Support Professional
Overview
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 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.
This class is designed for 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. It is also suitable for experienced support professionals who have not received the benefit of customer service skills training as they will gain new skills and reinforce their current best practices.
Course Modules
- Creating Loyal Customers
- Communication Basics
- Channels of Communication
- Communicating Successfully
- Adapting to the Customer
- Communicating Effectively
- Information Gathering
- Managing the Customer
- Effective Teamwork
- Personal Productivity
Delivery and Duration
This course is available as a public or closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online. See our calendar for the public class schedule.More information
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.
460 Comments
The material was well presented and the instructor knew how to get everyone engaged.
She had a pleasant demeanor and explained the whole course clearly.
Thank you Julie Taylor for a wonderful presentation over the past 4 days of training
This was a good training all round, it was quite good for self reflection also as I could identify with how I behave in certain scenarios.
Julie was a great trainer, she kept the sessions fun and kept everyone motivated and ensured good interaction.
Julie was fantastic, and would hope to see her again at the next trainings.
Julie is an amazing instructor
She is awesome and made sure everyone was engaged in the training Her sessions were very helpful Looking forward to having her as an instructor in future courses
I had a great time, the course was very interactive which kept me focus and interested the whole time.
I already implemented some of the tips and best practices in my day to day job.
Nothing but good things to say about Julie who was a great teacher.
Thank you again for this course. This was way more interesting to me than what I thought it will be when Sebastien asked me if I wanted to do it. I have already applied some of the things we saw in the course on my day to day operations.
I wish you a great Christmas.
The Course was very informative. It gave basic to expert logic in understanding to a support personal. This course is a broad course that gives you understand, techniques on approaching different types customers, more understanding on what the customer requires and how to handle a customers situation and the overall issue and how to handle it.
Brilliant instructor, Steve was great in handling different topics and techniques and explanation.
Overall this a great course I would advise all companies supporting customers at different levels. Not just IT. This gives you a look at customer confrontations and ways of dealing with customers and performing a great job of your own.
I strongly recommend this course for other businesses providing customer support. This will give your support staff a edge on support.
This is a very useful and interesting course. There are many soft skills and practical experience which would be very helpful for all of us, especially for the new members. Steve is very professional and experienced.
Thanks.
IT WAS A GREAT COURSE SHOWING SPECIFIC AND NEW TOPICS TO BECOME A SUPPORT PROFESSIONAL. FANTASTIC!
Great class, great presenter, I enjoyed it. Thank you.
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.
Julie is a cool lector. I enjoyed her way of teaching. She is nice people person.
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
Great presentation and great guidance throughout the course.
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!
Julie was good and made sure we all understand
The Instructor was really good and made the course very interesting and interactive.
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.
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.
Thank you again for the training, I found it very helpful and interesting and I really enjoyed it overall.
I enjoyed the class, I learned a lot and found the techniques and other information covered really helpful.
Julie is lovely and comes across as very kind and caring. Her teaching style was very engaging (and humorous at times :)) I thought she was very mindful of everyone who attended the class.
Amazing training, all the skills presented will add to my daily job in a positive way.
Steve is very friendly and make everyone feel very comfortable and welcome.
The training materials were well presented and executed, while Steve Brand kept everyone engaged with his great presence!
The training was very professionally conducted. It motivated me to pursue my current goals. Thank you for that!
Steve was a great teacher and I definitely recommend him to anyone interested in taking this training!
Great energy and always there to answer my questions. Thanks a lot!
Very interactive and information-filled session
I loved the course and enjoyed it thoroughly! It was delivered really well! Thank you Steve, all the best for the future!
Loved the course 🙂
One thought I had at the end: Module 10 could benefit from one or two pages about workplace ergonomics. […}
Thoroughly enjoyed this course and found it very beneficial. Steve was a great instructor who kept the group engaged through the last 4 days. Thanks Steve, all the best!
Course was helpful and it provided insights on how we can make the support better and aligned for better customer satisfaction.
It was excellent. Steve delivered it very well, I believe.
Session was extremely helpful, it will help us in handling the customer with good communication skill.
