Live online public course with Simon Blair
Technical Support Customer Service FoundationsTuesday 16 and Wednesday 17 March 2027
Six hours of live training that builds the customer service skills help desk and support teams need on the phone, by email and in chat, with more practice so the skills stick.
Two live 3-hour sessions with Simon Blair, plus a certificate. Book one ticket or several for your team.
- ACXPA certified course
- Live, expert-led training
- Certificate included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for you
Immediate impact, with skills that stick
Your team can use the Session 1 skills on real tickets straight away, and the gap before Session 2 lets them try the skills and come back with questions.
Session 2 focuses on resolution: educating users, closing with impact and handling difficult interactions with emotional intelligence.
- Faster path to the root cause
- More first contact resolution
- Calmer handling of tough calls
Know what users want
What makes a poor, average or superior support experience.
Engage with confidence
Empathy, ownership and intent that build trust.
Find the root cause
Three discovery techniques to identify the real issue.
Explain clearly
Technical instructions with clarity, pacing and checks.
Close with impact
Final checks, thanks and a warm farewell.
Handle difficult customers
The science of emotions and a two-step method.
The course
Two sessions: the support call framework, then resolution
Technical Support Customer Service Foundations runs over two live 3-hour sessions. Session 1 builds the framework, and Session 2 drives resolution and handles difficult interactions.
Live feedback, role plays, real-world examples and Q&A run through both sessions.
Onsite, it can run as a half-day workshop.
- 2 × 3 hoursOr a half day onsite
- Online or onsitePublic online; private either way
- Public or privateOne ticket or your whole team
- CertificateFor everyone who completes
What’s covered: six modules over two sessions
Session 1 builds the support call framework. Session 2 drives resolution.
The Psychology of Customer Service & Support
What makes a poor, average or superior support experience.
- What users want
- Types of difficult customers
- Setting expectations
How to Engage
A strong first impression with empathy, ownership and intent.
- Empathy and ownership
- Managing expectations
- Building trust
Needs Discovery
Three discovery techniques to confirm the root cause.
- Techniques used by the FBI
- Identify and confirm
- Efficient resolution
How to Educate
Technical instructions that maximise first contact resolution.
- Clarity and pacing
- Checks for understanding
- Checks for suitability
How to Close
Strong final checks and a warm farewell.
- Final checks
- Thanks and gratitude
- A lasting impression
Handling Difficult Customers
The science of emotions, and a two-step method to calm them.
- Emotions in real time
- The two-step method
- The right language
Training a whole team? Talk to us about a private course
Compare technical support courses
Compare the three technical support courses
All three courses teach the same proven approach. Essentials is a fast 3-hour version, Foundations adds practice, and PRO goes further again for teams who want to master support calls.
| Compare | Public or privateTechnical Support Customer ServiceEssentials | This courseTechnical Support Customer ServiceFoundations | Private onlyTechnical Support Customer ServicePRO |
|---|---|---|---|
| Length | 1 × 3-hour sessionlive online or onsite | 2 × 3-hour sessionsor a half day onsite | 3 × 3-hour sessionsor a full day onsite |
| Price | $315per person, ex GST | $485per person, ex GST | $645per person, ex GST |
| Availability | Public or private | Public or private | Private only |
| Best for | New starters, or a fast refresh for experienced staff. | Anyone who wants skills to stick through practice. | Teams who want to master support calls. |
| Includes |
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| Link | View Essentials | You’re on this page | View PRO |
Not sure which course suits your team? Ask for a recommendation
Getting sign-off?
Everything your manager needs, in one PDF
Download a two-page fact sheet for Technical Support Customer Service Foundations: outcomes, modules, format, price and options, plus how it compares with our other technical support courses.
Course fact sheet (PDF)
Outcomes, modules, format, price and how to book, ready to forward or attach to an approval.
Download the fact sheetPrefer to talk it through?
Not sure which course or format suits your team? Get in touch and we’ll help you choose.
Talk to usWho it’s for
Who is technical support customer service training for?
Anyone in a phone-based or hybrid support role who needs to balance problem solving with a calm, professional customer experience.
IT support and service desks
Internal or external support for staff, customers and corporate systems.
Help desk teams
Frontline staff handling troubleshooting and service queries.
Contact centre agents
Phone-based support for technical products, platforms and services.
SaaS and software support
Helping users get the most from cloud-based tools and apps.
Telco and ISP support
Internet, NBN, phone and connectivity issues.
In-house tech admins
Junior IT staff supporting internal teams or customers.
Looking for the full range of technical support training? See all technical support courses
Reviews
What participants say
Verified reviews from people who’ve completed our technical support customer service courses.
374 verified reviews across all CX Skills courses
Read every reviewTechnical support courses · 5 reviews
On Google · 39 reviews
Independently verified
Boring start but Engaging roleplay and excellent framework
The start of the session was somewhat boring as it went through psychological/theoretical underpinnings for the technique presented. I admit this is more of a personal thing and for other people new to this material they would find it interesting although I would still prefer it was condensed down. I was more interested in the practical aspects. We got to put that into practice but insufficient time to hone the technique due to the theory taking up too much of the session in my personal opinion. Particularly the ending/finishing section which we didn’t get to practice.
Great Training for Tech Support Professionals
This training was a great experience. It helped me understand how to support end users effectively and respond professionally. The trainer was clear, engaging, and focused on real-world scenarios. I now feel more confident in handling tech support tasks and communicating with customers. Highly recommend for anyone starting or improving in IT support.
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Excellent Tips, Tricks and Skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Pricing
Pricing and payment options
Six hours of live training with Simon Blair and a certificate, for $485 per person ex GST. Book one ticket or your whole team, and pay by card or invoice at checkout.
Places are limited to keep the sessions interactive, so book early to secure your place.
- Save 15% when you book 3 or more tickets in one transaction
- ACXPA members pay $363.75 per person, a 25% saving (see below)
- Card or invoice: choose how to pay at checkout
- Certificate for everyone who completes
- Training a whole team? Private courses run live online or onsite for groups of 5 or more
Official ACXPA training partner
Want to save $121.25 on this course? ACXPA members pay $363.75, not $485, plus a year of self-paced courses, tools and live expert support
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
ACXPA members save 25% on this course and every CX Skills live public course.
ACXPA membership is a practitioner-built toolkit for anyone who supports customers or colleagues on a help desk: self-paced courses, planning and coaching tools, and live expert access every fortnight, for a full year.
What your help desk team gets, all year round
- Self-paced courses on communication skills, difficult customers and clear emails, each with a workbook, quiz and certificate, plus one-minute refreshers for team huddles
- The WFM Hub’s planning tools and calculators, including Erlang C, to staff the desk properly
- Coaching tools, including the Agent Performance Matrix, which plots each person on quality versus productivity
- The ACXPA Global Contact Centre CX Standards: the phone behaviours ACXPA uses to assess customer service calls
- 480 Customer Response Templates with Business Membership
- Live expert access: monthly Roundtables and a fortnightly Open Mic with ACXPA’s founder
FAQs
Technical Support Customer Service Foundations FAQs
Format, pricing, content and who the course suits.
Who should attend?
What’s covered?
When are the sessions?
What if I can’t make these dates?
How is it different from Essentials and PRO?
How much does it cost?
How is it delivered?
Will the course definitely go ahead?
Do participants receive a certificate?
Is the course ACXPA certified?
Is there a lower-cost or self-paced option?
An ACXPA membership is another option: members save 25% on live public courses and get 12 months of tools, templates and live sessions.
Can I get something to share with my manager?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to book your place?
Secure your tickets for 16 and 17 March, or talk to us about a private course for your team.
