Technical Support and Help Desk Customer Service Training Foundations training course 

$598 Per Person

(Bulk Discounts Available!)

Brand new course for 2024!

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, how to handle difficult customers, and how to build their resilience to handle the rigours of working in a customer support role.

Delivered virtually (online), it also enables us to use to two genuine industry experts so your employees learn directly from the best. ensuring your get a great return on your investment.

The course is delivered live over 3 x 3-hour online/virtual sessions (total of 9 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 positively impact your customers and business like never before.

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

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

  • 3 x 3-Hour modules (9 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, handling difficult customers, and resilience and wellbeing skills to enable them to consistently perform at their best.
  • 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!).
  • Designed and facilitated by TWO industry experts (not just someone reading off a Powerpoint template!)

Optimised for online learning (virtual training)

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

And with the benefits of live facilitated online training, we are able to effectively use two expert trainers that would otherwise not be feasible with onsite training due to the additional costs.

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.

With short, 3-hour modules, it enables you the flexibility to schedule the training with minimal disruption for your business as well as delivering 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

Who should do this course?

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 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different modules.

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 role, 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.
  • Skills on how to build resilience in the workplace that will enable your employees to consistently work at their best when dealing with customers on a regular basis. 
  • Expert tips on wellbeing to enable your employees to achieve optimal health (that will enable them to perform at their best inside and outside of work)

9 hours of training delivered over 3 x 3-Hour Sessions 

The public version of the Technical Support and Help Desk Customer Service Training Foundations training course is a 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.

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 per week for three weeks, complete all the sessions in consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements.

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

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 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 and how to effectively managing 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

4. Needs Discovery

We’ll teach your employees the 3 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.

Session 3 - Resilience & Wellbeing

Providing customer support all day can be physcially and mentally draining, so smart businesses know that by investing in your employees’ well-being not only improves employee engagement, but also delivers benefits for your business.

In this module, we teach your employees the foundations of resilience to ensure they are better equipped to deal with the rigours of customer support that will result in improved performance, reduced stress leave, lower turnover, etc.

But even armed with the best resilience skills, if your health is poor and you are constantly feeling sick, tired, etc., it’s hard to perform at your best.

So this module also includes some global best-practice health and wellness tips that will positively impact your employee’s health and well-being inside and outside of work.

1. Resilience – What it is and isn’t

Resilience is often described as our ability to deal with difficult situations and recover quickly, usually described as toughness. What is frequently missed is the ability to master these situations, or more than one situation, in a way that is healthy and suits each of us.

Resilience is not just the ability to ‘soldier on’ but how to embrace difficult times and challenging situations as a learning opportunity without carrying the burden.

2. Pillars of Health And Wellbeing

The 4 Pillars of health and wellbeing are the foundations that will set you up for success and give you the strong base to build resilience, critical thinking and a solutions focused approach.

Ensuring your team has the strongest and most solid foundations will enable your employees to position themselves in the top per cent of those who are able to not only manage, but master difficult situations and challenging times.


3. Creating an environment to build resilience

This is not about soldiering on or being toughening up. Real resilience comes from the habits, thoughts and behaviours that create a healthy external and internal environment.

Having both the short term and long term strategies to effectively deal with life’s challenges as they arise are essential to your success and the success of your team, both professionally and personally.

This module will give you the tools to build upon your current strategies and steps to move through your day in the best way.

4. Top Tips to Wellbeing

Your employees will learn some of the leading well-being tips that will keep them happy, healthy, vital and consistently performing at their best.

Small and simple tips that create big results when consistently applied will result in your team having higher employee engagement, improved productivity, lowered stress levels, and a higher level achievement.


Not one, but two expert Trainers!

When you are building a house, you wouldn’t ask the painter to do the electrical work or get ask the plumber to do the brickwork. You’d have the specialist trades perform their respective skills to get the best result.

And that’s the same approach to training!

Resilience/Wellbeing is a completely different skill from customer service skills, so to ensure you get the best result for your employees, we use two specialist trainers!

It’s one of the big advantages of virtual/online training, enabling us to use two industry experts to deliver the best training outcomes, and for this course, we’ve got two of the best in the business!

Both Simon Blair and Nant Nissen are respective experts in their fields, each with decades of experience behind them.

This ensures that participants of the Technical Support and Help Desk Customer Service Training Foundations training course receive the maximum benefits, delivering the best return on your training investment.

Simon Blair

Simon Blair trainer for Technical Support and Help Desk Customer Service Training Foundations course
Simon Blair, one of Australia's leading customer service & tech support trainers!

Simon has trained thousands of employees across a variety of businesses in Australia in a career spanning over 30 years and he’s recognised as one of Australia’s leading customer service trainers, providing high-energy, fun and interactive training sessions that deliver immediate results!

Nant Nissen

Nant Nissen customer service foundations course
Nant Nissen, Global Health and Wellness expert.

Nant is a global health expert with three decades of experience backed by extensive academic qualifications and evidence-based methods combined with an unequivocal passion that has helped elite athletes, small and large businesses, and senior executives achieve incredible, sustainable results.

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 Technical Support and Help Desk Customer Service Training Foundations course is only available for private bookings, enabling you to request the dates and times that best suit your business, and it will be exclusive training just for your employees.

The pricing is based on $598 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.

A private Technical Support and Help Desk Customer Service Training Foundations course requires a minimum of four people, and typically, we allow a maximum of fourteen people per group/class.

Each employee who attends the training will receive:

  • 9 hours of live, facilitated training.
  • Course takeaways containing key action points and prompters.
  • A Credly Digital certificate of completion.

Payment for the course can be made by credit card or you can request an invoice (payment to be made prior to the course commencing).

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.

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