Technical Support / Helpdesk Customer Service Essentials Course
$278 per person ex GST (Discounts Available) delivered via 1 x 3-Hour Session
The 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We go beyond outdated customer service clichés like “smile with your voice” or “use the customer’s name three times.”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 Contact Centre 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 provide a structured, adaptable approach that helps employees communicate with energy, empathy, and clarity in key 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 and Help Desk Customer Service Training Essentials Course Fast Facts
Built Specifically for Online Training!
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.
Unlike passive webinars, this course is highly interactive, featuring 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 an online environment.
At just 3 hours, this course is concise yet impactful, equipping employees with essential skills to handle technical support queries professionally and efficiently. Best of all, they can return to work immediately, ready to apply their new knowledge.
Delivered via Zoom, the course is easily accessible from any internet browser—no technical 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.
👉 Still unsure? Check out the customer testimonials from our online courses >
Is This Course Right for Your Team?
The customer service skills taught in this course are universally applicable across all industries, products, and services – perfect for any employee who provides technical support or help desk assistance over the phone, whether to internal teams or external customers.
If your employees have become a little stale, never received formal training, or you’re onboarding new team members who need the right skills from the start, this course ensures they master the fundamentals of delivering exceptional customer support when it matters most.
Who Should Attend?
This course is ideal for:
✔ Technical Support Agents & Employees
✔ Help Desk Staff
✔ IT Helpdesk Teams
✔ Call Centre Agents Handling Technical Support
Give your employees the skills, confidence, and structure they need to deliver clear, professional, and effective support—every call, every time. 🚀
Course Agenda
Over a 3-hour online/virtual training session, the Technical Support and Help Desk Customer Service Training Essentials course will teach your staff the critical skills for technical support 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 Phone Customer Service Quality Standards, consisting of five core competencies and 18 behaviours that are required to deliver great customer service over the phone, whether it’s in an office, contact centre or working from home.
Centred on empathy, discovery, clarity and energy, your employees will learn to be more confident, efficient and effective with every customer interaction.
The training consists of powerful demonstrations and practice in the essential behaviours 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 providing improved confidence for your employees when interacting with customers over the phone.
About Your Trainer
The Technical Support and Help Desk Customer Service Training Essentials course is 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’.
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.
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 >
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing Course & Trainer!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
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.
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
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!
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!
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
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
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.
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
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!
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
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.
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!
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.
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!
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 >
Public and Private Course Delivery Options – Choose What Works Best For You!
The Technical Support Customer Service Essentials Training course is delivered live via Zoom and is available in two flexible formats to suit your business needs:
✅ Public Courses – Open to anyone, perfect for training individuals or small teams while gaining insights from other industries.
✅ Private Courses – Exclusive to your employees, with flexible scheduling and customised content tailored to your business.
Explore the key differences below to find the right fit for your team!
| Feature | 🎓 Public Course | 🏢 Private Course |
|---|---|---|
| Who it's for | Individuals & small teams | Larger teams & customised training |
| Session Length | 3 hours (fixed schedule) | Flexible timing |
| Schedule | Fixed Dates & Times | Choose your own date/time |
| Customisation | Standard course content | Tailored role-plays, examples & scenarios |
| Collaboration | Learn with professionals from other industries | Private discussions & focused learning |
| Best For | Onboarding & upskilling quickly | Team-wide consistency & specific challenges |
📅 Want to train a few people quickly? → Check below for upcoming public course dates
🏢 Need training just for your team? → Contact us for a private course quote
Pricing and Payment Options
The Tech Support Customer Service Essentials course is just $278 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.
Whether you’re upskilling one employee or an entire team, you can purchase as many tickets as you need – just select the preferred date at the bottom of this page to purchase tickets to that course.
Payment can be made instantly using a credit card, or you can request an invoice (full payment is required before training begins).
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).
- ACXPA Members save 25% off all CX Skills courses (including this one), plus membership includes 15 self-paced training courses. Learn More >
Upcoming Public Technical Support \ Help Desk Customer Service Training Essentials Courses
All the publicly available Technical Support and Help Desk Customer Service Training Essentials courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card, or you can request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
New public course dates are published on a regular basis!
May 2025 Technical Support Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTSuitable for employees working in technical support and helpdesk roles, this May 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
July 2025 Technical Support Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTSuitable for employees working in technical support and helpdesk roles, this July 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
💡 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 >