Effective technical problem resolution includes using excellent communication skills with customers at different knowledge levels while simultaneously making judgments about the information provided and asking key questions to gather the appropriate information. This can present a significant challenge to support professionals - especially in today's market where customer satisfaction is derived from effective communication in an ever changing environment of technology. The Problem Solving & Troubleshooting course uniquely addresses this challenge.

This 2-day course teaches the communication and analytical skills necessary to isolate customer problems and identify the troubleshooting skills required to resolve them. Participants learn a five-step framework that includes engaging and communicating with the customer, defining the problem, analyzing the problem, selecting and developing a solution, and following-up with preventive actions. This framework provides organizational methodology and consistency to problem solving and develops individual team member's critical thinking skills.

This comprehensive approach ensures success through presentation of concepts and the application of those concepts incorporated into issues brought to class by students. These real world problems are resolved in class using the skills taught. Students will return to the job armed with experience in working through the framework applied to their specific situations, and immediately realizing benefits from the class.

Request a full course outline for Problem Solving & Troubleshooting 

Who Should Attend:

• This program is applicable to all levels of support professionals that are involved in solving technical issues

How Problem Solving & Troubleshooting is Offered

On-Site Tailored Classes:

Two-day instructor-led classes are offered at your site for up to 20 students per class. Professional, certified instructors with extensive software support industry experience lead the classes. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The course includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students.

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Superior customer service is critical to continued success for any service organization. This 1-day course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. In today's competitive market, superior customer service is critical to continued success for any service organization.

In this course, participants learn and practice essential skills through real world exercises and group activities to ensure skill transfer to the job and return on training investment for the organization. The course teaches critical skills in professionalism, communication, management of the call, the customer, and job stress, as well as cross selling (in the onsite class).

Request a full course outline for Service Representative 

Who Should Attend:

• Customer service representatives
• Call dispatchers
• New hires

How Service Representative is Offered:

On-Site Tailored Classes:

One-day instructor-led classes are offered at your site for up to 20 students per class. Professional, certified instructors with extensive experience in the software support industry teach the classes. Prior to class delivery, instructors gather relevant information about your organization that is used to tailor the classes to your specific needs and goals. The course includes role-playing exercises, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students. Learn More 

SCP Career Certification Exam:

This course prepares students to take the online exam and become a Certified Service Representative

Online Self-Paced Course:

The Service Representative online training course is structured to provide a combination of teaching and interactivity that enables the student to not only learn valuable information, but also to apply that information to real world situations. Upon registration, a student is allowed access for 60 consecutive days to complete the course.

Post-class assistance is available to ensure transfer of skills to the job in order to measure return on investment.

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The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.

This 2-day course trains support professionals in the customer skills necessary to deliver quality services in today's complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, and teamwork, among others.

Request a full course outline for Support Professional 

Post-class assistance is available to ensure transfer of skills to the job to help measure return on investment. Learn more about this management workshop, “Making It Stick.”

Who Should Attend:

• Support professionals/analysts at Tier 1 and 2 levels
• New hires
• Members of your organization that interact with customers 

How Support Professional is Offered

On-Site Tailored Classes:

Two-day instructor-led classes are offered at your site for up to 20 students per class. Professional, certified instructors with extensive software support industry experience lead the classes. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The course includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students. Learn More 

Online Self-Paced Classes:

The Support Professional online training course is structured to provide a combination of teaching and interactivity that enables students to learn valuable information, and also to apply that information to real world situations. Upon registration, students are allowed access for 60 consecutive days to complete the course.

Register Now for an Online Self-Paced Class 

SCP Career Certification Exam:

This course prepares students to take the online exam and become a Certified Support Professional.

Public Classes:

Instructor-led public classes are offered at various sites throughout the year for a maximum of 20 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.

Hosting opportunities are available for the public Support Professional classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative. For more information regarding hosting, please contact Service Strategies at info@servicestrategies.com or call 1.800.552.3058.

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This 2-day course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork. Participants find that the course builds on previous support specific programs and prepares them for a role of senior support analyst/engineer. This course further enhances the communication and advanced business practices skills needed for the next stage of a support professional’s career.

Request a full course outline for Support Specialist 

Post-class assistance is available to ensure transfer of skills to the job to help measure return on investment. Learn more about this management workshop, “Making It Stick.”

Who Should Attend: 

• Experienced support professionals/analysts at Tier 2 and 3 levels
• Anyone with the potential for a career in support services

How Support Specialist is Offered

On-Site Tailored Classes:

Two-day instructor-led classes are offered at your site for up to 20 students per class. Professional, certified instructors with extensive software support industry experience lead the classes. Prior to delivery, instructors gather relevant information about your company that is used to tailor the classes to your specific needs and goals. The course includes role-plays, team exercises, and discussions of concepts that are most relevant when tailored to the experiences of the students. Learn More 

SCP Career Certification Exam:

This course prepares students to take the online exam and become a Certified Support Specialist.

Public Classes:

Instructor-led public classes are offered at various sites throughout the year for a maximum of 20 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.

Hosting opportunities are available for the public Support Specialist classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative. For more information regarding hosting, please contact Service Strategies at info@servicestrategies.com or call 1.800.552.3058.

View full course schedule