Problem Solving & Troubleshooting
Overview
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 workshop 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. The program teaches service 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. 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.
The benefits to the organisation include reduced issue resolution times, higher first contact closure rates, fewer customer call-backs for additional information, increased efficiency and consistency, more complete escalations, higher levels of customer satisfaction and improved teamworking and collaboration.
Course Modules
- Engage the Customer
- Define the Problem
- Analyse the Problem
- Develop the Solution
- Close and Learn
Delivery and Duration
This course is available as a closed class. The workshop duration is two days taught in a classroom environment.More information
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.
90 Comments
Thank you for teaching us these skills needed to carry out our jobs.
Enjoyed it, helped give clarification to methods I use and reinforced it.
Instructor (Steve) was patient and was able to explain perspectives previously I wouldn’t have thought of. Problem solving as a life skill.
Great Instructor – appreciate Steve’s understanding.
Brilliant course, very informative and the trainer has a wealth of experiences and relates that to real life examples. Thank you for running an excellent training course!
Great 2 days, thank you for your time
Thank you I feel introduced to some important skills. Now I need to apply them.
He made it very interesting and enjoyable.
Stronger Lego Bricks!
It was excellent
Great experience and feel very motivated to implement fresh ideas.
Worth it.
Make info pack/content smaller and focus on exercises. Consider 3 day duration. Consider cheaper location to reduce total cost.
Thank you Steve! Great class and thank you for all the valuable information you have taught us!
The instructor was very engaging and informative. Overall I was very happy
Very good course. I have picked up plenty of information on how to put this into practice.
Thank you. It was very thought provoking. Hopefully will learn to use mind maps more / fishbone.
Thank you for your efforts in preparing this class. It helped me a lot personally. Will review the info regularly.
I would enjoy to take a follow up course if available.
Many Thanks!
Second day was awesome, first day is too much detail for L1 and L2 support.
Thank you for a great course.
Thank you very much / Matt
Everything was great – easy to follow, interesting, and has given me lots to try in my job going forward.
There is only one thing. Why there is no certification for this training?
Very good job. Well done 🙂
A lot of information for 2 day. Would have been more effective to spread it out.
I believe this class should be available when we begin the job.
Excellent course. Excellent presentation. very practical. Challenge is to integrate.
Great relevant material. Will be using these methods going forward.
I would like to see more time spent on topics within my sphere of influence.
Thanks very much for the class last week, it’s already helping me close more cases! 🙂
It was a great pleasure to take this course. It was very funny and pleasant. I really enjoy the games.
Instructor = 6/5
Really satisfied with the class. Enjoyed working with Steve.
Perfect!!!
Very helpful! Thank you!
Good teacher
This class gave me a new idea for support skills.
Very useful training. I got what I want.
Thanks Steven. This course was great to help me!!!
Very useful course.
Very good. Killer Q’s list great idea. Will try to push it here for new hires + as a TSE aid.
Excellent all round. Maybe include a section on confirming resolution with 3rd parties responsible for maintaining a clients environment.
Very informative, educational and a bit of fun. Thanks a lot.
Enjoyed use of fishbone and other diagram tools for brainstorming solutions/questions to customers.
Well presented and relevant.
Really helpful – At the start I was quite cynical that we could find a new methodology for supporting ICM. But we have a number of different things to take away and implement which could dramatically improve our work. Thank you.
Was very happy and delighted to have completed this course. Definitely worthwhile.
Very good instructor. Seemed to be aimed at entry level support during the first day.
Excellent course! Now I have to start applying what was learned so I can retain the information and change my habits. Thank you, Steve!
Well done. Good work!
Excellent course, well presented. I will recommend this company to others who could benefit from this experience.
Instructor was very motivated, explained everything very well. Smaller t-shirts 🙂 Learned VERY good techniques for troubleshooting and problem solving.
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.
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.
GREAT. I really enjoyed the class. Lot of tips – mind maps.
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.
Presenter did well, he explained very well and the information has been very useful for my daily job.
Very satisfied. Would suggest that tutor can help us to review support process. A must for new hires.
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.
Every topic was useful. Very informative. Would expect more student activities. Bridge building exercise was very good.
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!
Completely satisfied. The class was very effective and informative. Steve was excellent in explaining the topics and was very easy to understand.
Perfect!
Good to have a trainer who has lots of field experience.
Best course I followed in years.
Very good class for support staff. However, mgmt course should have taken place before for the managers.
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
Great course! learned a lot from it and already adopted many techniques. Instructor 10 out of 5.
Steve is an experienced professional and has most relevant information that can help our support team.
Excellent course. Time to re-evaluate my methods!
The instructor initially based a lot of the course on telephone support. Quickly adjusted once the class needs were identified.
Good course.
I think the material was excellent, but in general could be condensed maybe 15% or so. Steve had many good, direct examples and knows our industry. Just slightly differences between software support and hardware.
Very good presentation and material which is very relevant to what I am doing. Thank you Steve.
The instructor was enthusiastic and encouraging. The materials/examples were relevant, most of the time. Some relating to production were less relevant. One the whole, a really enjoyable course. Thanks.
Steve is the key point. His experience on support allows him to provide live examples of the different situations he has experienced.
Very good trainer – well done! You know what you are talking about.
The best course and instructor I’ve had regarding Problem Solving & Troubleshooting. Thank you.
Great course, really mind opening.
I really do hope that I can implement what I’ve learned on this course. Management should get us to revisit this material as soon as possible. Thanks!
Love to have Steve come and consult in VM Ware.
Some detailed catering to IT field specific references. I.e. case handling examples, example tools related to IT support cases.
The instructor, Steve Brand, was excellent and his experience in the IT and Tech support contributed greatly.
Fantastic class. Need more like it for everyone in the organization.
Very good instructor!
Useful information which came at the right time for me (as beginner in support). Lateral thinking is a way to explore in the future.
Liked the “take aways” – ideas that could benefit the whole organisation, not just the individuals in the class.
Very informative. Look forward to putting what I learnt into practice. Particularly interested in the documentation and capturing information in our knowledgebase.