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?
Service Ready™ for Diagnostic Troubleshooting gives your customer service teams a clear, logical and systematic approach to apply to problem resolution 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.
Diagnose Issues Without Trouble
Benefits of Diagnostic Troubleshooting Service Training
Reduce time-to-resolution and call quantity, teaching with staff to investigate and determine issues within the first call
Deploy common troubleshooting techniques and ways to work with key stakeholders during the resolution process
Build Brand Loyalty
Keep customers coming back with consistent and positive interactions even during challenging times
Formalize Your Process
Create a repeatable, systematic process for resolving customer issues that your service representatives can implement immediately so there’s no delay in finding a solution
Diagnose Issues Without Trouble
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Why Customer Service Training Matters
Too many organizations have not developed their customer service representatives’ problem-solving and troubleshooting skills. As a result, it takes too long for customer service reps to resolve customer problems, the organization’s customer satisfaction scores drop and inefficient customer service processes drive up the organization’s costs.
Customer service training targeted to reps’ critical thinking skills is essential to improving organizations’ customer experience strategy. In Diagnostic Troubleshooting, service techs and other reps learn how to take a systematic approach to problem solving that’s grounded in a clear, logical process designed to find the root cause of a problem.
By offering customer service training to your customer service reps, your organization demonstrates to customers that resolving their problems is your top priority, enabling your company to compete in the market. You also resolve customer problems as quickly as possible, and on the first attempt, accelerating the time to resolution, reducing escalations and increasing employee satisfaction. Your customer service team will also be able to take a logical approach to solving problems and thereby deliver a more consistent customer experience.
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. The 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 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 takes significantly less time to resolve problems and improve customer satisfaction.
Customer Service Training for Troubleshooting Skills
The course consists of four modules designed to improve organizations’ customer experience strategy.
- Your Prep Area: Customer service reps learn how to make good decisions: they learn the elements of diagnostic troubleshooting, including how to use clear, logical and systematic thinking and how to recognize common errors and pitfalls in ordinary thinking. This module also reviews examples of when troubleshooting is needed. Additionally, customer service reps can download valuable tools that they can use throughout the course.
- Your Laboratory: Reps discover how to apply what they learn to real-life examples that show how to use the troubleshooting framework.
- Your Field Trials: This module demonstrates how well customer service reps understand the material and delivers performance support tools that organizations can use to reinforce their attendees’ learning. It also includes a troubleshooting resource kit that consists of seven activities.
- Industry Examples: Customer service reps apply the Diagnostic Troubleshooting methodology to problems in various industries, including software, financial services, healthcare and insurance. Miller Heiman Group can also develop client-specific cases for classroom sessions to reinforce the key customer service training concepts that it imparts.
How Customer Service Reps Benefit From Customer Service Training
Having a clear approach to problem-solving avoids the need to escalate problems to the next, more expensive tier of customer service or to a manager. If problems can be resolved with the lowest-tier, least expensive resources, then organizations can make the most of their limited time and avoid sending less critical problems to costly resources.
Let’s look at how a failure to take a consistent approach to customer service plays out in two common customer service scenarios.
First, in too many organizations, customer service is unevenly delivered, depending on the rep or channel. For example, let’s say one rep, Tom, likes to solve problems quickly. He has a clear process for arriving at solutions and prides himself on helping customers quickly. Meanwhile, his colleague, Jerry, likes more complex solutions and spends more time considering multiple solutions and making suggestions to customers without getting to the heart of the problem. While Jerry enjoys the problem-solving journey, he doesn’t realize that he is wasting his company’s time, driving up the cost to serve customers and contributing to lower customer satisfaction scores. Organizations need a way to reduce the risk that reps like Jerry pose, ensuring that all reps are identifying the best solution to address customer needs as quickly as possible.
In the second, a technical support rep doesn’t know how to ask the right questions to identify the proper resolution to satisfy the customer’s concern. For instance, let’s say a customer calls their internet service provider to complain that their service is down. The provider’s technical support rep may ask the customer a series of questions. While the technical support rep wants to solve the problem, the questions aren’t helping them figure out what the true issue is: the customer is using a splitter. Unable to solve the customer’s problem over the phone, the technical support rep escalates the customer’s issue to a field customer service technician. On the day of the scheduled appointment, the tech spends less than a minute looking at the customer’s router to determine the cause of the problem, pops off the splitter and has fixed the customer’s problem. Going forward, the field tech should report back to the technical support team that reps should add a question about splitters to their script—a question that will, going forward, save the organization significant amounts of time and money.
The consistent, clear approach to customer service training based on the customer experience best practices taught in Diagnostic Troubleshooting ensures that organizations get better results—and more satisfied customers—with every interaction.
Customer Service Training Improves Key Customer Service Metrics
Organizations in every industry can benefit from customer service training that focuses on customer experience best practices. Here’s a sampling of results from some of our clients:
- A global cloud communications company saw a 21% reduction in its backlog of customer concerns, shortened its initial response time from 66.2 to 31.16 hours and improved its Net Promoter Score by 14.54 points.
- A multinational telecommunications and networking solutions conglomerate improved its customer satisfaction (CSAT) scores by 7 points, shortened its fixed response time, increased customer renewals by 12% and improved the number of cases closed in 10 days to 93.7%.
- A community management, social media marketing and software company increased its CSAT score from 92.54% to 98.41%, reduced its initial response time from 5.3 hours to 2.9 hours and improved its resolution time by 10%.
- A healthcare delivery organization decreased service escalations by 66% and improved its Net Promoter Score by 12%.
- A leading online video hosting platform improved its first interaction resolution by 6% and raised its CSAT score to 9.58 (out of 10).
Are you ready to join the ranks of organizations like these and take your customer service metrics to the next level? Contact us to learn more about how our Diagnostic Troubleshooting training can improve your organization’s customer experience strategy.