The May 2025 Technical Support and Help Desk Customer Service Essentials course is a high-impact, 3-hour session designed to equip your technical support and help desk employees with the professional customer service skills they need to excel.
Whether you’re onboarding new hires, refreshing seasoned employees, or upskilling staff who’ve never had formal customer service training, this course builds confidence, improves communication, and enhances customer interactions in a technical support/help-desk environment.
We go beyond outdated customer service clichés like “smile with your voice” or “use the customer’s name three times.”
Instead, this course is built on real-world insights from over 50,000 assessed phone calls, aligning with the ACXPA Contact Centre Phone Quality Standards to focus on five core competencies and 18 proven behaviours that drive better customer experiences.
✅ No rigid scripts – because they don’t work! Instead, we provide a structured, adaptable approach that helps employees communicate with energy, empathy, and clarity in key moments.
✅ Master call flow: Employees will learn to confidently open and close calls, diagnose root causes of customer issues, and ensure clarity and resolution throughout.
✅ Handle difficult interactions with ease: We teach a simple yet powerful two-step method to manage challenging customers and situations effectively.
This course delivers an immediate performance uplift, ensuring employees leave with practical, actionable skills that positively impact your business from day one.
If you’re looking for a fast, engaging, and results-driven training experience, you’ve found it! 🚀
May 2025 Technical Support and Help Desk Customer Service Essentials Course Fast Facts
Purpose Built: Designed specifically for any employee dealing with customers over the phone in a help desk/technical support role (office/admin, call centre, etc.)
Fast-Track Learning in Just 3 Hours: A single live, virtual training session designed to quickly build skills while minimising operational disruption.
Interactive & Engaging Delivery: Delivered live and online, ensuring a high-energy, practical learning experience that’s as enjoyable as it is effective.
Industry Alignement: Aligned with the Australian Customer Experience Professionals Association (ACXPA's) Phone Quality Standards, ensuring your team delivers exceptional customer experiences every time.
Expert-Led by Simon Blair: Designed and facilitated live by Simon Blair, one of Australia’s top customer service trainers — no scripted templates, just real-world expertise.
Built specifically for online/virtual training!
The May 2025 Technical Support and Help Desk Customer Service Essentials course has been specifically adapted to be delivered virtually/online from either the workplace or home.
At just three hours long, this course is specifically designed for online training to keep the costs low and enable your employees to acquire new skills in a short burst of interactive and highly engaging training.
So whether it’s a stand-alone refresher course for your current employees or part of an induction program for new employees, your employees will gain some new skills they can use immediately!
The course is typically delivered via Zoom (or Teams), which is easily accessible to anyone who has an internet browser.
This course can also be delivered onsite for private bookings and larger groups.
Is This Course Right for Your Team?
The customer service skills taught in this course are universally applicable across all industries, products, and services – perfect for any employee who provides technical support or help desk assistance over the phone, whether to internal teams or external customers.
If your employees have become a little stale, never received formal training, or you’re onboarding new team members who need the right skills from the start, this course ensures they master the fundamentals of delivering exceptional customer support when it matters most.
Who Should Attend?
This course is ideal for:
✔ Technical Support Agents & Employees
✔ Help Desk Staff
✔ IT Helpdesk Teams
✔ Call Centre Agents Handling Technical Support
Give your employees the skills, confidence, and structure they need to deliver clear, professional, and effective support—every call, every time. 🚀
Course Agenda
Over a 3-hour online/virtual training session, the May 2025 Helpdesk / Technical Support Customer Service Essentials course will teach your staff the critical skills for technical support that the most successful customer support employees in the world use to deliver superior customer experiences and efficient first contact resolution.
The skills taught are aligned with the Australian Phone Customer Service Quality Standards, consisting of five core competencies and 18 behaviours that are required to deliver great customer service over the phone, whether it’s in an office, contact centre or working from home.
Centred on empathy, discovery, clarity and energy, your employees will learn to be more confident, efficient and effective with every customer interaction.
The training consists of powerful demonstrations and practice in the essential behaviours across six key modules:
The Psychology of Customer Service
This module sets the scene about what your customers (internal employees or external customers) want and need when contacting your business for support.
Handling customer and staff enquiries when things go wrong with their products, services, or tech presents unique challenges. Understanding their psychology in these moments is key to unlocking superior service delivery.
How to Engage
Your employees will learn how to create a strong first impression by demonstrating empathy, ownership, and intent. They’ll also learn how to effectively manage expectations to build trust and confidence with customers that their technical issues will be resolved.
Needs Discovery
We’ll teach your employees the critical discovery techniques (as used by the FBI) to more effectively identify, check, and confirm the root cause of customer issues and what is needed to resolve enquiries in an efficient manner.
How to Educate and Inform
Participants will learn how to proactively educate and inform customers with technical instructions, product, service, and process information in a manner that maximises first contact resolution.
The key skills and behaviours covered include clarity, pacing, pausing, and consistent checks of understanding, comfort, and suitability.
How to Close Any Call
Your employees will learn how to avoid those often awkward, clunky finishes to calls through a simple method of strong final checks, expressions of gratitude, and a warm farewell that leaves a positive, lasting impression.
Handling Difficult Customers
Participants will learn (and practice!) a powerful two-step method for dealing with more difficult customers and situations, using the most appropriate language, empathy, and action.
They’ll also learn how to effectively validate and diffuse emotion to satisfy a customer’s emotional and transactional needs.
The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.
About Your Trainer
The May 2025 Technical Support and Help Desk Customer Service Essentials course is facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Rated 4.9 out of 5 from the latest 257 genuine reviews!
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Absolutely Recommended!
26 February 2025
Honestly it does not matter which industry you are working within, this face-to-face training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Customer Service
Reliable Roofing
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
24 February 2025
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Customer Support Specialist
REA Group
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
24 February 2025
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Customer Support Senior
Realestate.com.au
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
24 February 2025
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Customer Support Consultant
REA Group
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Engaging and informative training sessions
20 February 2025
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
CX & Digital Manager
Sealy of Australia
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
6 February 2025
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Head of Support
REA Group
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
6 February 2025
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Senior Customer Service Specialist
Viva Energy Australia
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
28 January 2025
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Senior Customer Support Manager
REA Group
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
23 January 2025
I felt Daniel was a wonderfully positive and communicative presenter.
Customer Service
MRC
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Your words are so important!
23 January 2025
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Customer Service Officer
Mackay Regional Council
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Dates, Times & Tickets
The May 2025 Tech Support Customer Service Essentials course is delivered live via virtual/online training and is a public course, which means there will be employees from other businesses on the course as well.
The course is delivered live at the following date and time:
- Date: Thursday, 15th of May 2025
- Time: 13:30 to 16:30 AEST (Melbourne, Australia)
As a public course, we typically have between 3 and 20 attendees.
If we have less than three attendees booked, we may elect not to run the course if it will compromise the training experience for attendees. In that instance, we will provide you the option of a full refund or move you to the next available date.
Date or time not suit?
Pricing and Payment Options
The public May 2025 T Help Desk / Technical Support Customer Service Essentials course is just $278 per employee ex GST for 3 hours of live, facilitated learning.
Simply select the number of tickets you require at the top of the page.
Payment can be made instantly using a credit card, or you can request an invoice on the checkout page (Payment must be made prior to the course commencing).
Available discounts:
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (including this one), plus membership includes 15 self-paced training courses. Learn More >
- Want to train all your tech support employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >
