Technical Support and Help Desk Customer Service Training FOUNDATIONS training course 

Do you have employees who work in technical support/help desk roles that need some preofessional training on how to deliver consistently great customer experiences for your customers?

We’ve designed this Technical Support and Help Desk Customer Service Training Foundations course to deliver what we consider the core fundamentals skills required for anyone who works in a customer support role such as technical support, IT customer support, help desk etc.

Your employees will benefit from decades of experience and the skills we teach are aligned to the Australian Customer Experience Professionals Association (ACXPA) Quality Standards,  ensuring your employees will be taught skills that are proven to improve customer outcomes.

The Technical Support and Help Desk Customer Service Training Foundations course combines some of our most popular short courses into one handy course, equipping your employees with premium skills on how to deliver great customer service efficiently and effectively, along with how to handle difficult customers.

Delivered virtually (online), the course is delivered live over 2 x 3-hour online/virtual sessions (total of six hours of live, expert training), where your employees will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance to deliver an immediate uplift in your employee and customer experience.

So if you’re looking for a great all-round course that will return the investment you make in training your employees with an immediate uplift in performance, this is one course not to be missed!

Help Desk Foundations online training course
IT Customer Support Foundations training course price

Learn more about the course by scrolling below or jump straight to a section:

Technical Support and Help Desk Customer Service Training Foundations training course Fast Facts

  • 2 x 3-Hour modules (6 hours in total) of live, facilitated training by industry experts, so it’s easy to schedule with minimal operational impact.
  • Suitable for any employee dealing with customers over the phone in a help desk/technical support role (office/admin, call centre, customer support etc).
  • Employees will learn leading customer service support techniques and how to handle difficult customers.
  • The skills & methodologies are aligned with the Australian Customer Experience Professionals Association and can be applied across any industry.
  • All sessions are delivered live & online with high engagement (learn and laugh!).

Optimised for online learning (virtual training)

This course has been specifically adapted to be delivered online/virtually via Zoom (or Teams), with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

Being online, it is easily accessible to anyone with an internet browser, whether they are in the office or working remotely from home or across different locations.

The Technical Support and Help Desk Customer Service Training Foundations training course will introduce and coach your employees through the essential behaviours needed for superior customer support that triggers positive emotions and high levels of customer and employee engagement.

Two short, 3-hour modules enable you the flexibility to schedule the training with minimal disruption for your business and deliver improved learning outcomes (it can be challenging to focus for an entire day of training and retain all the learnings).

Technical Support and Help Desk Customer Service Training Foundations course in Australia

Course Suitability

Technical Support and Help Desk Customer Service Training Foundations course modules

The Technical Support and Help Desk Customer Service Training Foundations training course has been designed to help any employees who work in a role that interacts with customers.

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 skills we teach are applicable to all industries, products and services!

Typical roles 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 alternative courses for technical support/held desk employees, you may be interested in:

View all our Customer Service Courses >

What your employees will learn:

The Technical Support and Help Desk Customer Service Training Foundations course is designed to equip employees with the essential skills they need to work in a role that involves working with customers in a support capacity.

How to have better conversations with customers, how to handle tough situations and how to ensure they can consistently perform at their best are all covered in this course that pulls content from some of our most popular courses and rolls them into one!

There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training conducted in a safe, fun and welcoming online environment.

At the end of the course, your employees will be provided with a certificate of achievement, and most importantly, they’ll be empowered with new skills that will help them succeed in their roles and deliver improved outcomes for your business.

Key course outcomes include: 

Technical Support Foundations course outcomes
  • Customer Service Support skills that enable your employees to engage customers with confidence to deliver experiences that will improve the outcomes for your business (i.e. improved customer satisfaction).
  • Skills to handle difficult customers that will reduce anxiety in your staff in how to handle those tough situations, and ensure your business has a reduced level of frustrated customers.

Six hours of training delivered over 2 x 3-hour Sessions 

The public version of the Technical Support and Help Desk Customer Service Training Foundations training 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.

This course can also be conducted privately,  which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver one 3-hour session every Wednesday morning if that is your quietest time, complete the two sessions in consecutive days or do them both on the same day (AM and PM session) and the content can be customised to suit your exact requirements using local examples etc.

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.

The skills taught align with the Australian Customer Experience Professionals Association Quality Standards required to deliver great customer service either over the phone or in person.

Session 1 (3-hours)

1. The Psychology of Customer Service & Support

This module sets the scene about what customers want and need when seeking customer support and workshops with participants educated on what makes a poor, average & superior tech or customer support experience.

We’ll teach your employees how to identify and understand the different types of difficult customers and what they need from their service experiences when they voice concerns.

2. How to Engage

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

3. How to Close

Staff 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.

Session 2 (3-hours)

4. Needs Discovery

We’ll teach your employees the three critical discovery techniques (as used by the FBI) to more effectively identify, check and confirm the root cause of customer issues that is driving them to seek support and what is needed to resolve their enquiries in an efficient manner.

5. How to Educate

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.

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

6. Handling Difficult Customers

This module includes an exploration of the science behind emotions and how they can impact our brain chemistry and functions.

We will help your staff apply a two-step method to understand better what is happening with emotional customers in real-time and what is needed to validate and diffuse emotion effectively.

They will learn the most appropriate language, empathy techniques and actions required for better experiences and call outcomes.

Other recommended courses for technical support/help desk roles include: Technical Support & Helpdesk Essentials (a short 3-hour course), Technical Support & Helpdesk PRO, (the nine-hour version of this course),  Live Chat Customer Service and Email Customer Service.

Search all Customer Service training courses > 

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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Pricing and Payment Options

The price for this Tech Support 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).
  • 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 your whole team or multiple employees?  Contact us for volume-based pricing and availability.
Customer Service course for Help Desk

Do you have any questions about the Technical Support and Help Desk Customer Service Training Foundations course?

Contact us on +61 3 9008 7287 between 08:30 to 17:30 AEST/AEDT (Melbourne, Australia) Monday to Friday, or complete the form below and send us a message anytime.

Purchase a ticket to a public Tech Support Foundations Course

All the publicly available Technical Support 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!

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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 >