The Art of Troubleshooting

Want an actual methodology for troubleshooting, rather than a scattershot approach? We can help — without burying support engineers in a rigid, time-consuming approach.

The Art of Troubleshooting workshop introduces a minimalist, but highly structured troubleshooting methodology that ensures that support engineers first get a full description of the problem before embarking on a resolution. It’s useful to both first-line engineers and highly experienced engineers. It’s a one-day workshop.

  • 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.
  • This workshop is an ideal companion to The Art of Complex Support, which focuses on positive customer interactions, and can be combined with it to be delivered in a 2.5-day format.

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