It was nice learning support professional aspects from Steve! Thanks so much.
Very Good Course
the kahoot quiz were interesting. Instructor was pretty interactive.
Thank you, Steve and Zscaler
It was a great learning class, learned a lot new thing and ways which are definitely going to help me going further while handling the customer requests and interacting with the customers.
informative course
The format is suitable to all customers we have and it is good to know how to deal with each one of them. I was also able to know my energy level and how I can effectively get to the proper level for me to work better. Thank you!
Such Training programs should happen once in an year
The instructor (Steve) was amazing. It was a great experience attending this interactive session and have learned a lot of concepts that we can practice in our daily sessions with the customers.
it is was a nice learning experience
The session was indeed informative. Pleasure to have trainer like Steve. Thanks much for training us!! 🙂
Good training, learned a lot and pretty sure it will help me better with the customer handling
The training was very helpful. And the instructor was a very good teacher.
awesome work steve
It was a great experience over all considering the fact the trainer is a complete stranger. Just perfect for the role, very engaging!
All in all a good learning
Steve was really interactive and informative during the session. I learnt a lot and will be able to implement the learning in my work.
I find this training was good overall.
The trainer (Steve) was great and the course was very well prepared.
The trainer and training were Marvelous, the examples and material used are top-notch. hats off to Steve, Keep up the good work
The format of this session was good. Was never too tired.
Thanks, Steve for sharing all the knowledge and the activities, it would surely be helpful while dealing with a different kind of customers
Very Helpful
Steve is a very good instructor and kept us busy for all 4 sessions even when this was first time he did training using MS Teams. He explained things well and provided feedback on the questions asked. I look forward to implement things I learned in class.
It was wonderful session and had great time with the instructor. Virtual Classes are always depends on Network connections, technical problems so we also experienced the common virtual class issues.
This is my 7th year in support, at the 3rd company. I was an Onsite support specialist+ Hands&Eyes support, now I’m a Corporate application engineer , so I always done customer facing jobs. This class should have been the first step I have ever done in my work history. It would helped me how to talk with the customers and keep them satisfied, handle stress much more effectively than I have ever did. Plus now I have a complete guide (Handbook) where I can go back to whenever I need any guidance.
All was good in terms of presenter and class material – i think more time should be scheduled for online courses, perhaps into 5 days
The lessons were amazing. Jules is friendly competent and very professional. I have learned a lot. Thank you !!!
Interesting topics and content.
Great course, very informal. Very much enjoyed.
Excellent Course. Great Instructor.
Julie was very upbeat and motivating and the 2 days passed in no time! Great Job!
Instructor made the course very enjoyable! Thanks to Julie.
Julie is a superstar.
Great course, interactive & informative
Fun, engaging and informative
The course was extremely well delivered at the correct pace. Very professional instructor Julie Taylor.
Julie is fantastic – as always – engaging, caring, clear, approachable, knowledgeable and funny 🙂
The trainer and course were great.
Julie engaged with the class well and ensured each topic was understood.
Overall very engaging and covered my needs. Well paced and informative, whilst avoiding dwelling on irrelevant topics for too long.
Great course, well managed pace, humour along the way and learnt a lot. Thank you 🙂
Really informative and Julie was able to keep things interesting throughout.
All topics covered were relevant. Julie was able to convey the topics in an interesting way and we were all able to be involved and engaged.
Videos more actual. Social media intersection.
Thanks a lot to Viola. We had a good time and she took a lot of effort to answer our special questions.
Viola knew her material very well. I liked the fact that she added useful illustrations to the course.
I feel that Julie did an extremely good job over the course of the two days! Could not have been better!
Well presented, enough breaks throughout the day.
Have the exam in more languages will be great. But so far is good.
Very useful and to the point, easy to understand, also concentrated on individual need from the course
Well done Julie I’ll definitely take some of the topics into my daily job
Very well presented, was expecting to be quite bored but stayed engaged the whole time.
Maybe some more role playing. Overall very enjoyable and relevant to the industry
Great course, learned loads about myself that I did not realise. Julie really made the course interesting, funny & enjoyable. Thank you Julie Taylor.
