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 four ½ session 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.

Click here for public class dates.


  1. Levente Somogyvári says:

    Thank you again for the training, I found it very helpful and interesting and I really enjoyed it overall.

  2. Sunil Patel says:

    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.

    Personally I felt that the kahoot tests after a few modules would have been better if it was done at the very end. This way you go through the materials and then a kahoot quiz to reinforce where you fall short and then to go over that material again. The kahoot quiz, though efficient, it is easy to not press save due to the option you get as a participant. It gives an option to go over wrong answers but pressing this causes the save option to go away and then you have no access to the quiz any more. It might be easier to simply read the questions and present the multiple choice answers as part of the presentation, this way it can be recorded and made available to students.

  3. Tim Lindley says:

    Very informative class and brilliantly presented by our class tutor (Julie Taylor).
    I am looking forward to personally taking part in other classes available from SGSA and have provided feedback to my managers, as i feel the Support Professional Class will be a huge benefit to my colleagues.

  4. Stéphane Puthod says:

    The Instructor was really good and made the course very interesting and interactive.

  5. kenneth Masindi says:

    Julie was good and made sure we all understand

  6. Marie-Françoise Veroudart says:

    The course is excellent, very detailed and enjoyable.

    The instructor is excellent, opened to questions without loosing the focus on the course.

    I have learned things about myself I didn’t know

    Thank you!

  7. Andreas Pürstinger says:

    Great presentation and great guidance throughout the course.

  8. Niall Cosgrove says:

    Found the instructor Julie Taylor to be very engaged, helpful and knowledgeable.
    Looking forward to using the materials provided to better manage and plan responsibilities going forward

  9. Henrich Carnecky says:

    Julie is a cool lector. I enjoyed her way of teaching. She is nice people person.

  10. Peter Macsai says:

    Excellent stuff! I really enjoyed this course, it was engaging and eye-opening n many topics. I hope we will take additional courses from you.

  11. Andreas Parusel says:

    Great class, great presenter, I enjoyed it. Thank you.

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