Technical Support Skills Workshop 9/12-13

Great tech support starts with great technical skills. But to be truly effective as a support rep or a support engineer requires some finesse in working with customers. The Tech Support Skills workshop is a practical, hands-on approach to confirming and enhancing your ability to relate to customers. It includes many opportunities to practice difficult situations in a safe, supporting environment. And it’s also a great venue for sharing and learning from “war stories”.

The workshop uses small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.

Open Registration

This is our first open-registration workshop in 14 years, and your chance to sample the workshop if you’d like to bring it in-house for your entire organization, or to get a few individuals trained if you already held an in-house workshop.


  • The Support profession
  • Listening skills
  • Magic words: good and bad
  • Effective communications via phone and email
  • The Support Loop (an intuitive and powerful tool to understand customer service)
  • Getting the customer to cooperate
  • Saying no
  • Taking control of the case resolution process
  • Customer styles: what they are and how to flex to them
  • The customer is not always right: how to handle the difficult ones
  • Teamwork
  • Managing escalations
  • Time management
  • Stress management


The workshop will be held at the TechMart in Santa Clara. Easy access from the entire San Francisco Bay Area, free parking, and we will supply lunch each day.

The workshop will be held from 9am to 5pm on Monday and Tuesday, September 12-13, 2011.


The fee for the workshop, including all materials and lunch both days, is $1595. You can substitute a colleague at any time if you find you cannot attend. There are no refunds.