Troubleshooting Skills Workshop
Are your support engineers expected to resolve complex technical issues that require troubleshooting? Do issues get escalated because basic questions were not asked upfront? Do you find that customers are given unrealistic commitments that then need to be reversed? Are senior support engineers overburdened? The Problem Solving Skills workshop is the answer.
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.
Topics covered include
- 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.