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. Details of the sessions are below:

  • Feb 17 (1:30pm-4:30pm CST) Building trust: how to create rapport with customers from the first contact, how to make and manage commitments, and how to deliver bad news
  • Feb 24 (1:30pm-4:30pm CST) Setting boundaries: how to say no to customers, how to handle inappropriate questions gracefully, and how to work with difficult customers
  • Mar 4 (1:30pm-4:30pm CST) 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.


Non-members pay $1,500 for all three sessions. ASP Individual Members pay $1,300, and ASP Corporate Members and TSANet Members pay $1,100.