Supercharge your Customer Support Experience!
The November 2024 Technical Support and Help Desk Customer Service Training PRO course is a 9-hour training course (delivered over 3 x 3-hour virtual/online sessions or one day onsite) designed to provide employees working in helpdesk, technical support, or customer support roles with premium customer service skills.
The training goes way beyond traditional customer service training clichés such as ‘always smile’ or ‘ask the customer how their day has been’.
Rather, your employees will benefit from decades of experience to learn the most impactful behaviours needed to drive successful customer experiences in a customer support environment.
The skills taught align with the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards. They leverage the insights and assessment of over 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.
The course teaches premium skills for customer support interactions, enabling employees to greet customers effectively, proactively identify needs and deliver solutions, communicate with energy and empathy, and farewell warmly and appreciatively.
Your employees will also learn and practice skills for handling customer objections, concerns, or issues, as well as the critical techniques for dealing with more aggressive or irate customers.
If you’re looking to improve the customer support experience for your business, this is the course for your business!
Built for online or onsite training!
This course is available as both an online/virtual training session or onsite.
Online/Virtual Training
This public November 2024 Technical Support and Help Desk Customer Service Training PRO course is delivered via 3 x 3-hour sessions (9 hours in total) and is the preferred option for the majority of our customers as it enables us to keep the costs low, maximise learning in short, highly interactive and engaging sessions and minimise the impact to your business.
Onsite & Private Option
This course can also be delivered onsite at your premises for private bookings (just your employees). The onsite version is delivered in a single day (9 am to 5 pm).
Travel costs will apply depending on your location (as we don’t have trainers available in every state).
The premium customer support skills we teach are applicable to all industries, products and services and are suitable for any employee who interacts with customers over the phone that requires customer support/assistance.
It’s perfect for new employees you want to equip with the right skills from the start or for existing employees you’d like to equip with premium customer service skills.
Typical roles suitable for the November 2024 Technical Support and Help Desk Customer Service Training PRO course include:
If you are looking for a shorter option, we also have the Technical Support & Help Desk Customer Service Training Essentials course, a single three-hour course that teaches the core fundamentals.
Working in a customer support role can be challenging for your employees, so we’ve also got the Technical Support & Help Desk Customer Service Foundations course that is the same duration as this course but includes a focus on resilience and wellbeing skills as well as the technical skills for customer support.
Delivered over nine hours of online training (3 x 3-hour sessions) or 8 hours onsite, the Technical Support and Help Desk Customer Service Training PRO course will teach your employees the premium skills 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 Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours required to deliver great customer service support over the phone, whether it’s working from the office, contact centre or working from home.
The training consists of powerful demonstrations and practice in the premium behaviours, with seven key modules outlined below.
If you’d like to customise the course to spend more/less time on a particular module or include some other skills, please refer to our private course options further down the page.
This module sets the scene about what customers want and need when seeking customer support and workshops with participants on what makes a poor, average & superior tech or customer support experience.
We’ll teach your employees how to identify and understand the different types of difficult customers and what they need from their service experiences when they voice concerns.
This module also includes an exploration into the science behind emotions and how they can impact our brain chemistry and functions, which will help your employees better understand and manage challenging situations.
Your employees will learn how to create a strong first impression by showing strong empathy, ownership and intent and how to effectively managing expectations to build trust and confidence with customers that their technical issues will be resolved.
A range of tech & customer support call-type simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers.
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to more effectively identify, check and confirm the root cause of customer issues that are driving them to seek support and what is needed to resolve their enquiries in an efficient manner.
The trainer will demonstrate the techniques across a range of scenarios to highlight their effectiveness and efficiency in driving better conversations that result in improved insights and problem-solving.
Individuals will then practice extensively with each other to develop new habits and capabilities within the session.
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.
Clarity, Pacing, Pausing and consistent checks of understanding, comfort and suitability are the key skills and behaviours covered.
Staff 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.
This module includes an exploration of the science behind emotions and how they can impact our brain chemistry and functions. We will help your staff better understand what is happening with emotional customers in real time and what is needed to validate and diffuse emotion effectively.
Participants will learn (and practice!) a powerful two-step method for dealing with those more challenging customer types that contact support/helpdesk areas with effective use of the most appropriate language, empathy techniques and actions required for better call outcomes.
Your employees will have a chance to extensively practice their newfound customer support skills through role-playing end-to-end calls with each other.
This will enable them to build their confidence and embed some new call habits so they are ready to ‘hit the ground running’ and make an immediate impact in their roles and on your business.
The effectiveness of any training course is dependent on the skills and experience of the trainer and the Technical Support and Help Desk Customer Service Training PRO course is facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.
When he’s not training, Simon is the General Manager of Quality Insights for the Australian Customer Experience Professionals Association (ACXPA) so he lives and breathes what it takes to deliver great customer experiences all across Australia.
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’.
Customer Testimonials for Simon Blair
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 partner 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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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
The November 2024 Tech Support Customer Service Training PRO course is delivered online/virtually over three separate sessions 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
Dates don’t suit? See what other sessions are available > (you’ll see available dates at the bottom of the page)
The November 2024 Technical Support and Help Desk Customer Service Training PRO course is $498 per employee ex GST for a total of 9 hours of live facilitated training.
Simply select the preferred public course date at the bottom of this page, along with how many tickets you’d like to purchase, or contact us to discuss a private booking.
Payment can be made instantly using a credit card, or you can request an invoice on the checkout page (the invoice must be paid in full before the training commences).
Available discounts:
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With annual memberships starting from just $35 per employee, 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.