Service Management :
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This two-day course will present a systematic approach to troubleshooting and resolving customer issues faster and more effectively for improved customer satisfaction. It provides the learner with structured critical thinking techniques to make better decisions and proactively analyze and avoid problems.
This course is accredited by Kepner-Tregoe, experts in organizational issue resolution, and leads to Kepner-Tregoe Foundation certification. The objective is to introduce participants to deliver high quality and consistency in customer support.
Participants will learn the basic concepts of problem and incident management developed by Kepner-Tregoe and best practices used by customer service and support organizations around the world to improve process performance.
The Kepner-Tregoe methodology taught in the Foundation course is recommended by ITIL® as a best practice for problem analysis in the official Service Operation publication. A thorough examination of the Kepner-Tregoe Problem Analysis method, a step-by-step process of problem solving, is central to the course. The four fundamental KT processes (Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis) covered in the course enable professionals to apply a common step-by-step approach to troubleshooting.
ITIL provides a clear set of definitions around problem and incident management. KT processes answer the ‘How’ to tackle these problems and incidents!
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