Technical Support Skills Training Workshop

Technical support skills training

A really great way to boost your technical support and help-desk skills, knowledge and attitude!

A half-day or one-day practical live course with full online e-learning course for 12 months. Powerful skills-based training for all IT, engineering, technical and support staff . Choose from open courses or in-house training at your location.  In-house courses can be personalised and customised free of charge to suit your business or organisation needs and style. Suitable for both internal and external customer or user support.

“Advanced problem solving with improved telephone skills, email and face to face communication. Faster, more positive and responsive skills, knowledge and attitude.”

Who should attend? Everyone, but especially all IT, help-desk, administration, technical and support staff.

Business benefits: Not just happy users and customers or users…delivering brilliant customer service is also more efficient and can save time, money and energy. Other benefits include improved staff morale and improved customer retention and goodwill.

Benefits for attendees: More confidence in dealing with all types of customer situation, plus new skills and techniques to help achieve greater success and positive customer experiences.

This course “Technical Support Skills” is now available as a blended-learning, half day course with mobile app, in partnership with the Institute of Microtraining UK.

“Learn more in less time – the ideal solution for practical business skills training.”

elearning on a smart phone app
elearning on a smart phone app

The Institute of Microtraining UK has a proven system of effective training. It combines the best of traditional classroom training and mixes it up with mobile app technology.  Less time away from the desk reduced costs and more applied learning points.

Also available as an in-house training event or attend an open course. Prices from £99 per person +VAT.  Full e-learning online course and mobile phone app included with all live training workshops.

How it works: The course comprises of a practical live training workshop plus content-packed e-learning program.  Choose from either an in-house event held on your site or attend one of our regular open courses. Each event runs from  09.30 – 12.30 plus e-learning on-line course and mobile phone app with full access for 12 months.

Pricing: Either way, the cost is the same: From just £99 per person. Get a free online quote in minutes – click here.

About the course: This course has been developed over many years and is a really powerful, practical and informative half-day in-house on your premises or monthly open courses in London, Birmingham and Edinburgh. More information.

This training combines live workshop training and on-line e-learning. Training that keeps working long after the initial course. All our training courses are now available as one day, half day live training plus the option of blended learning with on-line mobile app courses and e-learning format websites.

On-site and open-course training with excellent results, skill-boosting and motivational customer service skills course, ideal or both internal and external support staff. This practical customer service training course has a simple objective:

“…to raise IT and technical customer service and support standards by instructing, equipping and inspiring participants to solve problems quickly AND delight users at every opportunity.  “


Participants will acquire essential tools, skills and methods; discuss specific organisational issues and identify areas for improvement. Topics include telephone skills, email and face to face communication, plus advanced problem solving, managing expectations and handling difficult situations.

Technical support skills
Technical support skills training

Key learning objectives – Technical Support and IT Help Desk Skills Training

Telephone skills, email responses, working smarter, calming upset users, saying “no” nicely, managing expectations – all covered in depth and much more besides.  By the end of this workshop, participants will be able to:

  • Establish the standards and systems that can make every customer feel special
  • Understand what customers (whether internal or external) want and expect from you
  • Learn a range of customer-focused communication techniques, tools and skills that will help you solve questions and problems faster
  • 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
  • Satisfy complainers, and calm upset customers and regain confidence and goodwill
  • Turn problems into opportunities – for either greater loyalty or increased customer satisfaction
  • Improve customer satisfaction through more accurate use of questioning and problem-solving skills
  • Learn from customer problems and complaints and help prevent them in the future
  • Make every customer feel SPECIAL – using a proven model
  • Manage your time and learn practical ways to prioritise customer calls and problems effectively
Technical customer service skills training
Technical customer service skills training

Format  of the live workshop: The training is very practical and objective. Very clear and specific skills, models and techniques are covered. The focus is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches to real-life examples taken from their own situations. Each element of the course includes:

Customer service skills training
Customer service skills training
  • High-quality training presentation
  • Group exercises and team activities
  • High degree of participation and interaction

The course includes regular discussion, planning and other practical exercises to develop and practice the skills and methods presented. The presentations and exercises are tailored to specific situations from participants’ work. The style is up-beat and motivational. To receive a full training course outline – fill out our contact form below for a free quote and sample workbook.

Online quote for in-house training

 Reserve a place on an open course – London, Birmingham and Edinburgh


Live half-day workshop plus comprehensive on-line course for PC and smart phone . Just £99 per person, plus vat. Call or email for course outline and full details. click here.
Or call  020 3289 7704/ 07515 851691  

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