Course recommended for : Customer Service Managers, Field Service Engineers, Technical Help Desk Personnel, Technical support teams…
The problem solving issues you have to deal with…
For most companies selling technical products, whether it be hardware or software, the quality of the customer service & technical support provided will by crucial to the initial purchase decision and even more so for repeat purchase decisions.
As illustrated below:
Furthermore, unhappy customers are far more likely to talk about their experience to others than happy ones.
However, when you react well to a customer problem, you can actually enhance your reputation as a supplier.
Well aware of this most, if not all, companies selling technical products have dedicated customer service/technical support departments, with formal escalation processes like the one below which are often materialized through some type of case management software application.
In principle this is fine with just one major condition that must be satisfied for such a system to work, the people interacting directly with your customers must know what questions to ask and how to ask them and then present the information collected in a manner which facilitates sharing through the escalation process. The bigger and more geographically dispersed the organisation, the more important it is to insure that all those who participate in the problem resolution process share a common approach and a common problem solving language. Without this, it is very likely that those who actually have to solve the problems and/or decide what level of resources need to be allocated to resolving a problem that has grown in importance will lack the inputs required to react in a timely manner.
Our Customer Service & Technical Support package has been put together with exactly these considerations in mind:
- Effective Information Gathering & Questioning Technique focused on the questions people need to ask to understand a problem or incident and how to ask them in a manner which facilitates open expression and helps avoid the defensiveness often observed when those involved in an incident are questioned about it..
- Event Mapping which allows you to organise and categorise all the information available about an incident in a format which is particularly easy to share with others, from the initial incident evaluation through to the choice of corrective measures, their implementation and validation.
- Advanced IS – IS NOT Problem Analysis to stratify your problem description and get the level of insight required to quickly identify any unknown technical causes that need to be identified.
With this package you have 12 months access to all these courses with a 15% price reduction compared to individual puchases and with all the time you need to come back to us on the discussion forums with any questions you might have regarding the different methodologies