation in contract.

Embodiment 4.

Fig. 9 is a diagram showing a remote training system in the customer support system according to the fourth embodiment of the present invention. In FIG. 9, 23 is a training textbook required for remote training, 23a is test data, 23b, 23c, and 23d are prepared according to the level of the training textbooks or beginners, intermediate, and advanced students. 24 is the personal information of the institute, and 24a stores the results of the individual's test.

25 is the means of judging test results, and 26 is the selection of training according to individual ability. 27a is the flow of test data and 27b is the flow of test result data. 32 is billing.

The following operation is described. Since the training flow is the same as that of Embodiment 1, it abbreviate | omits and describes a remote training system. As a means of selecting training materials for distance training, the instructor will first take a test to determine competency. The test data 27a is connected to the general purpose personal computer 18 on the customer's side through the information teaching means 14c and the calculator network 17 from the training teaching material database 23, which is a facility of the service provider, and the CRT apparatus 17 ) Is displayed. The training center examines the test, and the data is stored as the learning history and the test result 24a in the personal information database 24 on the service provider side through the general personal computer 18 and the calculator network 17. A number of training materials 23 are prepared according to the level of beginner, intermediate, and the like. In the test result determination means 25, the level of the training source is divided into beginner, intermediate, etc. from the test result 24a, and the training suits the individual's ability. Select (26).

In addition, billing (32) is performed in accordance with the selection result of this training.

Embodiment 5.

Fig. 10 is a diagram showing a remote training system in the customer support system according to the fifth embodiment of the present invention. In FIG. 10, 24 is personal information of the training institute, and 24b is a wrong answer of the test results of the training institute. 25a is a test result judgment means, 28 is a training test database, and 29 is a personal test question. 36 is qualification.

The following operation is described. Since the training flow is the same as that of the first embodiment, it will be omitted and remote training will be described. There is a test as a method of determining the training ability, but the test result is stored in (24b) of personal information (24). In the training test database 28, test questions according to various patterns are prepared.

The incorrect answer data 23b and the training test question pattern 28 determine personal dislikes by the test result determining means 25a, and focus on the same content as the problem that is incorrectly answered. Write (29). In addition, in accordance with the determination result of the test result determination means 25a, a predetermined qualification is granted to the training staff (36). As a result, the technical level of the training center is determined.

Embodiment 6.

Fig. 11 is a diagram showing technical support and billing functions in the customer support system according to the sixth embodiment of the present invention. In Fig. 11, 30 is the technical support request from the customer side, 31 is the flow of the technical support from the service provider side, 31a is the reception of the technical support request, 31b is the technical support, 31c is the end of the technical support. 41 is the effect, 32 is the charge for technical support.

The following operation is described. On the high side, when the technical support of the service provider side is required, a technical support request 30 is made.

Technical support is provided through the calculator network 17.

The customer receives a technical support request 30 from the customer side, receives technical support 31a, and provides technical support 31b to the customer side.

After the technical support is completed, the effect of the technical support is confirmed (41), and the fee is charged (32) according to the degree of the effect.

Compared with the conventional billing method, the billing is carried out before each technical support, so only the actual cost of the support is paid, and the cost reduction of the high side can be expected. In addition, the company pays the cost before each technical support, which raises the cost consciousness to the customer side and increases the efficiency of the training to deepen the understanding during the training.

Embodiment 7.

Fig. 12 is a diagram showing an operation permission function by operation permission key in the customer support system of Embodiment 7 of the present invention.

In Fig. 12, 33a is an operation permission key issuing means of the training teaching material, 33b is an operation permission key of the training teaching material, 33c is an operation permission checking means of the training teaching material, and 33d is a flow of operation permission key. 42 is a means of detecting violations.

Next, the operation will be described. The training flow is the same as that of the first embodiment, and will be omitted, and the operation permission function of the training teaching material by the operation permission key, which is an additional function added to the instructor remote technical training support apparatus, will be described. The training teaching material 18d is sent to the customer side in advance such as a CD-ROM. On the service provider side, a member operating permission key 33b for permission conditions such as periods of training by the operation permission key issuing means 33a, personal information on the customer side, information of the user, etc. is issued and the calculator network 17 ) To the customer side.

