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Exceptional Service Skills for Technical People/Support – Classroom or Live Virtual Classroom

Hamilton Mercer
Course summary
3 Hours (Live Virtual Classroom) - One Day (Classroom)
179 - 275 GBP excl. VAT
Professional Training
Next available date: 28/01/2021 09:30 - Online courses
Course Dates
Online courses
179 GBP

Online courses
179 GBP

275 GBP

275 GBP

Course description

Exceptional Service Skills for Technical People/Support – Classroom or Live Virtual Classroom

Do you sometimes struggle when dealing with non-technical people? Would you like to learn how to deliver customer service that gets results? Good helpdesk technical service goes beyond just specialist know-how – it’s about communicating effectively with customers and colleagues and organising your work so that you can solve problems in a fast and efficient manner.  

Hamilton Mercer’s Helpdesk Customer Service Skills for Technical Staff course has been developed using real-life scenarios and industry best practices to give any technical helpdesk staff member the skills they need to close tickets on time and become a valuable team asset.

You’ll learn how to keep calm under pressure, communicate with non-technical people and deliver great service that builds a reputation of trust.

Suitability - Who should attend?

Hamilton Mercer’s Helpdesk Service Skills for Technical Staff Course is suitable for anyone working in a technical helpdesk looking to improve their personal or team’s helpdesk efficiency skills.

Training Course Content

  • Service Principles
  • Defining Service Standards
  • Managing Customer Expectations
  • How to Say ‘No’ Proactively and Deliver Bad News
  • Giving Diplomatic Feedback
  • Prioritising Technical Tasks and Managing Easy Fixes
  • Dealing with Constant Interruptions
  • Speaking to Non-Technical People
  • Keeping Users Informed and Educating Them Tactfully
  • Dealing with Impatience (Customers’ and your Own)

Learning Outcomes

  • Discover the principles of good service
  • Learn how to respond effectively to challenging customer queries
  • Learn how to organise and prioritise workloads
  • Discover techniques for communicating with non-technical staff and customers
  • Find out how to educate customers in a language they understand
  • Deal effectively with challenging work situations and behaviour

Why choose Hamilton Mercer

UK's leading provider of Customer Service and Personal Development learning

Over 100,000 learners trained

Formed in 2007


The cost for the 1 Day Live Virtual Classroom course is £179 + VAT per learner.

The cost for the 1 Day Classroom course is £275 + VAT per learner.

Multiple booking discounts are available along with discount for charities.

Tailored On-site Training

Hamilton Mercer can also deliver this course at your premises, we will tailor the content to meet your organisation’s needs.  Please get in touch for a quote.

About provider

Hamilton Mercer

Hamilton Mercer

We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...

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Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

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Average rating 4.8

Based on 54 reviews.

Node4, Network Project Engineer
i want to give a big shout out to Simon the instructor, I came to the course thinking it would not be much help but after a days training I understand how tone of voice and wording can make a big impact with both clients and colleagues, this is something i believe all colleagues should attend.
The content of the course has given me insight into looking at things differently. Simon did a fantastic job in delivering the training, he kept me engaged throughout the training and was able to explain things in a simply terms. I found the Esaas training very informative and will definitely put what I have learnt into practice.
Node4, Stock & Asset Manager
The course was most enjoyable. The way Simon delivered the course was very good, being both informative & interactive
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Course rating
Based on 54 reviews.
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