Julie was a very engaging & entertaining instructor. Made the course content fun, relevant and accessible.
Julie is very friendly and engaging which helped a lot!
Time: maybe less hours per day over one extra day?! Really enjoyed it =). Thank you
Course content was on point. Maybe one to many team exercises, they were good but a bit too much. Again, thank you.
Class was thorough and enjoyable, thank you.
Julie was great :), made it fun, relevant and helpful 🙂
Brilliant
Class was relevant but more suited to less experienced. Could be condensed as sometimes feels repetitive.
I found the course very interesting, helpful and fun. I now have a changed mindset.
Great! Julie timed everything well and was conscious of making sure we were following. Perhaps better audio for AV but that’s not a must have.
Great fun – educational. Eye opener on certain areas of the course.
I really enjoyed the course being active and engaging. I found the content (referring to the book) too long to be reviewed, but the explanations given will cover the main topics. Relevant contents, good atmosphere, I would recommend it to any support person.
The instructor was motivating and helpful. Well organised material related to the most important issues.
Good environment created by the instructor. Not bored at all during the two days.
Very satisfied! Very enjoyable session.
Really liked the survivor task. Maybe engage with more activities like this one 🙂
It was really cool.
I really enjoyed and learned a lot in this class and Julie is a great instructor. I really enjoyed the way she explains things in the class.
All good, maybe check what would be the most relevant topics for job roles present in class to tailor it a bit. Good overall.
I know you are forced to use these slides but disagreeing with them can make us question the material and therefore the whole teaching. Still loved the training though, very lively and engaging.
Great instructor, interactive and fun.Enjoyed the two days!
This course is a good introduction to the support professional.Instructor Julie was very strong and kept everyone engaged. Whilst it was an introductory course and most of the topics I had already covered there was enough of a refresh.
Julie was very engaging, I really liked the vibe she created which made the content more fun with great examples. Will definitely recommend this course. Thank you! 🙂
Julie was a great instructor & very engaging & motivating. Thumbs up!! Thanks for everything!! 🙂 I want to change a lot of things in job.
More specialised, for example tech support many topics B2C v B2B relevant.
Great course, enjoyed it a lot.
Very informative and enjoyable.
Julie is brilliant, very good instructor and involves real life situations.
Julie was fantastic, knowledgeable, very friendly, likeable and an exceptional communicator.
Instructor (Julie) was really good. Pace of the course was really good and meant I did not get bored or lost. Tasks did not feel “forced” and were enjoyable and reinforced the course topics.
Julie was great! 2 days was too much.
Too much cramming. Not enough relevance to the topic. References weren’t easy to follow.Teaching to the test last 1/3 not relevant.
Julie was amazing, great class & enjoyed it.
All good, thanks!
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!
Great course, brilliant presenter
I would like to see more examples regarding my job
Passionate trainer/instructor! Handy materials/handouts
Overall satisfied, although my day to day job doesn’t include support activities, however I do need to manage customers and projects.
It would be great if I could see more examples relating also to typically my job (project management) More movies with Carlos!!!
All Good
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.
It is a good course for refreshing and also for new starters
Great and positive! Enjoyed and didn’t feel sleepy.
The laptop/projector had a few problems
Materials could be less American and OTT
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.
The class was fun, interactive and helpful in learning more about customer interaction
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.
Thanks!!
Record parts of the session
Excellent class. Very good instructor.
Enjoyed class. Provide keep background info for tips, tricks, hints that I have slowly been recieving from co-workers.
This was a lot more interesting than what I thought it would be. Really enjoyed the teamwork and interactive activities.
Interactive activities were fun and the course in general was a great experience. Julie was amazing 🙂
Very professional delivery of material. Kept everyone engaged for 2 days.
Julie was brilliant. Really made the course interesting & informative. Learnt alot.
Thank you! It was a pleasure 🙂
Very skillful, professional teacher!
I love Julie’s was to present and the course!
It was very interesting and sometimes pretty funny! Thanks
As i haven’t fallen asleep within 2 days of the course outline, it means Julie is a great speaker, listener and unique tutor, full of energy, being the right one for the job.
Thank you very much, very dynamic. Really appreciated!!
