Training for Support Engineers and Analysts

The Art of Complex Support Series

support engineers This popular series focuses on managing interactions with customers. This is a good place to start for most organizations.

The Art of Complex Support
communication skills,
driving issues to resolution,
working with difficult customers more
The Art of Complex Support II
resetting expectations,
managing escalations,
developing empathy, and more
The Art of Managing Promises
making strong requests and strong promises,
with customers and internal players more

Wait! There’s more

We offer many other workshops that focus on other skills.

The Art of Troubleshooting – problem solving, from creating a proper definition of the problem through delivering a complete solution. more

The Art of Managing Knowledge – how to roll out a successful knowledge management initiative, and keep it going. more

The Art of Training – how to create training materials and make effective presentations, targeted towards non-professional trainers. more

The Art of Managing Projects – how to manage projects with cross-functional teams, for occasional project managers more

The Art of Managing Time – how to juggle customer interactions and internal projects, specially designed for the chaotic environment of support more

The Art of CRM – how to use tracking and knowledge management tools effectively (custom) more

Train-The-Trainer Option

Why reinvent the wheel? The Train-the-Trainer option allows you to train your own staff to deliver any of  our workshops, taking advantage of materials and techniques we have tested with hundreds of participants over the years.