Empower Your Technical Support & Help Desk Team with Leading Customer Service Skills
Do you have employees working in technical support or help desk roles who need professional training to consistently deliver exceptional customer experiences?
The May Help Desk and Technical Support Customer Service Foundations Course is designed to equip your employees with the core skills required to handle customer queries, troubleshoot technical issues, and navigate difficult customer interactions with confidence and professionalism.
This course combines key elements from our most popular training programs, ensuring your employees develop premium skills in customer service, effective communication, and handling difficult customers—all tailored specifically for support roles such as IT help desk, technical support, and customer service teams.
Practical, Expert-Led Training with Immediate Impact
Delivered live and online, the course consists of two interactive 3-hour sessions (6 hours total), allowing employees to progressively learn, build, and apply new skills without disrupting daily operations.
Your employees will benefit from decades of industry experience, with training methodologies aligned to the Australian Customer Experience Professionals Association (ACXPA) Customer Service Phone Quality Standards – ensuring they learn proven techniques that drive better customer outcomes.
If you’re looking for a practical and engaging training solution that delivers an immediate uplift in employee performance and customer satisfaction, this is the course for you.
May 2025 Technical Support Customer Service Foundations Course Fast Facts
This public May 2025 Technical Support Customer Service Foundations course is designed to provide employees with the essential skills and knowledge needed to deliver outstanding technical and customer support.
Whether they’re troubleshooting issues, handling customer inquiries, or managing difficult interactions, this training ensures they have the confidence and capability to succeed.
Below are the key features that make this course a valuable investment for your team:
Easy to schedule – The course is delivered as a 2 x 3-hour live, facilitated session, making it easy to fit into operational schedules.
Suitable for various roles – Ideal for employees in help desk, technical support, office administration, call centres, and customer support.
Practical customer service skills – Employees gain essential techniques to provide exceptional customer service and handle difficult interactions effectively.
Industry-aligned training – The skills and methodologies align with the Australian Customer Experience Professionals Association Standards, ensuring relevance across multiple industries.
Live and interactive – Sessions are delivered online with high engagement, ensuring a learning experience that is both effective and enjoyable.
Designed for Live Online Learning – Interactive & Engaging
This May 2025 Technical Support Customer Service Foundations course has been purpose-built for live virtual delivery, ensuring high engagement, interaction, and practical skill development. Delivered via Zoom or Teams, employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
With online accessibility, employees can join from anywhere—whether they’re in the office, working remotely, or across multiple locations—making training flexible and convenient.
The course provides employees with the essential behaviours and skills needed for superior customer support, ensuring positive customer interactions and higher engagement.
The course is structured into two 3-hour modules, allowing for:
✔️ Minimal disruption to business operations with flexible scheduling
✔️ Improved learning retention by avoiding the fatigue of full-day training
✔️ More opportunities for interaction and real-time feedback
Practical, interactive, and designed for real-world application—this training ensures employees walk away with skills they can use immediately.
Rather a Private Training Option? We’ve Got You Covered!
While many businesses prefer the benefits of a public course – offering diverse perspectives and shared learning experiences with fixed dates and times – we also offer private training options, available in both onsite and online formats for larger teams or specific training needs.
• Private Online Training – A cost-effective and flexible option that allows your team to receive live, expert-led training from anywhere, with content tailored to your organisation.
• Private Onsite Training – For teams that prefer face-to-face learning, we can deliver training at your location, providing a fully customised and immersive experience.
Private sessions allow you to choose the schedule, customise content, and focus on specific challenges relevant to your business. While onsite training includes additional costs (to cover time, travel, and logistics), both options ensure your employees receive high-impact training tailored to their needs.
📩 Contact us to discuss your onsite training needs and pricing.
Course Suitability
The May 2025 Technical Support and Help Desk Customer Service Training Foundations course is specifically designed for employees in technical support, IT helpdesk, and customer service roles who assist customers with troubleshooting, problem-solving, and support inquiries.
