Impact Learning Systems

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Diagnostic Troubleshooting Training

Trou­bleshoot­ing Skills Training

Course Con­tent

Diag­nos­tic Troubleshooting™

The num­ber one dri­ver of cus­tomer sat­is­fac­tion is the sup­port engineer’s abil­ity to effi­ciently and effec­tively diag­nose and trou­bleshoot the issue. Trou­bleshoot­ing goes beyond know­ing how the hard­ware or soft­ware is con­structed; it is a process for quickly and sys­tem­at­i­cally find­ing the root cause of a problem.

altitude testimonial treatment Diagnostic Troubleshooting Training

Diag­nos­tic Trou­bleshoot­ing™ is designed specif­i­cally to enhance the tech­ni­cal trou­bleshoot­ing abil­ity of front line sup­port engi­neers. As a result of this diag­nos­tic trou­bleshoot­ing train­ing, par­tic­i­pants will see their first-call-resolution rates and cus­tomer sat­is­fac­tion scores improve while their res­o­lu­tion time decreases. Addi­tion­ally, your team will have a con­sis­tent approach to solv­ing prob­lems, thereby pro­vid­ing a con­sis­tent cus­tomer expe­ri­ence and eas­ily facil­i­tat­ing hand-off from Tier 1 to Tier 2 engineers.

This is the only train­ing course used by the Tech­nol­ogy Ser­vices Indus­try Asso­ci­a­tion (TSIA) for their CSP-II Diag­nos­tic Trou­bleshoot­ing Cer­ti­fi­ca­tion. It is also the only train­ing course used by the Com­puter Tech­nol­ogy Indus­try Asso­ci­a­tion (Comp­TIA) for their Cus­tomer Ser­vice Excel­lence accred­i­ta­tion program.

Prob­lem solv­ing and crit­i­cal think­ing skills are essen­tial to the diag­nos­tic trou­bleshoot­ing process. This train­ing pro­gram teaches tech­ni­cians how to apply a clear, log­i­cal, and sys­tem­atic approach to prob­lem solv­ing using a pro­fes­sional trou­bleshoot­ing process with an empha­sis on crit­i­cal thinking.

Take your cus­tomer sat­is­fac­tion scores to the next level. Call and ask for the diag­nos­tic trou­bleshoot­ing skills train­ing demo and course outline.