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

Hamilton Mercer
Course summary
One Day (Classroom and Live Virtual)
199 GBP excl. VAT
Professional Training
Next available date: 20/05/2021 09:30 - Online courses
Course Dates
Online courses
199 GBP

Online courses
199 GBP

Online courses
199 GBP

Online courses
199 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 £199 + 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 Training

Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.

About provider

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 58 reviews.

RPMI, IT Service Desk
I attended the course on 15/04/21 which was hosted by Simon Scofield. The content of the course was very useful and good to put in practice in our environment. The delivery of the course by Simon was excellent - constantly kept the session interesting / enjoyable and interactive. Thank you
Tate & Lyle, IS/IT Operations Analyst
The Trainer is a pro - he has a wit and is able to lead the training, deliver the content and mix it with interesting stories and helpful information.
Tate& Lyle, IT Business Partner Analyst
Good trainer - good examples - engaging.
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Course rating
Based on 58 reviews.
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