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
Help! I’m Growing Too Fast!
Are you facing steep growth? What are you doing to cope and thrive?
Do you have ideas for using AI?
According to Svetlana Sicular of Gartner the reason why AI initiatives are rolling out so slowly, is the lack of ideas. Françoise Tourniaire of FTWorks offers insights and ideas for applying AI to Support.
5 Ideas for Improving Your Support Operations in 2020
It's this time of the year when we think, or rather, we know that we are walking into a brighter future. Françoise Tourniaire of FTWorks offers 5 ideas for improving your support operation.
Veritas – 2019 ASP Top Ten Winner Profile
Veritas was a winner in ASP’s 2019 Top Ten Best Support Websites competition in the large company category. Like several other winners, and many companies, they were acquired and then spun back out later. Their essay documents some of the challenges that they had to conquer. This has become such a common issue that it is almost a rite-of-passage experience today. Overall,
How Many Accounts Can a CSM Manage?
How many accounts can a CSM manage? The right answer is, "it depends." Françoise Tourniaire of FTWorks offers some key observations.
Resideo – 2019 ASP Top Ten Winner Profile
Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well. That said, it is apparent that they still have a ways to go to catch up to some of the more elite companies, such as Red Hat. This is a very good start, however and a great achievement for them. We look forward to seeing how they continue to improve their site next year. Learn how the Resideo team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts.
