Overview and objectives

This course is delivered as blended online learning.

Problem solving skills are essential to the troubleshooting process. 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.

Our customer service online learning

Our online customer service courses use 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 their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a 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 benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Exercise your brain – making good decisions
Introduction
Does that make sense? Identifying characteristics of rational decision making
Where did I go wrong? Common decision making errors and pitfalls
What is troubleshooting? An introduction to diagnostic troubleshooting
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: Prove it! – verifying the problem
Introduction
Check it out: Know what you’re looking for
Let’s be sure about this: Observe and take notes
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: Name that issue – defining the problem
Introduction
The problem universe Identifying the technical environment
What do you know? Gathering useful information
Focus your efforts: Creating a problem statement
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: Divide and conquer – isolating the problem
Introduction
Isolating the problem Limiting your search
Narrow the search Tactics for isolating problems
Revisiting when and then Refining your problem statement
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: Seek the truth – identifying probable causes
Introduction
Develop a testing plan Organise your approach
Follow the causal chain Understanding causal relationships
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Make your case – justifying your solution
Introduction
Evaluating your options Finding an appropriate solution       
Resolution planning Controlling the process
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 7: Finishing with style – resolving the problem and wrapping up
Introduction
Resolving the problem Implementing the plan
Contributing your knowledge Providing clear, useful documentation
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans