Technical Support Customer Service Training
Empower your technical support and help desk teams to deliver exceptional customer experiences with our specialised Technical Support Customer Service Training programs.
Designed specifically for employees in technical support and help desk roles, our training courses are built to equip your team with the skills and confidence needed to handle every customer interaction with professionalism, empathy, and efficiency.
With decades of experience and methodologies aligned to the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, our training doesn’t just teach the basics — it transforms how your team approaches technical support challenges, ensuring consistently superior outcomes for your business.
Explore our range of courses below to find the perfect fit for your team’s needs, or discover how we can tailor a solution just for your business.
Why Training Matters for Technical Support & Help Desk Teams
Technical support and help desk employees are on the frontline of customer experience, often handling frustrated users, urgent issues, and complex technical problems—all while maintaining professionalism and empathy.
Yet, many employees enter these roles with strong technical knowledge but little formal training in customer service.
Without the right customer service skills, even the best technical experts can struggle to:
- De-escalate difficult customer situations effectively.
- Communicate technical concepts in a simple, user-friendly way.
- Manage customer expectations and build trust.
- Handle high-pressure support calls efficiently without burnout.
But there is a solution!
Why Investing in Customer Service Training Delivers Real Business Benefits
Organisations that prioritise customer service training for their technical teams see measurable improvements in:
✅ Customer Satisfaction (CSAT): Higher ratings from users who feel heard and understood.
✅ First Call Resolution (FCR): Fewer repeat calls due to clearer communication and better issue resolution.
✅ Employee Engagement: Well-trained employees feel more confident, reducing stress and turnover.
✅ Brand Reputation: Customers remember how they were treated just as much as whether their issue was fixed.
This is why our Technical Support Customer Service Training programs focus on developing the essential soft skills that turn technical experts into customer service professionals.
Explore Our Ready-Made Technical Support Customer Service Courses
We offer three levels of Technical Support Customer Service Training, carefully designed based on years of experience training technical support and help desk teams. Our structured approach ensures maximum impact with minimal disruption, allowing businesses to choose the right level of training without the hassle of building a program from scratch.
Each course is delivered live and online by industry expert Simon Blair, ensuring an engaging and practical learning experience. Whether you need foundational training or advanced techniques, our programs provide the right balance of essential skills, hands-on practice, and real-world application to drive measurable improvements in customer service performance.
✔ Proven Framework: Built on decades of experience, aligning with industry best practices.
✔ Flexible Levels: Choose the course that best suits your team’s needs—from core fundamentals to advanced techniques.
✔ Hassle-Free Training: No need to design a curriculum—we’ve done the work for you, ensuring a seamless learning experience.
Our three-course structure works for most businesses, but we also understand that every organisation is unique. If you need a tailored solution, we can design a custom training program to address your specific challenges, team dynamics, and business objectives.
Browse the options below to find the perfect course for your team, or contact us to discuss private and custom training solutions.
Essentials: Technical Support Customer Service Training (3 Hours)
The Essentials course provides a fast, effective way to equip your technical support and help desk employees with the critical customer service skills needed to deliver exceptional support experiences.
With a focus on the core fundamentals, this 3-hour course is perfect for onboarding new hires or refreshing skills for existing employees.
Course Details:
- Name: Essentials: Technical Support Customer Service
- Duration: 1 x 3 hours
- Price: $278.00
- Outcomes:
- Learn core customer engagement and call handling techniques.
- Develop Simple yet effective strategies for managing difficult customers.
- Learn structured approaches to improve customer interactions.
Why Choose This Course?
This course is ideal for teams needing a quick, impactful training session that delivers immediate improvements in customer service skills.
Foundations: Technical Support Customer Service Training (6 Hours)
Build on the fundamentals with our Foundations course. This six-hour training dives deeper into the key skills needed for technical support, offering more time for practice and in-depth learning.
Ideal for employees looking to elevate their capabilities and deliver consistently excellent support experiences.
Course Details:
- Name: Foundations: Technical Support Customer Service
- Duration: 2 x 3 hours
- Price: $428.00
- Outcomes:
- Reinforce and refine core customer service techniques with deeper learning and practice.
- Gain confidence through structured role-plays and real-world scenarios.
- Strengthen issue resolution skills to handle a wider range of customer interactions.
Why Choose This Course?
Designed for teams seeking a balance between foundational skills and advanced strategies, this course ensures sustained customer service excellence.
PRO: Advanced Technical Support Customer Service Training (9 Hours)
Take your team’s skills to the next level with the PRO course. Spanning nine hours, this comprehensive program focuses on advanced customer service techniques for technical support roles.
Perfect for teams handling complex customer issues or seeking to deliver world-class service consistently.
Course Details:
- Name: PRO: Advanced Technical Support Customer Service
- Duration: 3 x 3 hours
- Price: $548.00
- Outcomes:
- Premium communication and problem-solving techniques.
- Mastering customer engagement across all call stages.
