ASP , TSANet, & FT Works-Support Engineers Workshops


ASP , TSANet, & FT Works Announce a Customer Skills Workshop With Francoise Tourniaire

By Al Hahn
Executive Director
The Association of Support Professionals

ASP, TSANet and FT Works today announced remote workshops for Technical Support Engineers. There will be three three-hour sessions over three consecutive weeks, February 17, 24, & March 3rd. Registration is now open. Classes are limited to a maximum of 20 people to insure interaction and that every attendee receives personal attention.

  • Building Trust: how to create rapport with customers from the first contact, how to make and manage commitments, and how to deliver bad news
  • Setting boundaries: how to say no to customers, how to handle inappropriate questions gracefully, and how to work with difficult customers
  • Flexing: how to recognize customers’ preferred style and how to flex to it

About the Instructor
Francoise Tourniaire is a well known support consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.

She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.

Non-Members $1,500 per person. ASP Individual Members pay $1,300, ASP Corporate Members and TSANet Members pay $1,100. Go here to register.

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