Technical Support Customer Service · Foundations · 2 × 3 hours
Technical Support Customer Service Foundations
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.
Book a ticket on a live online public course, or train your whole team privately, online or onsite.
- 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
Three ways to train
Book a ticket for one person, bring the course to your whole team, or learn at your own pace.
Public course
Join a scheduled live online class
- Live online via Zoom
- Fixed dates, easy to plan ahead
- Book one ticket or several
- Save 15% when you book 3 or more
Private team training
Your team only, as-is or tailored
- Live online or onsite, on your dates
- Examples drawn from your own tickets
- Essentials, Foundations or PRO
- Minimum 5 participants
Self-paced online
Short video lessons, any time
- From $9.15 per person a month
- 400+ practical lessons and quizzes
- Manager dashboards, custom pathways
- Certificates for every course
Want to go further? See Technical Support Customer Service PRO
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 usUpcoming live public courses
Book a Technical Support Customer Service Foundations course
Public courses run live online via Zoom over two 3-hour sessions. Book one ticket or several, and pay by card or request an invoice at checkout.
Thursday 26 and Friday 27 November 2026
- Session 1 Thu 26 Nov · 9:30am–12:30pm AEDT
- Session 2 Fri 27 Nov · 9:30am–12:30pm AEDT
Online via Zoom · Bookings close Wed 25 Nov, 6:30pm
More dates
- 2Feb2027Tue 2 and Wed 3 Feb 20271:30–4:30pm AEDT · both sessions · Online via Zoom$485ex GSTBook tickets
- 16Mar2027Tue 16 and Wed 17 Mar 20279:30am–12:30pm AEDT · both sessions · Online via Zoom$485ex GSTBook tickets
Who 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
ACXPA certified
Want your help desk trained to a recognised service standard?
CX Skills is the official training partner of ACXPA, which sets the standards used to assess customer service and publishes the Australian Call Centre Rankings.
Our technical support courses are ACXPA certified, with call handling aligned to the standards used to assess phone service.
- ACXPA certified technical support courses
- Built on the standards used to assess customer service
- ACXPA members save 25% on every live public course
ACXPA membership
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
ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who supports customers or colleagues on a help desk, and you don’t need to book a course to use it.
Members get self-paced courses on communication skills, difficult customers and clear emails, planning tools to staff the desk, coaching tools for team leads, and live access to contact centre leaders every fortnight.
- 17self-paced courses with certificates
- 65+tools, templates and resources
- 50+hours of live expert access a year
- 25%off CX Skills live public courses
Sharpen your skills, any time
Self-paced courses on communication skills, difficult customers and clear emails, each with a workbook, quiz and certificate.
Plus one-minute refreshers that work well in a team huddle.
Coach the people who need it
The Agent Performance Matrix plots each person on quality versus productivity, so you can see where coaching will help most.
Business Members also get the Team Leader Coaching Guide, with tailored prep for 14 common scenarios, and an Employee Goal Tracker.
Live expert access
A relaxed, off-the-record Open Mic on Zoom every second Tuesday with ACXPA’s founder and CEO.
Plus monthly CX and Call Centre Roundtables, kept in a searchable library.
Plus member tools built for help desks
Staff the desk properly
The WFM Hub’s planning tools and calculators, including Erlang C, to work out how many people you need.
480 Customer Response Templates
Written replies your team can adapt, included with Business Membership.
The standard your calls are judged on
The ACXPA Global Contact Centre CX Standards: the phone behaviours ACXPA uses to assess customer service calls.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: five people on this $485 course save $606.25, more than a Business Membership costs.
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.
FAQs
Technical Support Customer Service Foundations FAQs
Format, pricing, content and who the course suits.
Who should attend?
What’s covered?
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 lift every support call?
Book a ticket on a public course, train your whole team privately, or start self-paced today.