Problem Solving & Troubleshooting


Effective technical problem resolution requires the ability to communicate effectively with customers at different knowledge levels, asking key questions to gather the appropriate information and simultaneously making judgments about the information provided. This presents a significant challenge to support professionals in a 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 two-day workshop style course begins by teaching the communication skills needed to get the customer wanting to cooperate in isolating the problem and then builds into the generic troubleshooting skills needed to resolve complex problems in a systematic way. Participants learn a five-step framework that includes engaging and communicating with the customer, defining the problem, analysing the problem, selecting and developing a solution and following-up with preventive actions. In addition to developing individual support employees problem solving skills, this framework also provides an organisational methodology that leads to greater consistency in troubleshooting.

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 realising benefits from the class.

Who Should Attend

The program teaches support professionals the skills required to troubleshoot and resolve technical issues at all levels. Front line staff as well as back line, experienced staff will benefit from these hands-on strategies and techniques.

What You’ll Learn

  • Communications
  • Information gathering and questioning
  • Critical thinking
  • Problem definition
  • Lateral thinking/creative analysis
  • Decision-making
  • Teamwork
  • Feedback methodology


  • Improved satisfaction survey results as related to issue resolution, professionalism and accuracy
  • Reduced issue resolution times
  • Higher first contact closure rates
  • Reduction in issue re-opens
  • Reduction in call-backs for additional information, i.e., fewer calls per case
  • Improved satisfaction at the escalation level with the quality and completeness of information coming from the support staff
  • Improved collaboration/teamwork
  • Improved consistency in process

More information

To request a course brochure, please complete our Contact Us form.


  1. Mario Flachmann says:

    Great course! learned a lot from it and already adopted many techniques. Instructor 10 out of 5.

  2. Robin Klaus says:

    Instructor has a very good understanding ability for company-specific problems and challenges. Adapted very well to the individual needs. Very comprehensive, inventive, conclusive. Excellent summarizing and examples. Helpful tools and approaches. Thank you

  3. Martin Wan says:

    Very good class for support staff. However, mgmt course should have taken place before for the managers.

  4. Remi Sprangers says:

    Best course I followed in years.

  5. Johan Baptist says:

    Good to have a trainer who has lots of field experience.

  6. Peter Huisman says:


  7. Rajesh Gundepally says:

    Completely satisfied. The class was very effective and informative. Steve was excellent in explaining the topics and was very easy to understand.

  8. Rajesh Tiwari says:

    All the techniques specified by Mr Steve can increase the productivity and efficiency in our day to day work. Tools used have been excellent. Good job Steve. Have a great one mate!

  9. Biswanath Das says:

    Every topic was useful. Very informative. Would expect more student activities. Bridge building exercise was very good.

  10. Mohit Srivastava says:

    Excellent. Would recommend to new hires. Instructor could be useful in restructuring the support process that we follow and his consultancy could be used for enhancement.

  11. Rajesh Vasu says:

    Very satisfied. Would suggest that tutor can help us to review support process. A must for new hires.

  12. Afshin Parvazi says:

    Presenter did well, he explained very well and the information has been very useful for my daily job.

  13. Martin Langolf says:

    Very good Troubleshooting training, and a very good presenter. The training could be more product specific. Examples are well presented, but could be more focused on finer details to prevent the errors discussed in class.

  14. Maxime Garcia says:

    GREAT. I really enjoyed the class. Lot of tips – mind maps.

  15. Alain Kanza says:

    Thank you very much for teaching me some useful things to be use in my Tech Support and my life as well. Special Fish bones diagram. I need to read a manual.

  16. Bernd Daniel says:

    Hello Steve, I liked and enjoyed the course very much and you are one of the best instructors I met (and that’s the truth). I would be glad to receive information on the content of the other courses.

  17. Maike Wrede says:

    Instructor was very motivated, explained everything very well. Smaller t-shirts 🙂 Learned VERY good techniques for troubleshooting and problem solving.

  18. Sean Cross says:

    Excellent course, well presented. I will recommend this company to others who could benefit from this experience.

  19. Stephen Lyons says:

    Well done. Good work!

  20. Mike Pawluk says:

    Excellent course! Now I have to start applying what was learned so I can retain the information and change my habits. Thank you, Steve!

Leave a Reply

Your email address will not be published. Required fields are marked *