Course Overview

This one-day course introduces participants to a structured approach to problem solving. In daily work and life, we are constantly faced with problems that must be solved quickly and efficiently. Some are simple; others require deeper investigation and a greater investment of time and resources.

A structured troubleshooting process helps ensure that problems are resolved efficiently and effectively every time. When multiple levels of problem solvers are involved, a consistent process also ensures that the information gathered at each stage is useful to the next team.

Case studies are used throughout the course to give participants practice applying the troubleshooting process.

Course Goals

On completion of this course, participants will:

• Be better equipped to ask the right questions, leading to higher first-contact resolution
• Be better able to gather information in situations where they are not the subject matter experts
• Create clear problem descriptions that assist service team members when calls are escalated or transferred
• Learn to reduce customer frustration by minimizing repeat questions
• Learn how to methodically test conclusions before offering a solution to the customer
• Learn an approach to troubleshooting in teams