This one-day course will introduce the participant to a structured approach to problem solving.  In our daily activity, both at home and at the office, we are constantly faced with problems and the need to solve them quickly and efficiently.  Some problems will be easy to resolve, others may require an investigation with the investment of much time and other resources.  A structured approach, a process, insures that problems are resolved efficiently and effectively every time. In addition, where multiple levels of problem solvers are involved, the process allows the gathering of information, vital to the next stage in the problem solving process.

Case studies introduced are intended to give the participant practice in applying the troubleshooting process.

Course Goals

On completion of this course, the participants will:

1. Be better equipped to ask the right questions, which will lead to a higher problem resolution at first contact.

2. Better able to gather information in situations where they are not the subject matter experts.

3. Create clear problem descriptions that will assist their service team members whenever calls are escalated or transferred to another team.

4. Learn to reduce customer frustration by reducing the number of repeat questions.

5. Learn how to methodically test conclusions before offering a solution to the customer

6. Learn an approach to troubleshooting in teams

Course Duration: 1 Day

QTT Curriculum

Module 1: Problem Solving

• The Definition of Troubleshooting
• Introduction to Problem Solving
• Recognizing Problems

Module 2: The Troubleshooting Process

• Conducting the Situation Appraisal
• Using Questioning Techniques
• Developing the Incident Statement
• Structuring the Problem Description
• Processing the Data
• Identifying Possible Causes
• Testing and Verifying Probable Cause
• Resolving the Problem

Module 3: Classification and Test

• Shortcut to Problem Solving
• Summary of Steps
• When is the Process Useful?

Module 4: Process Oriented Teamwork

• The Value Corporate Statements Bring to Teams
• Characteristics of Teams
• Teamwork and Service Incident Flow
• How QTT Process Promotes Teamwork

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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.