Learn Technical Support Problem Solving and Troubleshooting Techniques
Effective technical problem resolution includes using excellent communication skills with customers at different knowledge levels while simultaneously making judgments about the information provided and asking key questions to gather the appropriate information. This can present a significant challenge to support professionals – especially in today’s market where customer satisfaction is derived from effective communication in an ever changing environment of technology.
The problem solving workshop and training course uniquely addresses this challenge. This 2-day course teaches the communication and analytical skills necessary to isolate customer problems and identify the troubleshooting skills required to resolve them. Participants learn a five-step framework that includes engaging and communicating with the customer, defining the problem, analyzing the problem, selecting and developing a solution, and following-up with preventive actions. This framework provides organizational methodology and consistency to problem solving and develops individual team member’s critical thinking skills.
This comprehensive approach ensures success through presentation of concepts and the application of those concepts incorporated into issues brought to class by students. These real world problems are resolved in class using the skills taught. Students will return to the job armed with experience in working through the framework applied to their specific situations, and immediately realizing benefits from the class.
Who Should Attend
- All levels of service and support professionals involved in solving technical issues
- Particularly beneficial to Tier 1 and Tier 2 service and support staff
On-Site Tailored Classes
Two-day instructor-led classes are offered at your site. Professional, certified instructors with extensive software support industry experience lead the problem solving workshops. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The problem solving workshop includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students.
Public Classes*
Instructor-led public classes are offered at various sites throughout the year. Professional, certified instructors with extensive support industry experience lead the classes. Hosting opportunities are available for the public classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative.
* Cancellation Policy: Any changes or cancellations to a training class less than 7 days prior to the scheduled dates will result in a charge equal to 100% of the class fee. Any changes or cancellations made to a training class from 8-14 days before the course will result in a charge equal to 50% of the class fee. Any substitutions, changes, or cancellations made more than 14 days in advance of the scheduled course will not result in an additional charge.
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