Home  >>  Customer Service Training  >>  Exceptional Service Skills for Technical Support


Exceptional Service Skills for Technical Support Course



It takes more than technical ability to deliver an exceptional experience for users and a positive / respectful working relationship between colleagues.


Hamilton Mercer’s unique Methodologies are proven to uplift the service capabilities of technical people, improve internal communications / sharing of information and boost productivity.


Who Should Attend?

Technical people (at all levels) interacting with users amd colleagues on the phone, face to face or via written communications.


Content Overview

Module 1: Service Philosophy, Responsibilities and Standards

Learning Outcomes:

Consistently delivering exceptional service to users and colleagues. Anticipating needs and adding genuine value. Dealing with unrealistic/unreasonable requests. Managing expectations. Keeping users informed.


  • Establishing a Common Service Language
  • Service Levels Framework™
  • Proactively Saying No to Requests

Module 2: Effective Troubleshooting / Creating Informative Tickets

Learning Outcomes:

Acknowledging the impact / significance of requests / technical issues from a business and user perspective. Simultaneously troubleshooting and creating informative notes. Considering the usefulness of information documented when escalating to other teams. Aiming for first time fix and maximum productivity.


  • Investigative Questioning Techniques
  • Creating Informative Notes

Module 3: User-Focused Communication Skills

Learning Outcomes:

Making users feel comfortable. Adapting terminology. Considering learning styles. Selecting the most suitable time to educate users.


  • Communicating with Non-Technical People
  • Educating Users Tactfully

Module 4: Structuring Difficult Conversations

Learning Outcomes:

Handling minor shortfalls seamlessly. Carefully structuring communications to increase the likelihood of users accepting bad news.


  • Creating a Seamless Customer Experience
  • Credibly Delivering Bad News


Learning Formats

Option 1: Tailored In-house Training (Suitable for Groups of People)

• Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

• Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

• Group Size: Flexible.

Call us to discuss your requirements on 0208 445 9625, or complete an enquiry form.


Option 2: Scheduled Courses (Suitable for Individuals / Small Groups)

• Locations / Availability: Regular courses in London (dates listed below).

• Our Approach: Questionnaires to establish key development areas. Personal action plans to support skills reinforcement.

• Length/Timings: 1 day (9.30am – 4.30pm).

• Group Size: Average of 6 delegates (maximum of 8). Led by friendly and experienced facilitators. Plenty of personal attention given.

• Refreshments: Breakfast, lunch and refreshments provided throughout the day.

• Awards: Certificate of Training presented on completion and course manual included.


London Training Centre > 20 Mercer Street, Covent Garden, London WC2H 9HD.

2020 Dates Status Price Book Course
March 3rd Available £345+vat

Book Online

April 30th Available £345+vat

Book Online

June 10th Available £345+vat

Book Online

Additional Dates: Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

Special Offers: Discounts for Multiple bookings, Charities and Social Enterprises.



Our Clients Include


Call 0800 121 4660
Enquiry form Click here

"I found the course to be extremely interesting and feel that I have gained so much from it. The Trainer was excellent, they were very knowledgeable, and also made the course fun and interactive”.

IT Support Technician


“The helpdesk training was very useful. We have all learnt something new”.

Helpdesk Support Officer


“Very engaging and informative. gave a different insight into Customer Service which was very beneficial”.

Service Desk Analyst



“Really impressed by the fluency and the easy-understanding of the course guidelines. The Trainer was competent and friendly, while showing us a really important point of view of the Service Quality, and also teaching us how to improve our skills to keep growing in the professional working environment”.

Service Desk Engineer

Littlefish IT Support


“I thought the course was excellent, I will always try to reassure a customer even when I can’t help them. I thought the training was very interactive, the trainer had a very good teaching style and was very demonstrative”.

IT Helpdesk Support

Greenwich PCT