All ok 🙂
Nothing to add. thank you SO MUCH for your time and effort =)
Class was dynamic and fun. Only thing is we covered 200 pafes in 2 days. Apart from this, all super =)
The instructor was very nice and positive, would recommend.
I would like to have more exercise and practical works.
The instructor recognised the difference between our setup & the profiles and methods discussed.
The class will be more effective if the team sitting in round table. Thanks
I would like to appreciate the instructor for his coaching skills.
There is not enough time to deeply dive into topics and to reinforce what is learned. Make the class 3 days. go into more detail in customer communication.
It was a rush. The course need one more day to get more details.
Good in general. Maybe a little too long, could be more focused on your current needs.
Materials are ok, maybe adding email support in some slides would be great. The plan of the course presented at the start was correct and aligned with the content and my expectations. Thank you.
Loved the stories and the final activity.
Thank you Julie for your time. The course was excellent.
Thanks, Julie was very good instructor, she gave us examples, stories and things to remember easy these topics. Thank you Julie 🙂
The course was great. Thank you!
Even though it seemed a really long course, during the two days I learned a lot and it was not that long in the end.
The course was very good. An observation is that in our work we don’t do chat or voice calls. only tickets (emails) it would be useful to have a course that focuses on that part.
For us a lot of the talk was for phone support which is not our case. it’s useful to know about it, but it feels like a waste of time. Maybe have a version with more orientation to online and email support.
I would recommend a summary at the end of the chapter with the most important concepts in order to gather the relevant information for fast review.
She is a really nice trainer! So funny and makes this class a good experience.
You can update some of the information for current type of services.
Julie is amazing. She is funny, caring and really knows what she is talking about.
Nice session, nice instructor who made the course lively.
That’s “ok” for non experienced people. may be a bit “oldish”.
Could be short as per our job requirements.Most of the stuff is call centre oriented.
Examples for communication were exaggerated.
As I said after a long time, found this session which could keep me awake throughout. Thank you Julie for the interactive session, full of learning fun and a lot of take away!!
All very well explained and presented with good examples.
Too lengthy, too much topics. More fun activities perhaps.
More areas to illustrate points. More team games like the last survival situation. More role playing situations [..]
Too much papers in 1 booklet. It could be only virtual materials.
Great instructor. Very clear and concise throughout the two days.
The course speaks about team work in the second part, so the course would be better if presenter makes sure everyone can speak overall.
Very happy with the training course, thanks a lot Julie
Julie was exceptional. Her methods of delivering the content were great. The session was very interactive.
It was great
Engaging class, thank you.
The class was very good and interactive. We learnt a lot of things and I really appreciated the instructor, who did a GREAT JOB 🙂
Instructor was very good explaining topics (subjects) she delivered the course in the way there is no chance for the attendees to be bored.
Thanks to Julie for a great session.
I thought Julie presented really well, extremely knowledgeable. She remembered to keep the class engaged and there was no chance I was going to fall asleep. Job well done!
Julie was brilliant, kept me engaged throughout, her experience really shone throughout the two days. Very professional, but delivered in a friendly manor. Thank you.
Well done and presented.
Could be shorter
I thought Julie managed the class very skillfully and was successful in conveying the importance of different aspects on the subjects covered.
Instructor was a good communicator, good explanations and examples.
Julie was great. Kept my attention throughout. Some sections a bit long, with a lot to take in. Otherwise very useful.
Good pacing. Managed to keep things intersting and provided reliable scenarios/anecdotes.
Everything was better than I expected.”
It was great. Really enjoyed it.
Very interesting & insightful, even after 15 years experience in my job. Provides reassurance and validation on our current processes. Provides interpersonal skills we don’t learn at university.
Excellently presented, enjoyed the anecdotes and they made it all the more memorable.
Julie is engaging and entertaining whilst providing lots of useful information. Normally I get bored during two day courses like this, but not in this one!
Thank you Julie – you made it a fun session!
Julie was a fantastic & engaging trainer. Absolutely amazing!
