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  • New SSPA course helps tech support reps play House.

    (EMAILWIRE.COM, May 17, 2008 ) SAN DIEGO - The Service & Support Professionals Association (SSPA) is introducing Diagnostic Troubleshooting™ a blended learning course that helps tech reps resolve even baffling customer support cases with the acuity of the TV sawbones, House, MD.

    With Diagnostic Troubleshooting™ reps learn a step by step process to help them:

    • Skillfully engage customers in surfacing the essence of the problem
    • Methodically sort through problem symptoms to get at the root cause
    • Decide which potential solutions to explore first
    • Make sure the proposed fix doesn’t cause more problems than it solves
    • Verify that the solution works in the customer’s environment

    “Too many support organizations emphasize product knowledge at the expense of providing a systematic approach to understanding what the underlying ailment is,” explains Stephen Smith, executive director of the SSPA. “The result is that you have a solution looking for a problem – with all of the false starts, dead ends and personal exasperation that entails.”

    Developed in partnership with support staff best practices authority, Impact Learning Systems,Diagnostic Troubleshooting™ blends online knowledge transfer with instructor-led reinforcement and post-training coaching to ensure maximum skill retention and behavioral change. Individual mastery is confirmed by an independently-graded exam awarding full SSPA certification.

    “When customers sense tech reps are shooting from the hip, their confidence takes a real nosedive,” says Malcolm Carlaw, Impact Learning Systems’ CEO. “Reps who have benefited from Diagnostic Troubleshooting™ make customers feel comfortable by getting the conversation going in a systematic, disciplined way. They are also able to resolve problems more rapidly, significantly improving support unit productivity and cost effectiveness.”

    Organizations wishing to pilot test Diagnostic Troubleshooting™ or debrief customer beta sites are welcome to contact Kurt Friedmann at or call (800) 545-9003.

    About the SSPA
    As the industry's foremost professionals association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry - from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. For more information, visit

    About Impact Learning Systems International
    Impact Learning Systems International helps companies increase their bottom line by improving the customer relations skills of their helpdesk and field service agents. As industry leaders in understanding and improving the representative/customer interaction, Impact offers training, consulting, and customized services to help the world's most successful companies build top-performing teams. For more information, visit the Impact customer service training website.

    Diane Brundage
    (408) 354-7136 x212


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