Technical Support Customer Service · PRO · private team training
Technical Support Customer Service PRO
Our most complete support training, for help desk and technical support teams who want to master complex interactions across phone, email and live chat.
PRO is private training for your team, delivered live online over three sessions or as a full day onsite at your workplace.
- 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, and habits that last
Every session gives your team techniques to use on their next ticket, and the three-session format lets them practise and come back to refine, with plenty of coaching along the way.
For leaders, it creates a shared standard for support conversations that makes coaching, onboarding and consistency easier long after the training.
- Premium support on every call
- Calm, confident handling of difficult users
- More first contact resolution
Know what users expect
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, practised until they stick.
Explain clearly
Technical instructions that maximise first contact resolution.
Close well
A structured close that leaves a lasting impression.
De-escalate
The science of emotions and a two-step method.
The course
Three sessions that turn skills into habits
Technical Support Customer Service PRO runs over three live 3-hour sessions, or as a full-day onsite workshop. Each session builds on the last.
Every session includes demonstrations, role plays and coaching, and the course finishes with extensive role plays so people can apply the skills straight away.
It covers phone, email and live chat support.
- 3 × 3 hoursOr a full day onsite
- Online or onsiteZoom, Teams or your premises
- Private onlyJust your team, on your dates
- CertificateFor everyone who completes
What’s covered: seven modules over three sessions
Session 1 sets expectations and first impressions, Session 2 finds and fixes the issue, and Session 3 closes, de-escalates and brings it all together.
The Psychology of Customer Service & Support
What customers expect when they seek technical support.
- Poor, average or superior
- Customer expectations
- Why support matters
How to Engage
Empathy, ownership and intent from the first words.
- A strong first impression
- Managing expectations
- Trust that it will be fixed
Needs Discovery
Three discovery techniques to confirm the root cause.
- Techniques used by the FBI
- Identify and confirm
- Better problem solving
How to Educate
Technical, product and process information, made clear.
- Clarity and pacing
- Checks for understanding
- First contact resolution
How to Close
A structured close with 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
- Language control
End-to-End Simulations
Extensive role plays of every new support skill.
- Role-play practice
- Trainer feedback
- Ready for the next shift
Two ways to run PRO
PRO is private training for your team. Choose the format that suits your rosters and locations.
Live online
3 × 3-hour sessions
- Via Zoom or Teams
- Spaced learning that sticks
- Ideal for spread-out teams
- No travel or venue costs
Onsite
A full day at your workplace
- Everyone in the room
- High energy, fast rollout
- Hands-on coaching
- Travel costs may apply
Only one or two people?
Try a public course
- Essentials: 1 × 3 hours, $315
- Foundations: 2 × 3 hours, $485
- Live online via Zoom
- Book one ticket or several
Not sure which course suits your team? Ask for a recommendation
Compare technical support courses
Compare the three technical support courses
All three courses teach the same proven approach. Essentials and Foundations also run as public courses, if you only have one or two people to train.
| Compare | Public or privateTechnical Support Customer ServiceEssentials | Public or privateTechnical Support Customer ServiceFoundations | This courseTechnical 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 | View Foundations | You’re on this page |
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 PRO: 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 usWho 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 the tools and support to resolve more at the first contact?
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 one $485 Foundations 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 PRO FAQs
Format, pricing, content and who the course suits.
Who is PRO for?
Can I book one ticket on PRO?
What’s covered?
How much does it cost?
Online or onsite?
Can it be tailored for our team?
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 master every support call?
Tell us about your team and we’ll recommend the best format and dates.