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Tech Support Customer Service Essentials Training Course

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May 2024 Tech Support Essentials
The Tech Support Essentials (May 2024) class is delivered online on Tuesday, 14th of May between 13:00 and 16:00 AEST (Melbourne, Australia) each day.
$ 268.00 AUD ex GST
Unlimited

May 2024 Technical Support and Help Desk Customer Service Training Essentials Course

The May 2024 Technical Support and Help Desk Customer Service Training Essentials course is designed as a short-duration (3-hour) course to provide your technical support/help desk employees with professional customer service skills that will immediately impact your business.

Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone in a technical support/help desk environment.

The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This program has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for customer support phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.

In particular, your employees will learn how to master the start and the finish of any phone call, identify the root cause of the customers issues or concerns, and how to check in with the customer for understanding, comfort and resolution throughout.

They will also learn and practice a simple but powerful two-step method for dealing with more difficult customers and situations they may encounter.

Technical Support and Help Desk Customer Service Training Essentials course
Help Desk Customer Service Training Essentials course

May 2024 Technical Support and Help Desk Customer Service Training Essentials Course Fast Facts

  • 1 x 3-hour training session to fast-track learning and minimise the impact to your business.
  • Suitable for any employee dealing with customers over the phone in a help desk/technical support role (office/admin, call centre, etc.)
  • Delivered online and live with high engagement (laugh & learn!).
  • The skills and methodologies are aligned to the Australian Contact Centre Quality Standards and can be applied across any industry to improve customer service.
  • Facilitated live by industry expert Simon Blair, one of Australia’s top Customer Service & Tech Support trainers (not someone reading off a Powerpoint deck with no industry skills or experience).

Other courses suitable for help desk/tech support employees include:

Built specifically for online/virtual training!

The May 2024 Technical Support and Help Desk Customer Service Training Essentials course has been specifically adapted to be delivered virtually/online from either the workplace or home.

At just 3 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, which is easily accessible to anyone who has an internet browser.

This course can also be delivered onsite for private bookings and larger groups.

Online customer service course for technical support

Who is this course suitable for?

IT Help Desk customer service training course

The customer service skills we teach for customer support are applicable to all industries, products and services and are suitable for any employee who speaks to internal or external customers over the phone in a technical support or help desk capacity.

Whether it’s because they’ve become a little stale, have never received any formal training or you’ve got some new employees that you want to equip with the right skills, this course will ensure your employees learn the fundamental skills to deliver a great customer experience for your customers when they are seeking support.

Typical roles suitable for this course include:

  • Technical support agents/employees
  • Help desk agents/employees
  • IT Helpdesk staff
  • Call centre agents that handle customer support/technical enquiries.

If you are looking for our more comprehensive customer service programs, check out the Technical Support and Help Desk Customer Service Training PRO (the longer version of this course with 3 x 3-hour skills sessions) or the Technical Support and Help Desk Customer Service Training Foundations (2 x 3-hours of skills sessions and 1 x 3-hours of resilience and wellbeing).

What your employees will learn:

Over a 3-hour online/virtual training session, the May 2024 Technical Support and Help Desk Customer Service Training 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 align with the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours 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 five key modules:

1. 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.

Having to deal with customers and staff when things go wrong with their products, services or tech brings unique challenges, so understanding their psychology in these moments is key to unlocking superior service delivery.

2. How to Engage

Your employees will learn how to create a strong first impression by showing strong empathy, ownership and intent and how to effectively manage expectations to build trust and confidence with customers that their technical issues will be resolved.

3. 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 thanks in a warm farewell that leaves a positive, lasting impression.

4. 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.

5. How to Educate and Inform

Participants will learn how to proactively educate and inform customers with technical instructions, product, service & process information in a manner that maximises first contact resolution.

The key skills and behaviours covered are clarity, Pacing, Pausing, and consistent checks of understanding, comfort, and suitability.

6. Handling Difficult Customers

Participants will learn (and practice!) a powerful two-step method for dealing with more difficult customers and situations, effectively 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.

Looking for a more advanced course?

The Technical Support and Help Desk Customer Service Training PRO is the longer version of this course with 3 x 3-hour skills sessions (9 hours in total), allowing more time to role-play/practice and more depth into needs discovery, finding solutions and managing difficult customers. 

The Technical Support and Help Desk Customer Service Training Foundations is an alternative to the PRO course that is also 9 hours, featuring 2 x 3 hours of skills sessions and 1 x 3 hours of resilience and well-being to ensure your employees consistently perform at their best.

About Your Trainer

The May 2024 Technical Support and Help Desk Customer Service Training 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’.

Simon Blair trainer for Technical Support and Help Desk Customer Service Training Essentials

Do your employees handle more than just phone calls?

If your employees also handle customer support enquiries in person/face-to-face, you may also want to consider these courses: Retail Service & Sales Essentials, Retail Sales & Service PRO Retail & Hospitality Sales & Service Foundations, which also includes a body language and voice projection module.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training provider of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

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Dates, Times & Tickets

The May 2024 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: Tuesday, 14th of May 2024
  • Time: 13:00 to 16:00 AEST (Melbourne, Australia)

Date or time not suit?

See what other public sessions are available >

Tech Support Customer Service Essentials Training course online

Public or Private training options 

The May 2024 Tech Support Customer Service Essentials course is a public course, meaning you can purchase one or multiple tickets for your employees and the dates and times are fixed in advance.

This course is also available for a private booking, enabling you to have more flexibility with the dates, times and content which can be more suitable for larger groups of employees (typically more than 5). 

Private bookings can be delivered either online or onsite. Contact us for more information >

Pricing and Payment Options

The public May 2024 Technical Support and Help Desk Customer Service Training Essentials course is just $268 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.

Simply select the preferred date at the bottom of this page to purchase tickets to that specific course.

Payment can be made instantly using a credit card, or you can request an invoice (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 for 12 months (no further discounts apply). Learn more >
  • Want to train your whole team or centre? We offer volume discounts for training large teams. Contact us for customised pricing and availability >
Training course for help desk staff

Do you have questions about this May 2024 Technical Support and Help Desk Customer Service Training Essentials course?

Want to train your whole team or discuss a customised solution?

Speak to us live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $197, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.