A big thanks to Julie Taylor who recently gave us a 2 days session at the Adobe office in Dublin for the Support Professional certification. @Julie, I passed the exam with 93%. Thanks again 🙂 – Sylvain
I would not change a thing.
I’ve been on many courses over the past 21 years in support role. As such, I’ve had training in most of these areas. Instructor was superb.
Perhaps a little rushed at times, though completed in the time allotted.
Pace could have been slightly quicker.
Julie is such a great instructor, she puts a lot of motivation into her explanations which help following the class and keeping attention.
I really enjoyed the course
I enjoyed the content and the tone of the class. It wasn’t too formal or casual. Went at a good pace. Teacher was very enthusiastic and engaging.
Instructor was very good – in the fact she made the course fun and everyone participated.
Very thought provoking and made me think of how I conduct myself in the workplace. Julie was an excellent instructor & i look forward to doing another SGSA course.
I didn’t find the energy profiles relevant to my job but I know this is designed as a general course. Possibly a drop in & drop out for relevant sections for people would help with pupils concentration.
Personally not a morning person, was getting a bit tired. But 9am isn’t unreasonable. A light sleeper and room next to the elevator didn’t help 🙁
I found the course very beneficial and relevant to my role. Our instructor was very knowledgeable. I enjoyed the last couple of days.
Instructors were very engaging and knowledgable, always had many relevant and useful examples.
Although not specific to my job role, course was very useful in refreshing aspects and presenting new ways to do things.
Very interesting & looking forward to applying new knowledge. Would be nice to have individual prices(so if someone wanted to pay for&do training as personal development they can afford it)
Some of the off-the-cuff anecdotes from the trainers were more helpful than the course material. I appreciate these practical examples. I also appreciated times where the trainers sought to find out my personal experience and offer specific advice.
Very informative
Excellent class management by the presenters.Time between modules were accuratley managed. Combination of course material & students helped in the subject matter.
Great course, instructor reinforced concepts with real life, practical scenarios. Maybe out of scope – would have liekd guidance, best practice on prioritising case load etc
Makes me think more about follow up
Very good presentation and class atmosphere, which made the course very enjoyable. Perhaps I would have preferred more breaks and shorter, but other than that, excellent.
Would have been good to go through some of the gathering information techniques .i.e.mind maps that was mentioned.Undertsandng& recognising different cultures & hoe to deal with them/work with themto get the best outcome.
Excellent course
Great Teacher! I wish her all the best.
Excellent Instructor!
Isabelle was a fantastic instructor 🙂
Well presented, engaging, useful for new position
Lots of energy and holding class well
Well structured course, prepared presenters. Useful exercises, well dispersed across time.
The class was given with fluency and flair. Very interesting.
Enjoyable – Good pace
Most worthwhile short training course I’ve ever been on.Highly relevant to my role and learnt so much.
Thanks for training, before training I thought language may be challenging for me. Thank Steven who uses very simple, easy understandable way to deliver the training.
When play video in the course, I would suggest to add subtitle on the video, so that the trainee of non-English people can understand.
If there are more example, maybe more better.
There are some cultural difference about the customer so we may have differnt emphasis. Lots of good examples that Steve told us arenot in the book. We hope we could use those to educate our service people.
– Class help to improve skill for contacting either customer and internal organization which makes me satisfied. – Some of the material need to localize due to the differencial of culture.
Really lovely course, very well organised and helpful!
Very enjoyable, good material. Isobel held energy really well!Very engaging.A great opportunity to revisit material and learn new things too!
The greatest instructor I have ever seen
Page 175 -Activity-Synergy “three or more ” on presentation, four in book. Page 136 Universal Q’s, bit confusing. I’ll try and find an example of this activity that I know for showing the importance of gathering new/negative information and will email to you.
A*
Potentially more phone call based, but this is also adaptable and was relevant. Isobel was clear and kept on topic, lots of information to take in but delivered well.
really got lot of knowledge which will help me in my work.
Difficult to see how it could be improved upon ? educational enjoyable. Good materials.
Great learning. Both “topics” covered.
Great instructor! Positive and engaging.
Excellent course, instructor and material. Thank you SGSA & Isobel
Isobel is a great teacher that makes the course really fun and entertaining.
