Help Desk and Technical Support Customer Service FOUNDATIONS Training Course
Empower Your Technical Support & Help Desk Team with Leading Customer Service Skills
Do you have employees working in technical support or help desk roles who need professional training to consistently deliver exceptional customer experiences?
The Help Desk and Technical Support Customer Service Foundations Course is designed to equip your employees with the core skills required to handle customer queries, troubleshoot technical issues, and navigate difficult customer interactions with confidence and professionalism.
This course combines key elements from our most popular training programs, ensuring your employees develop premium skills in customer service, effective communication, and handling difficult customers—all tailored specifically for support roles such as IT help desk, technical support, and customer service teams.
Practical, Expert-Led Training with Immediate Impact
Delivered live and online, the course consists of two interactive 3-hour sessions (6 hours total), allowing employees to progressively learn, build, and apply new skills without disrupting daily operations.
Your employees will benefit from decades of industry experience, with training methodologies aligned to the Australian Customer Experience Professionals Association (ACXPA) Customer Service Phone Quality Standards – ensuring they learn proven techniques that drive better customer outcomes.
If you’re looking for a practical and engaging training solution that delivers an immediate uplift in employee performance and customer satisfaction, this is the course for you.
Learn more about the course by scrolling below or jump straight to a section:
Technical Support Customer Service Foundations Course Fast Facts
This course is designed to provide employees with the essential skills and knowledge needed to deliver outstanding technical and customer support.
Whether they’re troubleshooting issues, handling customer inquiries, or managing difficult interactions, this training ensures they have the confidence and capability to succeed.
Below are the key features that make this course a valuable investment for your team:
Designed for Live Online Learning – Interactive & Engaging
This course has been purpose-built for live virtual delivery, ensuring high engagement, interaction, and practical skill development. Delivered via Zoom or Teams, employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
With online accessibility, employees can join from anywhere—whether they’re in the office, working remotely, or across multiple locations—making training flexible and convenient.
The Help Desk and Technical Support Customer Service Foundations Course provides employees with the essential behaviours and skills needed for superior customer support, ensuring positive customer interactions and higher engagement.
The course is structured into two 3-hour modules, allowing for:
✔️ Minimal disruption to business operations with flexible scheduling
✔️ Improved learning retention by avoiding the fatigue of full-day training
✔️ More opportunities for interaction and real-time feedback
Practical, interactive, and designed for real-world application—this training ensures employees walk away with skills they can use immediately.
Want an Onsite Option? We’ve Got You Covered!
For businesses with larger teams, we also offer private onsite training. While this option comes at an additional cost (to cover time, travel, and logistics), it provides the opportunity for an in-person, tailored experience for your organisation.
📩 Contact us to discuss your onsite training needs and pricing.
Course Suitability
The Technical Support and Help Desk Customer Service Training Foundations course is specifically designed for employees in technical support, IT helpdesk, and customer service roles who assist customers with troubleshooting, problem-solving, and support inquiries.
The 2 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to progressively learn and apply their new skills without them being overwhelmed.
The customer service skills we teach are applicable to all industries, products and services!
Typical roles that attend this course include:
- Technical support agents/employees
- Help desk agent/employees
- IT Helpdesk staff
- Call centre agents that handle customer support/technical enquiries.
What Your Employees Will Learn:
The Help Desk and Technical Support Customer Service Foundations Course provides employees with the critical skills needed to succeed in customer-facing support roles.
Whether they are handling technical queries, troubleshooting issues, or managing difficult interactions, this training ensures they have the confidence and capability to perform at their best.
This 6-hour course is delivered over two 3-hour live sessions to allow employees to progressively learn, practice, and apply their new skills with minimal disruption to daily operations.
At the end of the course, participants will receive a Certificate of Achievement, along with practical skills they can immediately apply to deliver better customer experiences and stronger business outcomes.
Key Course Outcomes:
✔️ Customer Service Support Skills – Employees will gain the confidence to engage customers professionally, improving overall satisfaction and service outcomes.
✔️ Handling Difficult Customers – Staff will learn techniques to stay calm under pressure, effectively manage tough interactions, and reduce customer frustration—leading to a better experience for both employees and customers.
Six Hours of Training Delivered over 2 x 3-hour Sessions
The public version of the Help Desk and Technical Support Customer Service Foundations Course is a 6-hour training course delivered via 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to progressively learn, practice and apply their new skills.
We will teach your employees the critical skills and behaviours for enhanced interactions that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first-contact resolution.
Session 1 (3 Hours)
The Psychology of Customer Service & Support
This module sets the scene about what customers want and need when seeking customer support. Participants will explore what makes a poor, average, and superior tech or customer support experience.
Employees will also learn how to identify and understand different types of difficult customers and their expectations when voicing concerns.
How to Engage
Employees will learn how to create a strong first impression by demonstrating empathy, ownership, and intent, while effectively managing expectations to build trust and confidence with customers that their technical issues will be resolved.
Needs Discovery
Employees will learn three critical discovery techniques (as used by the FBI) to effectively identify, check, and confirm the root cause of customer issues, ensuring efficient problem resolution.
Session 2 (3 Hours)
How to Educate
Participants will learn how to proactively educate and inform customers on technical instructions, product details, service processes, and more in a way that maximises first contact resolution.
Key skills include clarity, pacing, pausing, and consistent checks to ensure customer understanding, comfort, and suitability.
How to Close
Staff will master a simple method for strong final checks, expressions of gratitude and thanks, and delivering a warm farewell that leaves a positive, lasting impression.
Handling Difficult Customers
This module explores the science behind emotions and how they impact brain chemistry and decision-making.
Employees will apply a two-step method to understand emotional customers in real time and use the most appropriate language, empathy techniques, and actions to validate concerns and diffuse emotions for better call outcomes.
Public vs Private Training Options
Whether you need a flexible or customised training solution, we offer both public and private training options to suit your team’s needs.
Public courses are ideal for smaller teams or individual employees looking to develop their technical support and customer service skills in a structured learning environment. These sessions bring together participants from different businesses, offering diverse insights and shared learning experiences.
Private courses provide a tailored training experience exclusive to your team. You’ll have the flexibility to choose the schedule, customise content, and focus on specific challenges relevant to your organisation—ensuring the training is aligned with your systems, processes, and customer interactions.
Compare the options below to find the best fit for your business. If you’re unsure, get in touch – we’ll help you choose the right solution!
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Dates & Times | Fixed schedule | Fully flexible to suit your needs |
| Content | Standardised curriculum covering technical support & customer service skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $428 per person ex GST | Discounts available for larger groups |
| Best For | Businesses needing to train a few technical support staff | Companies looking for a customised, team-wide training solution |
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 >
Pricing and Payment Options
The price for this Help Desk and Technical Support Customer Service Foundations Course is $428 AUD per person ex GST for the entire six hours of online facilitated learning (2 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.
Select the preferred date at the bottom of this page to purchase tickets to that course or speak to us about a private booking just for your employees.
Each employee who attends the training will receive:
- Six hours of live, facilitated training.
- Course workbook containing key action points and prompters.
Payment for the course can be made by credit card, or you can request an invoice (payment must be received before the course commences).
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).
- Want to train your whole team or multiple employees? Contact us for volume-based pricing and availability.
Help Desk and Technical Support Customer Service Foundations Course Tickets
All the publicly available Help Desk and Technical Support Customer Service Foundations 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 Tech Support Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
July 2025 Tech Support Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe July 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
💡 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 >