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 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.

Some of the training objectives…

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

Benefits

• 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