Course Description:
This 2-day course will present a systematic approach to troubleshooting (and resolving customer issues) faster and more effectively than any other methodology. It provides the learner with structured critical-thinking techniques that enable participants to make better decisions and proactively analyze and avoid potential problems. The Kepner-Tregoe Foundation course provides participants with a common language in troubleshooting processes and the terminology, structure, and basic concepts of the Kepner-Tregoe problem and incident management techniques: Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis.
This course is accredited by Kepner-Tregoe and leads to Kepner-Tregoe Foundation certification. The course enables participants to deliver high quality, and consistency, in customer support. It also increases overall customer satisfaction.
Audience Profile:
Individuals with ITIL intermediate qualifications in Service Operation (SO) or Operational Support and Analysis (OSA) will find the Kepner-Tregoe Foundation course extremely beneficial in improving problem and incident management.
What You’ll Learn:
Participants will learn the basic concepts of problem and incident management to improve process performance and the best practices that are used by customer service and support organizations around the world.
At the end of the course, participants will have a solid understanding of the Kepner-Tregoe approach to customer issue resolution. The course will equip them with the knowledge they need to pass the 40-question exam allowing them to become eligible for the Kepner-Tregoe Foundation certification. The exam is not included in the course and can be taken at a later time.
Please contact us for a detailed course outline.