Technical Support and Help Desk Customer Service Training Essentials Course

$278 AUD per person

The Technical Support and Help Desk Customer Service Training Essentials course is designed as a short-duration (3-hour) course to provide your technical support/help desk employees with professional customer service skills that will immediately impact your business.

Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone in a technical support/help desk environment.

The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This program has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for customer support phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.

In particular, your employees will learn how to master the start and the finish of any phone call, identify the root cause of the customer’s issues or concerns, and check in with the customer for understanding, comfort, and resolution throughout the process.

They will also learn and practice a simple but powerful two-step method for dealing with more difficult customers and situations they may encounter.

The course is designed to deliver an immediate uplift in performance, so if you’re looking to inject some premium customer service skills into your employees through a highly engaging course, you’ve landed in the right place!

Technical Support and Help Desk Customer Service Training Essentials course
Help Desk Customer Service Training Essentials course

Technical Support and Help Desk Customer Service Training Essentials Course Fast Facts

  • 1 x 3-hour training session to fast-track learning and minimise the impact to your business.
  • Suitable for any employee dealing with customers over the phone in a help desk/technical support role (office/admin, call centre, etc.)
  • Delivered online and live with high engagement (laugh & learn!).
  • The skills and methodologies are aligned to the Australian Contact Centre Quality Standards and can be applied across any industry to improve customer service.
  • Facilitated live by industry expert Simon Blair, one of Australia’s top Customer Service & Tech Support trainers (not someone reading off a Powerpoint deck with no industry skills or experience).

Other courses suitable for help desk/tech support employees include:

Built specifically for online training!

The Technical Support and Help Desk Customer Service Training Essentials course has been specifically adapted to be delivered virtually/online from either the workplace or home.

At just three hours, the trainee engagement and learning outcomes are enhanced by the short bursts of interactive and engaging development methods.

This enables your employees the ability to focus on our training session whilst still having the time to practice or take on additional learning like products & services training, systems training, etc or jump back on the phone and put their new skills to immediate use!

The course is typically delivered via Zoom (or Teams), which is easily accessible to anyone with an internet browser whether they are in the office or working remotely from home or across different locations.

Online customer service course for technical support

Who is this course suitable for?

IT Help Desk customer service training course

The customer service skills we teach for customer support are applicable to all industries, products and services and are suitable for any employee who speaks to internal or external customers over the phone in a technical support or help desk capacity.

Whether it’s because they’ve become a little stale, have never received any formal training or you’ve got some new employees that you want to equip with the right skills, this course will ensure your employees learn the fundamental skills to deliver a great customer experience for your customers when they are seeking support.

Typical roles suitable for this course include:

  • Technical support agents/employees
  • Help desk agent/employees
  • IT Helpdesk staff
  • Call centre agents that handle customer support/technical enquiries.

If you are looking for our more comprehensive customer service programs, check out Technical Support and Help Desk Customer Service Training Foundations (2 x 3-hours of skills sessions or the Technical Support and Help Desk Customer Service Training PRO (the longer version of this course with 3 x 3-hour skills sessions).

What your employees will learn:

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 Contact Centre 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 five key modules:

1. 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.

Having to deal with customers and staff when things go wrong with their products, services or tech brings unique challenges, so understanding their psychology in these moments is key to unlocking superior service delivery.

2. How to Engage

Your employees will learn how to create a strong first impression by showing strong empathy, ownership and intent and how to effectively manage expectations to build trust and confidence with customers that their technical issues will be resolved.

3. 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 thanks in a warm farewell that leaves a positive, lasting impression.

4. 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.

5. How to Educate and Inform

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.

The key skills and behaviours covered are clarity, Pacing, Pausing, and consistent checks of understanding, comfort, and suitability.

6. Handling Difficult Customers

Participants will learn (and practice!) a powerful two-step method for dealing with more difficult customers and situations, effectively 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.

Looking for a more advanced course?

The Technical Support and Help Desk Customer Service Training Foundations is an extended version of this course, with 2 x 3-hour sessions (six hours in total) providing additional time for more in-depth learning and practice.

The Technical Support and Help Desk Customer Service Training PRO is the longer version of this course with 3 x 3-hour skills sessions (nine hours in total), allowing more depth into developing the skills for needs discovery, finding solutions and managing difficult customers as well as additional time to embed the new skills in a safe environment. 

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’.

Simon Blair trainer for Technical Support and Help Desk Customer Service Training Essentials

About CX Skills

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 provider 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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Do your employees handle more than just phone calls?

If your employees also handle customer support enquiries in person/face-to-face, you may also want to consider these courses: Retail Service & Sales Essentials, Retail Sales & Service PRO Retail & Hospitality Sales & Service Foundations, which also includes a body language and voice projection module.

Public and Private course delivery options

The Technical Support and Help Desk Customer Service Training Essentials course is delivered virtually via Zoom and is offered both publicly (anyone can purchase a ticket) and privately (just for your employees) with the differences outlined below:

Public Courses

The Technical Support and Help Desk Customer Service Training Essentials course is delivered as a single three-hour public course,  enabling your employees to fast-track their skills whilst still allowing them time to learn other skills (e.g. local processes, products, services, etc.) or continue to work on the phones and put into practice their new skills immediately after the course!

The times and dates are fixed to enable you to plan ahead, and we typically run this course every couple of months so you can plan ahead. If you would like to have more flexibility on the dates, times, and content, please refer to our private options.

As the course outline is consistent, this course can also be a great default induction program to ensure all your new employees receive the same great training!

View upcoming public course dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great way to interact with others in similar roles and are perfect for small numbers of employees, sometimes you need more flexibility with the dates and times, or you’d like the benefits of training larger groups of agents within your business.

Our private courses can deliver the same course with the dates and times to suit you,  and we can also include custom-built role plays, simulations, and call examples based on your business.

And for larger groups (minimum of 5 employees), we offer cost-effective pricing.

Contact us about a private course >

Pricing and Payment Options

The public Technical Support and Help Desk Customer Service Training Essentials course is just $278 per employee ex GST for 3 hours of live, facilitated learning.

Simply select the preferred date at the bottom of this page to purchase tickets to that specific course.

Payment can be made instantly using a credit card, or you can request an invoice (Payment must be made prior to the course commencing).

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 >
  • Want to train all your tech support employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Training course for help desk staff

Do you have questions about this Technical Support and Help Desk Customer Service Training Essentials course?

Want to train your whole team or discuss a customised solution?

Speak to us live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Purchase a ticket to a public Technical Support and Help Desk Customer Service Training Essentials Course

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!

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This course is available for private bookings!

The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.

Contact us for more information >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

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.