Support Professional


The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today’s support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.

This two-day course provides the customer skills necessary to deliver quality services in today’s high expectation and complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication; professionalism on the telephone and email; questioning techniques; adapting to the customer; dealing with seven types of difficult customer; maintaining credibility and effective teamwork.

Who Should Attend

Support professionals who want to provide exceptional customer support. The program teaches soft skills techniques and strategies to effectively work with all types of customers while solving technical problems over the telephone or via the Internet.

Experienced support professionals who have not received benefit of customer service skills training will gain new skills and reinforce their current practices.


  • Improved Customer Satisfaction
  • Improved Participant Morale
  • Increased Staff Retention
  • Standard Customer Service Skills Program for the Organisation

More information

To request a course brochure, please complete our Contact Us form.


  1. Brian Dinneen says:

    Enjoyed class. Provide keep background info for tips, tricks, hints that I have slowly been recieving from co-workers.

  2. Adam New says:

    Excellent class. Very good instructor.

  3. Arnold Jakstas says:

    Record parts of the session

  4. Nicolas Vigier says:


  5. Suneth Jayarathne says:

    The course was well organised and the instructor made it really enjoyable and interesting. Would prefer if this was for 3 days instead of 2.

  6. Michael Hall says:

    The class was fun, interactive and helpful in learning more about customer interaction

  7. Jack Lang says:

    Personal productivity is it’s own subject. Changing gear at the end of 2nd day to focus on yourself and not the customer (unofficially) the focus of the first 8 sections is jarring didn’t take it in.

  8. Diki Thomas says:

    Materials could be less American and OTT

  9. Peter Pimley says:

    The laptop/projector had a few problems

  10. Bart Kijanka says:

    Great and positive! Enjoyed and didn’t feel sleepy.

  11. Janete Oliveira says:

    It is a good course for refreshing and also for new starters

  12. Michael O'Donovan says:

    I have done three of these customer communication courses over the last few years. They have all covered the same topics but this course was the best presented and most enjoyable.

  13. Abdul Almidani says:

    All Good

  14. Anna Krol says:

    It would be great if I could see more examples relating also to typically my job (project management) More movies with Carlos!!!

  15. Jaroslaw Pawlowicz says:

    Overall satisfied, although my day to day job doesn’t include support activities, however I do need to manage customers and projects.

  16. Mariusz Wilarski says:

    Passionate trainer/instructor! Handy materials/handouts

  17. Krzysztof Kowal says:

    I would like to see more examples regarding my job

  18. Krzysztof Zawadzki says:

    Great course, brilliant presenter

  19. Kinga Fersing says:

    The training was very helpful & intersting however I didn’t understand the training before going on it. Despite of my knowledge and already doing this type of trainig I saw some new things. I really recommend it to anybody who needs to deal with people!

  20. Stephania Suarez says:

    All good, thanks!

Leave a Reply

Your e-mail address will not be published. Required fields are marked *