Diagnostic Troubleshooting to be Service Ready

Program description

Get to the heart of the issue.

Every organization designates dedicated customer service representatives to solve customers’ problems and issues. These issues require finding the right allocation of resources and time to resolve, often involving multiple touchpoints. Do your service professionals follow a repeatable, scalable process with consistently positive outcomes that result in decreased time to resolution?

Diagnostic Troubleshooting to be Service Ready gives your customer service teams a clear, logical and systematic approach to apply to problem-solving during the troubleshooting process. Reducing time-to-resolution and support costs, your teams learn strategies that lead to improved customer satisfaction scores with the right skills to troubleshoot effectively.

Learning objectives

• Recreate the conditions experienced by the customer.
• Perform verification testing.
• Gather facts about the problem.
• State the issue in problem statement format.
• Isolate the problem.
• Identify possible causes and prioritize probable causes.
• Work on addressable causes within their control.
• Identify one or more valid solutions.
• Reduce resolution risk.
• Apply justification criteria, evaluate options, and develop a resolution plan.
• Resolve the problem.
• Return the system to the customer with an explanation of the resolution, a demonstration that the system is now working, and expectations set for what to expect next.
• Provide clear, concise, and complete documentation.

What is Diagnostic Troubleshooting?

Diagnostic Troubleshooting customer service training offers a proven methodology that customer service reps can use to tackle root cause analysis of product- or process-related problems. Our Service Ready for Diagnostic Troubleshooting course breaks problem-solving down into six steps that are easy to follow: 

• Verify the problem: Test to verify the problem and understand the role of symptoms.
• Define the problem: Gather the facts, develop a problem statement and distinguish systems and subsystems.
• Isolate the problem: Use key tactics to isolate problems and clarify the problem statement.
• Identify the cause: Understand causal chains, develop a testing plan and identify addressable causes.
• Justify the solution: Understand and reduce resolution risk, establish criteria for justifying a solution and develop a resolution plan.
• Resolve the problem: Resolve the problem and return the system to the user, provide clear and useful documentation and develop tech notes.

Front-line customer service reps at all levels of your organization can use the customer service skills they learn in Service Ready for Diagnostic Troubleshooting in every customer conversation to get to resolution much more quickly--it takes mere minutes to implement all of the steps. And, by taking a strategic approach to resolving customer concerns on a consistent basis, it'll take significantly less time to resolve problems and improve customer satisfaction.

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