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Provided by: Service Strategies Problem Solving and Troubleshooting WorkshopCall Center Training |
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Training
Provided by Service Strategies
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 & Troubleshooting course uniquely addresses this challenge.
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Problem Solving and Troubleshooting Workshop
This 2-day course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork. Participants find that the course builds on previous support specific programs and prepares them for a role of senior support analyst/engineer. This course further enhances the communication and advanced business practices skills needed for the next stage of a support professional s career.
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 & Troubleshooting 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.
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 & Troubleshooting 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.
About The Training Provider: Service Strategies
Service Strategies - Service Strategies has been delivering technology service
and support specific education for more than fifteen years.
Our content and expertise sets our education apart from
anything else in the industry.
Content - Our educational materials and interactions are
designed specifically for management and staff that work
in technology service and support. Our course content was
developed...
