March 2022 Newsletter


Now that the last of the Covid-19 restrictions have been removed, we are in a great position to deliver high quality classes in-person or online. Demand is still for online training but drop us a line if you would like to see more in-person classes added to the schedule this year.  Our full public class schedule can be found on our website. If you are interested in a private class, either onsite or live virtual, please contact us.

SGSA Calendar  

Next Available SGSA Public Classes

Support Professional

17 May, Live Virtual

This course focuses on developing practical skills in effective verbal and written communication; questioning techniques; adapting to the customer’s preferred ways of working; dealing with difficult customers; maintaining confidence and credibility in high pressure situations and more.

This popular, interactive class features group exercises, role plays, a psychometric test, Kahoot quizzes to reinforce learning and an icy team survival challenge. The course also prepares students for the online test for the Certified Support Professional (CSP) accreditation.   More…

Authentic Leadership

11 July, Live Virtual

This workshop focuses on who the leader is rather than what the leader needs to do.  It helps people managers develop their own authentic leadership style, provides an insight to why people behave as they do and the impact that this.   Pre-class activities include Myers-Briggs Type Indicator and Everything DiSC assessments.  The output from these activities help participants to understand their preferences and their internal reputation based on feedback from their managers, peers, and colleagues.  More…  

Knowledge-Centered Service Foundations

18 July, Live Virtual

This workshop examines the need for a comprehensive knowledge-centered strategy, each of the forty techniques of KCS and the benefits that it delivers.   It is well known that organisations that can successfully transition from a traditional support model to KCS can improve operational efficiency, customer satisfaction and employee morale. However, the transition is not easy!  This class explains what the common pitfalls are and how they can be avoided. More…  

Updated Class: KCS Coach

Knowledge-Centered Service Coach

This workshop has been updated for live virtual delivery and is designed for technical support professionals who are responsible for helping their peers adopt the Knowledge-Centered Service methodology in their organisation. This interactive course provides the foundations that enable KCS Coaches to successfully develop KCS Candidates into KCS Contributors, and KCS Contributors into KCS Publishers.   More…

Some feedback from recent online classes…  

Zoom Class

“The course was very helpful in identifying the types of people that do come across the helpdesk and how to approach and deal with them.”  ~ Support Professional    

“Thank you again for an amazing course. It’s the first time I’ve done a course that encourages and teaches so much self-reflection and learning about yourself. A real eye opener and will definitely recommend it. The material we went through and the exercises we did were brilliant! You made it very easy for us to be engaged with all your energy and positivity.”  ~ Authentic Leadership     

“I was completely new to KCS. Steve did an excellent job and presented the knowledge perfectly. I really enjoyed the training and look forward to promote KCS in our company.” ~ KCS Foundations  

SGSA Executive Forum

SGSA Executive Forum

Our annual event was held last November and was exceptionally well-attended.  Kevin Robinson, Civica, and Igor Zotkin, Autodesk, gave fantastic and thought-provoking presentations, and I gave an update on the emerging trends in our industry.  Click here for the Event Photos.

We are looking for speakers for our next event on the 10th November 2022 at the Sheraton Skyline Hotel London Heathrow.  Please let us know if you would like the opportunity to present.  

Welcome Sarah

Sarah Jooste

Sarah is a great addition to the SGSA team and brings with her a wealth of B2B client relationship management skills. We’re learning from her experience already! If you are a customer or partner of SGSA, please feel free to drop her a line at Sarah Jooste and introduce yourself.   Sarah’s Profile

Our Response to the Ukraine Crisis

The current situation in Ukraine is a humanitarian crisis.  Everyone has their own way of providing support or assistance to those in need and SGSA makes monthly donations to nine charities.  Given the circumstances, we have made an additional donation to the charity to help house refugees.  100% of our donation will help fund short term housing for people fleeing Ukraine. Donate

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