- Handling high-pressure and difficult customer interactions.
Why Choose This Course?
For teams aiming to lead the industry in customer support, this course ensures your employees deliver consistent excellence, no matter the challenge.
Public vs Private Training Options
Whether you need flexibility or a ready-to-go solution, we offer both public and private training options to suit your team’s requirements.
Public courses are perfect for smaller groups or organisations looking to upskill individual employees, while private courses provide customised training designed specifically for your business.
Choose from online or onsite delivery options to fit your operational needs.
| 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 | Customised to your business |
| Delivery Method | Live online | Live online or onsite |
| Cost | $278–$548 per person (depending on the course) | Cost-effective for larger groups |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >Why Choose CX Skills?
With hundreds of satisfied customers across Australia, we’ve built a reputation for delivering exceptional training that produces real results.
Here’s why organisations trust us to deliver their technical support customer service training:
• Specialised Expertise: We focus exclusively on customer service, technical support, and contact centre training.
• Flexible Delivery: Public and private courses delivered live online or onsite.
• Proven Methods: Soft skills and behaviours aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards.
• Industry-Leading Trainers: Courses facilitated by Simon Blair, Australia’s top customer service trainer.
Excellent Tips, Tricks and Skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Ready to Elevate Your Team’s Customer Service Skills?
Invest in your team with live, interactive training designed for technical support and help desk professionals.
Our expert-led courses provide practical skills your employees can apply immediately, helping to improve customer satisfaction, efficiency, and confidence.
Choose the Best Training Option for Your Team
• Public Course Dates: Secure your spot in one of our upcoming public courses. See the available dates below.
• Private Training: Need more flexibility? Contact us for a tailored quote and scheduling options.
How to get in touch: Call us on 03 9008 7287, email us at enquiries@cxskills.com.au, or send us a message >
Upcoming Public Technical Support Customer Service Training Courses:
March 2025 Tech Support Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
March 2025 Tech Support Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTSuitable for employees working in technical support and helpdesk roles, this March 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
March 2025 Tech Support PRO
Online via Zoom Price: $548.00 AUD ex GSTEmpower your technical support/helpdesk employees with premium customer service skills in the March 2025 Tech Support PRO course delivered over 3 x 3-hour live virtual/online sessions (total 9 hours training).
1. Who should attend these courses?
Our Technical Support Customer Service Training courses are designed for anyone working in a technical support, help desk, IT support, or customer support role. Whether your team members are new to the role or experienced professionals looking to refine their skills, our training will help them handle customer interactions with confidence, empathy, and efficiency.
2. What’s the difference between public and private courses?
• Public courses are scheduled training sessions where employees from different companies join together for a structured learning experience. These are ideal for smaller teams or individual employees.
• Private courses are exclusive to your organisation, allowing for flexible scheduling and customisation to suit your business needs. You can also choose between live online or onsite delivery.
3. Are the courses delivered online or in person?
All public courses are delivered live online via Zoom, providing an engaging and interactive learning experience without the need for travel. Private courses can be delivered either online or onsite at your location (travel fees may apply).
4. How long are the courses, and what’s included?
• Essentials Course: 1 x 3-hour session (core skills training).
• Foundations Course: 2 x 3-hour sessions (more depth and practice).
• PRO Course: 3 x 3-hour sessions (advanced skills and role-playing).
All courses are led by industry expert Simon Blair and include practical demonstrations, interactive exercises, and real-world application.
5. What if I need to train my entire team?
For larger teams, a private training session is the best option. We can work with you to schedule sessions at a time that minimises disruption and tailor the content to your business needs. Contact us for a customised quote.
6. Can the content be customised for our business?
Our ready-made courses are specifically designed for technical support and help desk employees, leveraging decades of industry experience to deliver proven, high-impact training. While these courses follow a structured curriculum, employees will still have opportunities to discuss real-world examples from their business and apply what they learn to their specific roles.
For businesses looking for a fully tailored experience, we also offer custom training solutions. This allows you to:
• Adjust the course length to suit your team’s availability.
• Focus more (or less) on certain modules based on your priorities.
• Incorporate business-specific examples, processes, or role-playing scenarios.
If you’d like a customised training program, contact us to discuss your requirements, and we’ll create a solution that aligns with your team’s needs.
6. Is online training more cost-effective than in-person training?
Yes! Online training eliminates travel, venue, and catering costs, making it a more affordable option for businesses while still delivering high-impact learning.
With our live online training, you get:
• Expert-led courses without the expense of flying in a trainer.
• Flexible scheduling that minimises operational disruption.
• Smaller, focused sessions that reduce the need for full-day employee absences.
This means your team gets premium training at a lower cost, while still benefiting from interactive, real-world learning.
Check out our Online Training Benefits to learn more! 🚀
7. How do I book a course?
• Public Courses: View upcoming dates above and click “Learn More & Get Tickets” to book online.
• Private Courses: Get in touch with us to discuss your needs and receive a customised proposal.