Tech Support Customer Service Foundations Course
$428 per person ex GST (Discounts Available)
Delivered via 2 x 3-Hour Sessions
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
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.
Tech Support Customer Service Foundations Fast Facts
Build your team's confidence and capability with structured training for help desk and technical support roles.
Whether they're resolving IT issues, managing customer inquiries, or handling tough conversations, this course equips employees with the practical skills and mindset to deliver outstanding technical and customer support — every time.
Designed for Online Delivery – Interactive, Flexible, and Proven to Work
The Tech Support Customer Service Foundations course has been purpose-built for live online delivery via Zoom or Teams — combining expert facilitation with interactive exercises to ensure your team stays engaged, involved, and improving from the very first session.
Whether your staff are in-office, remote, or split across locations, our format ensures everyone can participate — with minimal disruption to operations. Learn more about the benefits of online training here.
The course runs over two 3-hour sessions, providing structure and spacing that boosts retention while keeping energy levels high. Perfect for busy support environments.
This isn’t passive e-learning. From live feedback and roleplays to real-world examples and Q&A, your employees will benefit from engaging, practical sessions delivered by industry professionals who’ve lived and breathed tech support.
Our virtual training earns consistent 5-star feedback from participants across industries. See what they’re saying here.
Prefer In-Person Delivery?
We also offer onsite training for larger teams. Contact us to discuss private delivery options.
Course Suitability
The Tech Support Customer Service Foundations course is designed specifically for employees in technical support, IT help desk, and customer service roles who assist customers with troubleshooting, problem-solving, and support inquiries.
Whether they’re new to the role, never had formal training, or just need a structured refresh, this course builds confidence and capability through practical, real-world techniques.
Delivered over two engaging 3-hour sessions, the format allows participants to absorb and apply their learning between modules — without being overwhelmed.
The customer service skills taught are relevant across all industries, technologies, and user types.
Typical roles that will benefit from this course include:
Course Modules
The Tech Support Customer Service Foundations course equips employees with the essential skills and behaviours needed to succeed in customer-facing support roles — whether they’re troubleshooting technical issues, resolving service requests, or managing challenging conversations.
Delivered as two structured 3-hour live sessions, this course format allows employees to progressively learn, practise, and apply their skills — with minimal disruption to daily operations.
Through expert facilitation, interactive role-plays, peer discussions and real-time feedback, your team will build the capability and confidence to deliver consistently professional, effective, and empathetic support.
Content is aligned with the Australian Contact Centre Phone Quality Standards, helping your employees meet industry benchmarks while enhancing service outcomes.
Every participant receives a Certificate of Achievement — and more importantly, walks away with immediately applicable skills to improve the customer experience and strengthen business results.
Session 1 lays the foundation by exploring the psychology of customers, setting expectations, and teaching employees how to engage with empathy, clarity, and intent — right from the first impression.
They’ll also learn structured techniques for identifying customer needs and uncovering the real issue behind the request, setting the stage for confident and efficient 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 builds on the core techniques by focusing on communication skills that drive resolution — educating customers, closing with impact, and managing difficult interactions with emotional intelligence.
From technical instruction to emotional regulation, this session gives employees the confidence to handle tough calls professionally and leave a lasting positive impression.
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.
What Your Team Will Walk Away With:
Compare Technical Support Customer Service Course Options
You're currently viewing the Technical Support Customer Service Foundations course — a great step up for teams who already know the basics and want to build more confidence, structure, and skill.
If you're after a shorter session, our Essentials course covers just the core content. Or if you're looking for maximum depth and reinforcement, the PRO course delivers advanced training across three sessions. Here's a quick comparison:
Not quite the right fit? We also offer customer service training for phone-based staff, frontline teams, reception roles, and managing difficult customers. Explore all training categories →
About Your Trainer
The Tech Support Customer Service Foundations course is designed and facilitated by Simon Blair , one of Australia’s most experienced and respected Customer Service & Technical Support Trainers.
Simon brings decades of experience coaching contact centre teams, IT help desks, and frontline tech support staff — blending proven methodologies with a down-to-earth, energetic style that keeps sessions engaging and results-focused.
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’.
Public vs Private Training Options
Whether you need a flexible or customised training solution, we offer both public and private delivery options to suit your team’s needs.
Public courses are perfect for individual employees or small teams looking to develop their technical support and customer service skills in a structured learning environment. Participants join from multiple businesses — offering the added benefit of diverse insights and shared industry challenges.
Private courses are delivered exclusively to your team, with the flexibility to choose the schedule, customise the content, and focus on the unique challenges your support team faces. Whether online or onsite, it’s designed around your business.
Use the comparison table below to find the best fit for your business. Still unsure?
Get in touch — we’ll help you choose the right solution!
Feature | 🎓 Public Course | 🏢 Private Course |
---|---|---|
Who Attends | Individuals or small teams from any industry | Your internal team only |
Learning Environment | Gain insights from other businesses and shared challenges | Focused discussion tailored to your business context |
Schedule | Fixed dates & times — easy to plan around | You choose the date, time and format |
Content | Standardised core curriculum | Customised examples, roleplays & support scenarios |
Delivery Format | Live Online via Zoom | Live Online or Onsite at your premises |
Cost | $428 per person ex GST | More cost-effective for teams of 4+ |
Best For | Fast onboarding or upskilling of new staff | Building team consistency & addressing specific support challenges |
Minimum Numbers | No minimum — book just 1 or the whole team | Minimum of 4 participants |
View Upcoming Public Courses > | Learn More About Private Training > |
What Participants Say About Our Customer Service Training
Our customer service training courses consistently earn praise for their practical content, expert facilitation, and real-world impact — regardless of the industry or job role.
From frontline teams to technical support and reception roles, participants leave with new skills, more confidence, and immediate takeaways they can apply on the job. Here’s what recent attendees have shared:
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
Facilitated by Simon Blair, the Technical Support Customer Service Foundations course is $428 per person (ex GST) for two powerful 3-hour online sessions, delivered by one of Australia’s leading customer service trainers.
Perfect for team members who need more depth, coaching, and hands-on practice with technical support conversations.
Choose your preferred session dates below and follow the prompts to complete your booking.
💳 Credit card and invoice payments accepted.
Lock in your place today — spots fill fast for this popular program! 🎯
Purchase a Ticket to a Public Tech Support/Help Desk Customer Service Foundations Course
All publicly available course dates are listed below. Simply click on your preferred session to purchase tickets instantly.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Have questions about this course?
Want to train your whole team or explore a customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm AEST/AEDT) or send us a message.
New public course dates are published on a regular basis!
September 2025 Tech Support Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe September 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 >