Customer Service Skills: How to Troubleshoot Customer Issues

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Course features
  • Category: Customer Service
  • Course Length: 7 minutes
  • Series: Customer Service Skills
  • Video Length: 4.75 minutes
  • Author: The URL dr
  • Resources: Troubleshooting Customer Service Problems Checklist
Course overview
In this micro course, you’ll first learn what troubleshooting is and why it can be challenging. Then, you’ll get an effective three-step process for tackling unfamiliar customer issues. 
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Course Learning Objectives
  • Define troubleshooting
  • Utilize the three step checklist for troubleshooting customer service problems
  • Successfully troubleshoot customer issues
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Certification included
Downloadable certificate upon completion.

How to fix a customer problem

"How to Troubleshoot Customer Issues" will explore how to help customers when you don't automatically the issue at hand. Unfamiliar problems can take a lot of work to solve. An unfamiliar problem’s solution may not be apparent or straightforward. Often, you’ll need to ask the customer a lot of questions, bring in third parties for help, or try out multiple “fixes.” And if the process goes on too long, the painful experience of getting to that point may be the only thing your customer remembers anyway—even if you find a solution. Learn what can you do to streamline your problem-solving and improve the customer experience. The key to navigating unfamiliar problems successfully is following a repeatable troubleshooting process.
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Relationship Building

Problem Solving

Customer Service

Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author