The 2 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to progressively learn and apply their new skills without them being overwhelmed.
The customer service skills we teach are applicable to all industries, products and services!
Typical roles that attend this course include:
- Technical support agents/employees
- Help desk agent/employees
- IT Helpdesk staff
- Call centre agents that handle customer support/technical enquiries.
What Your Employees Will Learn:
The Help Desk and Technical Support Customer Service Foundations Course provides employees with the critical skills needed to succeed in customer-facing support roles.
Whether they are handling technical queries, troubleshooting issues, or managing difficult interactions, this training ensures they have the confidence and capability to perform at their best.
This 6-hour course is delivered over two 3-hour live sessions to allow employees to progressively learn, practice, and apply their new skills with minimal disruption to daily operations.
At the end of the course, participants will receive a Certificate of Achievement, along with practical skills they can immediately apply to deliver better customer experiences and stronger business outcomes.
Key Course Outcomes:
✔️ Customer Service Support Skills – Employees will gain the confidence to engage customers professionally, improving overall satisfaction and service outcomes.
✔️ Handling Difficult Customers – Staff will learn techniques to stay calm under pressure, effectively manage tough interactions, and reduce customer frustration—leading to a better experience for both employees and customers.
Six Hours of Training Delivered over 2 x 3-hour Sessions
The public version of the Technical Support and Help Desk Customer Service Training Foundations training course is a 6-hour training course delivered via 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to progressively learn, practice and apply their new skills.
We will teach your employees the critical skills and behaviours for enhanced interactions that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first-contact resolution.
Session 1 (3 Hours)
The Psychology of Customer Service & Support
This module sets the scene about what customers want and need when seeking customer support. Participants will explore what makes a poor, average, and superior tech or customer support experience.
Employees will also learn how to identify and understand different types of difficult customers and their expectations when voicing concerns.
How to Engage
Employees will learn how to create a strong first impression by demonstrating empathy, ownership, and intent, while effectively managing expectations to build trust and confidence with customers that their technical issues will be resolved.
Needs Discovery
Employees will learn three critical discovery techniques (as used by the FBI) to effectively identify, check, and confirm the root cause of customer issues, ensuring efficient problem resolution.
Session 2 (3 Hours)
How to Educate
Participants will learn how to proactively educate and inform customers on technical instructions, product details, service processes, and more in a way that maximises first contact resolution.
Key skills include clarity, pacing, pausing, and consistent checks to ensure customer understanding, comfort, and suitability.
How to Close
Staff will master a simple method for strong final checks, expressions of gratitude and thanks, and delivering a warm farewell that leaves a positive, lasting impression.
Handling Difficult Customers
This module explores the science behind emotions and how they impact brain chemistry and decision-making.
Employees will apply a two-step method to understand emotional customers in real time and use the most appropriate language, empathy techniques, and actions to validate concerns and diffuse emotions for better call outcomes.
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 Foundations course is delivered online/virtually over two separate sessions (3 hours each session) on the dates and times below.
Tickets can be purchased at the top of this page (just select how many tickets you’d like to purchase).
Specific Dates & Times for this Course*
- Session 1: Tuesday, 20th of May 2025, 09:30 to 12:30 AEDT (Melbourne)
- Session 2: Wednesday, 21st of May 2025, 09:30 to 12:30 AEDT (Melbourne)
As a public course, attendee numbers typically vary 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.
Dates or times don’t suit you?
See what other sessions are available or contact us about a private course that is more cost-effective for larger groups and provides flexibility over the dates and times.
Pricing and Payment Options
The May 2025 Tech Support Foundations training course is $428 AUD per employee ex GST for the entire six hours of online facilitated learning (2 x 3-hour sessions).
Tickets can be purchased instantly at the top of this page using a credit card, or you can request an invoice at checkout.
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).
- Do you want to train your whole team or multiple employees? Contact us for volume discounts 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 >
