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.
What You’ll Learn
- 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
78 Comments
Great relevant material. Will be using these methods going forward.
Excellent course. Excellent presentation. very practical. Challenge is to integrate.
I believe this class should be available when we begin the job.
A lot of information for 2 day. Would have been more effective to spread it out.
Very good job. Well done 🙂
There is only one thing. Why there is no certification for this training?
Everything was great – easy to follow, interesting, and has given me lots to try in my job going forward.
Thank you very much / Matt
Thank you for a great course.
Second day was awesome, first day is too much detail for L1 and L2 support.
Many Thanks!
I would enjoy to take a follow up course if available.
Thank you for your efforts in preparing this class. It helped me a lot personally. Will review the info regularly.
Thank you. It was very thought provoking. Hopefully will learn to use mind maps more / fishbone.
Very good course. I have picked up plenty of information on how to put this into practice.
The instructor was very engaging and informative. Overall I was very happy
Thank you Steve! Great class and thank you for all the valuable information you have taught us!
Make info pack/content smaller and focus on exercises. Consider 3 day duration. Consider cheaper location to reduce total cost.