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Problem Solving Workshop - Tech Support Problem Solving & Troubleshooting Techniques
To effectively solve technical problems one needs excellent communication skills with customers at different knowledge levels and the ability to simultaneously make judgments about the information provided and ask key questions in order to compile the appropriate information. This makes the job of support professionals a challenging one. This is particularly true today because customer satisfaction is, in many cases, derived from effective communication in a technological environment that is constantly changing.
This problem solving workshop and training course from Service Strategies addresses these challenges. The 2-day course teaches communication and analytical skills that are necessary in determining customer problems and the troubleshooting abilities required to resolve them. Participants will learn to follow 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 an organized method and consistency to problem solving while at the same time develops individual team member’s critical thinking skills.
Students learn how to solve real problems that they have or will encounter on the job using the skills they have learned in the course. After the course, they will return to the job armed with experience in working through the framework applied to their specific situations, and will immediately realize benefits from the class.
On-Site Tailored Classes
Service Strategies offers two-day instructor-led classes at your site for up to 20 students per class. Certified instructors with extensive software support industry experience lead these problem solving workshops. Before the workshop, instructors will research your company and tailor the classes to your specific needs and goals. The problem solving workshop includes role-plays, team exercises, and discussions of concepts that tailored to the experiences of the participants.
Instructor-led Public Classes
Service Strategies offers public classes in various cities throughout the year. These classes are led by certified instructors with extensive, professional industry experience. If your company has more than six candidates for the course, you are eligible to host it on your premises. Contact Service Strategies for more information about this opportunity.
Who should attend?
This course is suitable for all levels of service and support professionals involved in solving technical issues. It will be particularly beneficial to Tier 1 and Tier 2 service and support staff
Service Strategies - Advancing Service and Support Excellence
Service Strategies strives to advance excellence in service by providing training, consulting, certification, and industry standard programs that always deliver consistent, quality service and support. Service Strategies applies a proven benchmark process to its programs in order to measure and...
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