Diagnostic Troubleshooting

Diagnostic Troubleshooting™

This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. It is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-II certification and by the Computer Technology Industry Association (CompTIA) for their Customer Service Excellence accreditation program.

The perfect course for:

Hardware support technicians.
Software support technicians.
Field service technicians.

This program is currently only available in a blended learning format.

Outline

This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. It teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process.

Take a closer look at the following module outlines to see the topics we cover:

Examples

View sample pages of the online version of Diagnostic Troubleshooting™

Diagnostic Troubleshooting™ sample pages

In this program participants learn about the importance of following a clear, logical, and systematic approach to problem resolution.

The instructor-led portion of the blended learning program gives participants the opportunity to review exercises, practice skills, and role-play various scenarios. They leave with the all the skills they need to effectively troubleshoot and resolve problems.

Delivery

Impact uses an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement, and post-training coaching to improve and sustain performance.

Online Knowledge Transfer - Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises, and action plans to help participants absorb and apply the knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.

Instructor-led Reinforcement - Classroom follow-up sessions provide participants the opportunity to discuss the learning, review exercises, interact with peers, and practice skills. Conduct the training yourself or use an Impact Certified Trainer.

Post-training Coaching and Support - Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefit of job aids and skilled coaching.

Purchase a ready-to-use Trainer’s Kit, attend a Train-The-Trainer workshop, or let one of our Impact Certified Trainers deliver the training on-site at your location.

Certification

Certification provides learners with positive feedback and recognition. Organizations gain the confidence that employees have the skill and ability to provide world-class service. This certification program also provides:

Recognition of competence
Standard of competence for all representatives
Reward for work well done
Visible measure of competence to customers

This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-II certification. It is also approved by the Computer Technology Industry Association for their Customer Service Excellence accreditation program. For more information call 805-781-3283 or 800-545-9003.

Related Links
Impact Certification
Industry Certification

Participant Testimonials

A great way to enhance current technical skills or to develop new ones.
I would recommend it to all support workers.
James Barnett
Support Analyst, Sage Software