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Customer Service Skills for Technical Support



It takes more than technical ability to work a successful technical helpdesk. Help desk, Service desk staff and field service engineers also need excellent organisational and communication skills, and the ability to keep a cool head under pressure.


Using real-life examples and scenarios, Helpdesk Service Skills for Technical Staff offers tried-and-tested techniques for closing tickets in an appropriate, timely manner. This is a course that will help any helpdesk team member become an even greater asset to an organisation.


Who Should Attend?

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


Learning Outcomes / Content

Achieving Consistency in Service Delivery - These fundamental techniques will help staff achieve a consistent standard of service and raise personal awareness of their role.

  • Service Principles
  • Defining Service Standards


Managing User Expectations - Sometimes users need to be made aware of what is and isn’t possible. Make sure you keep them on side by delivering the news in a positive and proactive manner.

  • Saying ‘No’ Proactively & Delivering Bad News
  • Giving Feedback Diplomatically (Third Party Context™)
  • Acknowledging the Significance from the Users Perspective (In-house training only)
  • Keeping Users Working (In-house training only)


Organisation Skills - In a busy technical helpdesk environment, getting and staying organised is key to coping with a heavy workload.

  • Prioritising Technical Duties
  • Managing Easy Fixes
  • Coping with Continual Interruptions


User Focused Communication Skills - Technical helpdesk staff deal with stressed and even irate people on a day-to-day basis. Here’s the communication and emotional skills that can help pave the way for successful interactions.

  • Communicating with Non Technical People
  • Dealing with Users’ Impatience and Your Own Impatience
  • Keeping Users Informed
  • Dealing with Unreasonable Requests
  • Educating Users Tactfully
  • Managing Your Own Expectations (In-house training only)


Special Circumstances - To deliver exceptional service, technical helpdesk staff need to adapt to any and every circumstance.

  • Supporting Executive Users (In-house training only)
  • Supporting Special Events (In-house training only)


Exclusive Training for Field Service Engineers - When a field engineer visits a client, it’s crucial he or she properly represents the team by maintaining the highest standards – regardless of pressure or deadlines.

  • On-Site Etiquette for Field Visits (In-house training only)


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

2019 Dates Price Status Book Course
June 27th £345+vat Available Book Online
October 16th £345+vat Available

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


“The course was very good and well presented. It covered all areas needed for my job role and I have learned better ways to handle phone calls and face to face customers. I found the call structures most beneficial. The trainer was very good, she had great communication and presentation”.

Helpdesk Support

Balfour Beatty


“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