Technical Support and IT Help Desk Skills

Technical Support and IT Help Desk Skills

 “A really practical, informative and relevant one-day training course that will raise the standards, skills and customer-focus of your support and technical staff.”

Technical support skills

Just a few of the learning points…

  1. Improve productivity, shorten support calls and emails, delight customers and say ‘NO!’ nicely!
  2. Understand and manage customer expectations accurately so that you deliver more than you promise and exceed expectations – in what you do and HOW you do it
  3. Learn a range of customer-focused communication techniques, tools and skills that will help you solve questions and problems faster
  4. Understand what customers like, want and expect and the true value of customer satisfaction.
  5. Satisfy complainers, and calm upset customers and regain confidence and goodwill.
  6. Turn problems into opportunities – for either greater loyalty or increased customer satisfaction
  7. Improve customer satisfaction through more accurate use of rapport, questioning, personal presentation and problem-solving skills
  8. Make every customer feel SPECIAL – using a proven model – how to add value to every customer experience


This course is ideal for finance, IT and technical support staff, managers and team leaders.


Each element of the course includes:
• High-quality training presentation
• Group exercises and team activities
• High degree of participation and interaction

Special features

The course can be tailored to include any specialist topics such as advanced telephone skills, dealing with complaints, internal planning, etc, according to organisational need or the skill level of the participants.  For a customized course outline, please contact us through our contact form below.

Comments or questions are welcome.

Technical Support and IT Help Desk Skills Training
Technical Support Skills

technical support training outline 2016

Course outline – Technical Support Skills Training

1. Introduction

  • Personal objectives – and introducing the ‘Learning diary’
  • The ‘problems into opportunities’ approach
  • Knowing what your customers really want and expect from your company and you personally – the three S’s of success
  • Applying these principles to different types and categories of customer

2.  Making every customer feel SPECIAL

  • The main types of IT and technical service offered – where do you rate?
  • The difference that makes a difference – examples of good and bad service situations
  • The seven qualities that make customers feel SPECIAL
    • Speed and time
    • Personal / personalise
    • Expectations – manage and exceed
    • Competence / courtesy
    • Information
    • Attitude
    • Long-term relationship and follow-through
  • Applying the SPECIAL qualities to your job
  • Qualities of IT and technical customer service superstars
  • Practical exercises

3.  Professional communication skills

  • Gaining rapport and connecting with customers – and how to adapt for different regions
  • How to quickly ‘tune in’ to different types of customers, so that you can serve them more easily and effectively
  • Understanding body language and non-verbal communication
  • Specific gestures and phrases that put customers at ease
  • Using the right form of communication – telephone, email and face-to-face
  • Best practice summary

4.  Customer drawing-out skills and needs analysis

  • Different types of question and how to ask more effective questions
  • Active listening and drawing-out skills
  • Leading with examples and high-impact questions
  • Creating clarity and confidence through summarising and restating

5.  Dealing with customer dissatisfaction

  • The reasons customers complain – and what to do first when they do
  • Why complaints are GREAT FUN! – a proven method of dealing with these situations
  • Ways to calm angry customers (and handle verbal attacks)
  • How to react when you’ve let a customer down because you have missed and expectation or promise

6. Managing ‘difficult’ customer situations

  • Conflict management: a five step approach to gaining customer confidence, taking control of the situation and moving to constructive solutions
  • Escalation – when and how to escalate difficult situations
  • When it is fine to defend, explain or justify – and when it is not
  • What to do when you don’t have an answer the customer wants to hear

7. Customer problem solving skills

  • Using creative thinking and problem-solving methods to resolve issues quickly
  • How to use proper preparation to ward off excessive or unreasonable demands
  • Managing customer expectation and exceed it by using ‘prompt sheets’, other aids and internal processes
  • Five ‘listening loops’ – what they are and how they can prevent disgruntled customers
  • How to ensure effective follow-up to problems and complaints
  • How best to review and measure customer satisfaction and take your service to the next level – personalised customer service

8. Managing internal response

  • Improve your influencing skills when gaining information and support from internal support providers
  • How to master the skills of ‘horizontal delegation’
  • Follow-through and ensuring your requests stay high priority

9. How to stay cool under pressure

  • How to get off the ‘good customers/bad customers’ roller coaster
  • Tips to revitalise your spirits, even on a bad day
  • How to turn your encounters with difficult customers into an ‘inner game’ that is challenging, firm and productive

10. Managing customer priorities effectively

  • Techniques and attitudes to cope more effectively with high workloads, conflicting priorities and client expectations
  • To plan effectively in a reactive and short-term focused environment
  • How to use key assertive techniques to manage expectations – in other words, how to say no, nicely!
  • Maximise personal productively through improved prioritising, scheduling and delegating
  • How best to agree realistic deadlines and priorities with others

11. Pulling it all together

  • Qualities of IT and technical customer service superstars
  • Summary of key learning points
  • Action plans
  • Learning diary

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