The Art of Troubleshooting

The Art of Troubleshooting workshop focuses on problem-solving techniques in complex support environments. It 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.

Topics

  • The Basic Action Workflow (an intuitive and powerful tool to understand customer interactions)
  • Questioning techniques
  • Separating needs and wants
  • Creating a problem statement
  • Making a successful commitment to the customer
  • Creating an action plan
  • Problem solving techniques
  • Using internal resources wisely
  • Getting the customer to cooperate
  • Time management

We customize each delivery to suit your exact needs.

For more information or to schedule a session, please contact us.

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