We offer a full range of training offerings tailored for support centers. All include copious amounts of role-plays and other exercises to ensure that the skills are internalized.
Our Train-the-Trainer option allows you to train your own staff to deliver any of our workshops. Why reinvent the wheel? Use the same materials we have tested with hundreds of attendees over the years.
For Support Staffers
Technical Support Skills – a two-day workshop that covers all aspects of providing excellent support including communication skills, teamwork, stress management, and how to manage conflicting demands.
Troubleshooting Skills – a one-day workshop that focuses on problem solving, from creating a proper definition of the problem through delivering a complete solution. Can be combined with the Technical Support Skills workshop.
Customer Service Skills – a one-day workshop especially designed for non-technical teams that interact with technically-savvy customers.
Account Management Skills – a two-day workshop for technical account managers to help them structure their services, show value to customers, deliver powerful presentations, and interface productively with the Support group.
For Support Managers
Managing Support – a three-day workshop for existing and prospective managers that covers all aspects of support management from strategy definition to implementation to people management in a support center. Ideal for freshly-promoted managers and managers who are new to Support.
Managing Commitments – a one-day workshop to transform your ability to make and obtain strong, clear promises, within the company and with customers.
The Knowledge Manifesto – a two-day workshop that covers practical knowledge management techniques for support operations. Works well with all knowledge management models.
Selecting and Implementing CRM Systems – a three-day workshop for everyone considering a tool purchase or about to implement a new tool. Specifically targeted towards business users.
Using CRM Systems – custom training for using support tools effectively.
Training Skills – a two-day workshop for technical individuals without a training background who need to create and deliver training. A great investment for technical gurus who need to share their knowledge.
Practical Project Management – a two-day workshop for non-professional project managers who need to lead projects that include cross-functional teams such as new product releases and customer implementations.
Time Management – a one-day workshop to increase efficiency and effectiveness, specially designed for the chaotic environment of a support center.