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

Custom 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

Course Details

IT Help Desk & Managed Services Customer Service Skills

This course can be customised to suit the specific needs and challenges of your team members and businsess

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.

Each attendee receives a laminated Certificate upon completion


Level 5, 115 Pitt Street
(02) 9499 3322


566 St Kilda Road
(03) 9909 0524


Level 20, 300 Queen Street
(07) 3014 0545