Technical Support / Helpdesk Customer Service Essentials Course November 2025
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
The November 2025 Technical Support and Help Desk Customer Service Training 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We go beyond outdated customer service clichés like “smile with your voice” or “use the customer’s name three times.”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 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 offer a structured and adaptable approach that enables employees to communicate with energy, empathy, and clarity in critical 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! 🚀
Technical Support & Help Desk Customer Service Essentials Fast Facts
Customer Service Built for Tech Teams
This course is specifically designed for staff working in technical support, help desks, and IT service roles who engage with customers over the phone. It delivers a targeted, high-impact training session to improve communication, professionalism, and confidence in every customer interaction.
Delivered as a single 3-hour live online session, the course blends practical skills with real-world scenarios to help your team deliver better service outcomes — without disrupting operations.
Course Suitability
The Technical Support & Help Desk Customer Service Essentials course teaches universally applicable customer service skills that work across all industries, products, and services — perfect for employees who provide support over the phone, whether to internal teams or external customers.
If your staff are new, never formally trained, or just in need of a reset, this course delivers the core fundamentals of clear, professional, and effective support — when it matters most.
Typical roles that will benefit from this course include:
Give your employees the skills, confidence, and structure they need to deliver clear, professional, and effective support — every call, every time. 🚀
Purpose-Built for Engaging Online Delivery
As a short course, the Technical Support Customer Service Essentials training has been expertly designed for online delivery, combining interactive learning with practical techniques to keep participants engaged, build confidence, and drive real improvement in technical support interactions.
This is not another passive webinar. The course features live demonstrations, group discussions, and hands-on practice to ensure participants develop skills they can immediately apply.
Our facilitator, Simon Blair, is one of Australia’s leading customer service trainers. His dynamic and engaging approach makes learning enjoyable and effective — even in a virtual environment.
At just 3 hours, this course is concise yet impactful, equipping employees with the core skills to handle technical support queries professionally and efficiently. Best of all, they return to work immediately, ready to apply their new knowledge.
Delivered via Zoom, the course is easily accessible from any internet browser — no downloads, no tech hassles.
We understand that online training can sometimes feel less engaging.
But our participants consistently rate this course as just as effective and interactive as in-person training — and often more convenient.
👉 Still unsure? Check out the customer testimonials from our online courses >
Course Agenda
Over a 3-hour online/virtual training session, the Technical Support and Help Desk Customer Service Essentials course will teach your staff the critical skills that top-performing support employees use to deliver superior customer experiences and efficient first contact resolution.
The content is aligned with the Australian Phone Customer Service Quality Standards, covering five core competencies and 18 behaviours required to deliver exceptional phone-based customer service — whether working in an office, contact centre, or remotely.
Centred on empathy, discovery, clarity, and energy, your employees will learn to handle every technical support interaction with confidence, professionalism, and structure.
The training includes powerful demonstrations and practical exercises 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 boosting employee confidence when handling support calls.
Compare Technical Support Customer Service Course Options
You're currently viewing the Technical Support Customer Service Essentials course — the perfect entry point for fast, practical upskilling.
If you're looking for more depth, coaching, or advanced support skills, our Foundations and PRO courses offer extended training options to suit your needs. Here's a quick comparison to help you decide:
Not quite the right fit? We also offer customer service training for phone-based staff, frontline teams, reception roles, and managing difficult customers. Explore all customer service courses →
About Your Trainer
The Technical Support Customer Service Essentials training course is designed and 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’.
What Participants Say About Our Customer Service Training
Our customer service training courses consistently earn praise for their practical content, expert facilitation, and real-world impact — regardless of the industry or job role.
From frontline teams to technical support and reception roles, participants leave with new skills, more confidence, and immediate takeaways they can apply on the job. Here’s what recent attendees have shared:
Simon was great!
I would like to acknowledge and commend the exceptional way in which Simon imparts knowledge. His teaching style is both engaging and effective, demonstrating a deep understanding of the subject matter and a genuine commitment to learning.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
Great course - Informative and Enjoyable!
Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.
Incredibly Valuable!
I highly recommend this course to anyone looking to improve themselves. It has been an incredibly valuable experience for me. Not only did it help me build my confidence, but the way Simon presented the material was excellent.
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Valuable Experience That Changed Our Mindset!
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live 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.
A great course
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!
This training session was awesome!
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
Friendly, Insightful, Professional
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.
Engaging and informative training sessions
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!
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
How and When It’s Delivered
The November 2025 Technical Support Customer Service Essentials course is delivered live online, making it easy to join from anywhere.
As a public course, your employees will train alongside professionals from other businesses, providing a dynamic and interactive learning experience.
Pricing and Payment Options
Facilitated by Simon Blair, the Technical Support Customer Service Essentials course is just $278 per person (ex GST) for a high-impact, 3-hour live session led by one of Australia’s top customer service trainers.
The November 2025 session is delivered online on Thursday, November 13th, from 13:30 to 16:30 (Melbourne time).
Buy one ticket or send the whole team — there's no minimum to attend.
💳 Credit card or invoice payments accepted.
Secure your training spot now — grab your ticket and lock it in. 🎯
