ASP , TSANet, & FT Works-Support Engineers Workshops

SoftSkillsForSupportEngineers

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

The Support Experience

ASP is partnering with SupportLogic to help them with their upcoming event SXLive. This conference will be virtual on April 5-7, 2022. The focus is on the Support Experience, something that we believe is of vital importance in this subscription economy for technology (and other) products and services.

ASP , TSANet, & FT Works-Leaders Workshops

ASP, TSANet and FT Works today announced remote workshops for Support Leaders. There will be six sessions over six consecutive weeks, February 24, March 3rd, March10, March 17, March 24, and March 31, 2022. Registration is now open.

ASP Announces Best Support Websites of 2021

Press Release August 26, 2021 Hot Springs, AR 71913 ASP Best Support Websites of 2021 Announced Al Hahn, Executive director of the Association of Support Professionals (ASP) today announced the winners of ASP's Best Support Websites 2021 competition. The top scoring websites were, (In Alphabetical Order:) NetApp Nutanix PowerSchool Red Hat Extra praise was garnered by Nutanix and PowerSchool for being best

The Power of Communities

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

About the Author:

Title