Problem Solving and Troubleshooting (text-based)
Problems happen — but it’s how your team responds that really matters. This training course helps customer-facing teams feel confident when things go wrong, equipping them with practical skills to diagnose issues, find solutions quickly and keep customer trust intact.
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Approach customer issues with clarity and confidence.
- Business Compliance
- 40 languages
- 10m
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Multiple use from as little as £5.00 pp
Single use £30.25 +VAT
- Price based on an average client order. Call us for a bespoke quote
- Multiple users across this or any of our other courses
- Designated Account Manager and full phone/email support
- Full access to our product
- Single user on this course
- 60 days’ unrestricted use
- Upgrade to subscription based training any time to suit you
Learning outcomes
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Be able to identify common customer problems
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Know how to uncover root problems
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Know a step-by-step process for solving problems
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Understand proactive customer support
Covered in this course
Course contents
This training course is broken down into 3 sections
- 1Identifying and diagnosing issues
- 2Effective troubleshooting techniques
- 3Preventing future problems
About this course
This course is designed to help employees approach customer issues with clarity and confidence. Explore how to identify common problems, uncover root causes, and follow a clear, step-by-step process to resolve issues effectively – all while maintaining trust with the customer. With a strong focus on proactive support and continuous improvement, this course helps teams move beyond quick fixes to deliver lasting solutions that improve the overall customer experience.
Available in 43 languages
All inclusive
Machine translated* content is included for free with all our popular courses
It covers LMS navigation, course transcripts and test questions. If you don’t see a course listed in the language you require, just let us know.
*Content which is not English may be machine translated and is for assistive purposes only. We cannot guarantee the accuracy of translations.
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Problem Solving and Troubleshooting certificate
Download and print
Each of our courses ends with a multiple-choice test to measure your knowledge of the material.
This Problem Solving and Troubleshooting course concludes with a 5 question multiple choice test with a printable certificate. In addition, brief in-course questionnaires guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.
As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.
What does my certificate include?
Your Problem Solving and Troubleshooting Certificate includes your name, company name (if applicable), name of course taken, pass percentage, date of completion, expiry date and stamps of approval or accreditations by recognised authorities.
Please note if you are using our course content via SCORM in a third party LMS then we are unable to provide certificates and you will need to generate these in your host LMS yourself.
Why is this training important?
When something goes wrong for a customer, the experience that follows often matters more than the problem itself. How quickly an issue is understood, how confidently it’s handled, and how clearly it’s explained can make the difference between a frustrated customer and a loyal one. Without the right problem-solving skills, even small issues can escalate, leading to repeat complaints, increased pressure on teams and damaged relationships.
This training helps employees approach problems calmly and methodically, rather than reacting under pressure or jumping to quick fixes. Learners gain the confidence to ask the right questions, identify root causes and follow a clear process that leads to effective, long-lasting solutions. This not only improves resolution times but also reduces repeat issues and unnecessary escalations.
The course also supports a more proactive approach to customer support. By recognising patterns, using data effectively and learning how to prevent common problems before they occur, teams can spend less time firefighting and more time adding value. For organisations, this means improved customer satisfaction, stronger trust and a more consistent, professional experience at every touchpoint — even when things don’t go to plan.
