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

Agenda

February 17th 11:30am to 2:30pm Pacific- Building trust: how to create rapport with customers from the first contact, how to make and manage commitments, and how to deliver bad news

February 24th 11:30am to 2:30pm Pacific- Setting boundaries: how to say no to customers, how to handle inappropriate questions gracefully, and how to work with difficult customers

March 3rd 11:30am to 2:30pm Pacific – Flexing: how to recognize customers’ preferred style and how to flex to it

 

About the Instructor

Francoise Tourniaire 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 $1,500 per person for non-members, ASP Individual Members pay $1,300, ASP Corporate Members & & TSANet Members  pay $1,100.