Troubleshooting and Customer Service

We designed and developed a blended curriculum (ILT, e-learning, coaching) that was organized around ability level. With new hires, we focused on basic troubleshooting processes and tools. As they certified at each level and advanced, the training focused less on the technical troubleshooting aspects of the job and more on the inter-personal customer service skills, such as handling an irate customer. The highest level help desk personnel are taught how to mentor and coach the more junior personnel.