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.
Price
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.
Related Posts
ASP Best Support Websites of 2026
Hahn noted: "Average scores for the top websites have been increasing over the past few years. This year we saw our highest-ever score from Red Hat with an average of 895 points (out of 1,000).
ASP Best Support Websites of 2025
Each year ASP awards the best support websites. We have been doing this for 28 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
ASP Best Support Websites of 2024
Each year ASP awards the best support websites. We have been doing this for 27 years. I will tell you how sites are judged and awarded, but that is not the most important part of this activity.
AI for Support Portals
Support Portals are a necessity today. Users won't call support unless they are very desperate and making them desperate is not the way to keep them happy
Support Resources Don’t Fall From The Sky
It's obvious that support needs resources. What is not so obvious is how to get them. It is the support leader's primary job to get resources for their organization.
Mastering the Large Language Models(LLMs) Landscape: 5 Considerations for Customer Support Leaders
It took Facebook a total of 4.5 years to hit the 100 million users mark. WhatsApp and Instagram achieved that feat in 3.5 and 2.5 years respectively.
