SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545

Training Course

IT Help Desk & Managed Services Customer Service Skills

Specialist Customer Service Training for all staff and management involved in IT Help Desks & Technical services



per person + GST

Course Details

IT Help Desk & Managed Services Customer Service Skills

Duration: 3 x 1 hour Sessions via Zoom

Payment & Pricing

Cost: $295.00 per person (GST exclusive)

Payment Options:

Further Information

Status: Bookings now OPEN

Certificate: Laminated Certificate upon completion

Maximum of 12 participants on this course

Upcoming Course Dates

July 2021Module 1Tuesday, 6 July 20214:00 pm - 5:00 pmEnrol Now >
Module 2Tuesday, 13 July 20214:00 pm - 5:00 pmEnrol Now >
Module 3Tuesday, 20 July 20214:00 pm - 5:00 pmEnrol Now >
August 2021Module 1Tuesday, 3 August 20214:00 pm - 5:00 pmEnrol Now >
Module 2Tuesday, 10 August 20214:00 pm - 5:00 pmEnrol Now >
Module 3Tuesday, 17 August 20214:00 pm - 5:00 pmEnrol Now >

Topics Covered

Understanding the customer service ‘experience vs. process’

Telephone Interplay skills

How we manage our customers

The need to go above and beyond the expectations of our customers

What your customers, want, need & expect

Taking ownership of problems

Time management techniques

Professional email techniques

Interpersonal skills with customers

Things we tell customers & things we don’t

Dealing with objections & escalations

Dealing with objections & escalations

Delivering bad news to customers in a professional way

Internal vs. External customers

Communication Skills

Why you lose customers

Exemplary service and how to achieve same

Complaints and why we need them

Staff attitudinal issues

Dealing with price related complaints and comments

Complaint handling and client interaction

Taking ownership of problems

Body language skills

Who Should Attend This Course?

This interactive workshop is ideal for (experienced and novice) customer service professionals and all staff wanting build on their existing skills and take them to the next level.

It is equally suitable to all forms of commercial and industrial businesses.

Whether your customer service experience has been for just a few months or a few years you will benefit from out proven techniques.

No advance preparation is necessary.

What Will I Learn?

The course is fully interactive and is specifically designed to improve your reflex customer service skills when dealing with customers by Telephone, Email or Face to Face interactions.

We will teach you a variety of skills ensuring you have clearer awareness of your customer service strengths and show you techniques that are consistent with your personality.

During this fascinating workshop you will learn that its not what you say to your customers but how we say it as well.

Learn to manage your customers, reduce call times and work more efficiently using our clever and easy to learn techniques.

The Fine Print

  • Payment must be made by credit card at time of booking
  • All prices are GST exclusive, unless otherwise stated
  • We accept Visa, Mastercard & Amex. There are no card surcharges
  • Workshops will run with a minimum of only 5 people
  • Group discounts are available when booking 5 or more people into the same workshop – contact us for more information
  • Transfers to other dates are available and incur a $20 per booking administration fee


Level 5, 115 Pitt Street
(02) 9499 3322


566 St Kilda Road
(03) 9909 0524


Level 20, 300 Queen Street
(07) 3014 0545