The training source on the client side sets the training teaching material 18d in the general purpose personal computer 18 to take the training, but inputs the operation permission key 33b when the training is taken. In the operation permission checking means 33c, the user checks whether the input operation permission key 33b is appropriate, such as permission conditions, for example, whether the use period is within the contract period or whether the use magazine is appropriate.

If there is no problem with the result of the check, the training center can take the training. In addition, in the event of a violation such as opening of the operation permission key, the violation detection means 42 detects the violations, and the violation detection means 42 stops the service for the customer 19. Or collect a breach of security deposit.

In the training that sent the training materials to the customer, there is a merit that the access speed is faster than the training by the calculator network. However, this method can be used only for a certain period of time, and it is possible to install security.

As described above, according to the customer support system of the present invention, in the customer support system for improving the skills of the workers, the calculator system and the training content of introducing the training contents from the service provider to the customer through the calculator network are provided. Therefore, it is composed of instructor training facility for instructor training and remote technical training support device for instructor that supports service of customer's technical training through calculator network. At the same time, the training effect can be increased.

In addition, in the customer support system to improve the skills of the workers, the calculator system introduces the training contents from the service provider to the customer through the calculator network, the instructor training facility that trains the instructor according to the training contents, and the instructor on the customer side. It is possible to reduce the cost of technical training support and increase training effects by using this system because it consists of remote technical training support devices for instructors that support the technical training carried out by the service provider through the calculator network. .

In addition, since a calculator system is also provided to send and receive inquiries sent to the service provider from the customer side and support thereof through the calculator network, the technical support can be easily obtained from the service provider side.

In addition, it is equipped with a calculator system that provides diagnostic support based on the actual operation data sent from the customer side to the service provider through the calculator network and transmits the result to the customer side through the calculator network. You can receive diagnostic support.

In addition, since the instructor training facility for the instructor training is an instructor training facility on the client side using the training materials together, the training material can be effectively utilized, and the training can be received from the client side.

In addition, since the instructor training facility is a practical training facility, practical training is possible, and high quality training is possible.

Moreover, since it has a test result judgment means which evaluates a test result based on training test question data and a test result, it is possible to evaluate a test result.

In addition, since there is a means for billing according to technical support, appropriate billing can be known.

In addition, since it has a simulation means for calculating training costs according to the selection of training items and training textbooks, and the calculation results are presented to the customer side, the preferred technical training can be selected by the simulation means.

In addition, since the service provider issues an operation permission key with the license condition to the customer and adds an operation permit means for performing the technical training support operation when the license condition is satisfied, it can be used when the license condition is satisfied.

Claims (11)

In the customer support system to improve the skills of workers, Calculator system which introduces training program contents from service provider to customer side through calculator network, A technical support training textbook that supports the technical training of the client side from the service provider side through the calculator network based on the contents of the training program, and a remote control having information transmitting and receiving means for supporting the technical training of the client side; Technical training support equipment, A calculator system for performing diagnostic support on the basis of operational data of actual machines transmitted from the customer side to the service provider side via the calculator network, and transmitting the result to the customer side through a calculator network. Customer support system, characterized in that consisting of. In the customer support system to improve the skills of workers, Calculator system which introduces training program contents from service provider to customer side through calculator network, The technical training for the instructor for instructing the site representative on the customer side based on the contents of the training program has a technical support training textbook to support from the service provider through the calculator network. Instructor remote technical training support device having an information transmission and reception means for supporting technical training, A calculator system for performing diagnostic support on the basis of actual operation data transmitted from the customer side to the service provider side through the calculator network, and transmitting the result to the customer side through the calculator network. Customer support system, characterized in that consisting of. The method according to claim 1 or 2, And a calculator system for sending and receiving an inquiry and support for the request sent from the customer to the service provider through an electronic bulletin board or mail through the calculator network. delete delete delete The method according to claim 1 or 2, A customer support system further comprising a test result determination means for evaluating the test result based on the training test data and the test result.  The method according to claim 1 or 2, Customer support system having a means for charging according to the technical support. The method according to claim 1 or 2, A customer support system further comprising a simulation means for calculating training costs according to the selection of training items or training materials, and presenting the calculation results to the customer. The method according to claim 1 or 2, And an operation permitting means for issuing an operation permission key with the permission condition from the service providing side to the customer side and causing the technical training support operation when the permission condition is satisfied. delete

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