Situations / exercises related to European Customers might be included. Thanks!
To less time for go deeper into some chapters. Very great helpful course!
Some chapters more oriented to TDM?s like profiles (maybe different course?)
Really great course, instructor was very clear and had great examples.
Isobel encouraged everybody to participate and valued everybodys contribution. Thank you.
Regarding DSE we may need a more specific seminar.
I think an extra day should be added to avoid to rush towards the end of the course.
Isobel was very effective as a communicator and answered questions very well. Very good at making materials /questions relevant to my job.
I will definitely be recommending to Jon that we send the rest of the team ASAP!
Very well presented course. Very relevant to work.
Instructor clarity, knowledge & class control was excellent.
It was well structure, with lots of relevant information. The instructor was very good at presenting the material. The material was excellent. Thanks.
Very satisfied. Very satisfied. Many thanks!!
Really enjoyed the class and would recommend it.
Very knowledgeable instructor and kept everybody engaged.
Very good. Excellent. Has a deep grasp of the course.
Just would like to say that this has been one of the best courses I have been on. Kudos to Isobel, and thank you!
Good fun and well thought, interactive activities
Very well run, well structured course. Very beneficial.
Excellent, very useful
The instructor, Isobel, was really good, enthusiastic & welcoming. The course is well structured & I have learned loads, particularly about the levels of learning! Thank you.
Very good course, good facilities also.
It was a very interesting & interactive class where everybody was given a chance to participate. The instructor was fantastic overall; very approachable and friendly. Thank you! Really enjoyed it, the class lived up to my expectations.
Great service and highly relevant.
I really enjoyed this class and teamwork survival exercise.
Very pleasant to listen to, learnt a lot. Very interactive. Would definitely recommend.
Everything was really interesting and perfect.
Our company supplies physical products and do not have a dedicated call centre. A lot of the content was more geared towards them, however the content was quite relevant to many aspects of the companies activities.
The consistent breaks were useful. The interactive exercise are great for concentration levels.
Isobel was by far one of the best instructors I have met. She knows what she’s talking about, is a perfect example of how service and support should be like.
Classes were very useful and Isobel is very good in explaining the course.
It was a great experience
Great course. Validation of some methods I use, and many tools to help with situations I perceive as stressful. Thank you!
Nothing to suggest for improvements. Instructor was great.
Very interactive instructor, well able to keep audience’s attention. Content was varied between videos, discussions, presentations -> excellent overall.
Makes course fun. Good materials and role play. Well spoken. Nice person. Lots of experience.
Please promote the instructor to Principal Consultant!
Isobel is very engaging. You can tell that she really enjoys teaching this subject. She is very relevant and shares real experiences. Good combo of teaching, exercises, and discussion. Marriott took excellent care of us.
Well led class, would recommend others in my office to attend.
Thank you, was great!
Very good throughout, very interesting and helpful.
The more interactivity is put in the course, the more hooked I was.
Great course, I found it very useful. Great instructor.
Isobel is a very knowledgeable, polite and gentle. I have been doing enterprise support for 7+ years & I found material excellent. I would recommend her & the course to anyone.
Excellent class, would return to a class in the future.
Best non-tech training I’ve had.
The course was very informative and will certainly enhance customer communication and service
Excellent material & presented with enthusiasm. Very enjoyable & useful.
Very interesting & useful
Knowledgeable, clear, transparent, useful
Good variety of media used; slides, videos, worksheets. Role plays were engaging and enjoyable. Instructor engaged the class very well and spoke very clearly.
Brilliant class, really enjoyed it. Found it to be a great learning experience and will definitely put what I have learned into practice.
In two days this was a lot to take in. It was not rushed but three days may be better. The instructor was very helpful and knowledgeable.
Great instructor, great class, very constructive and beneficial.
I thoroughly enjoyed myself and Isobel is fantastic at what she does. Very good course.
Great class, learned lots of new strategies.
Thank you for speaking clearly and slowly.
Recommending to colleagues!
I found Isobel to be one of the best instructors I’ve had in my 15+ year career. Superb.
I found the instructor to be very engaging and the class was very interesting from the start to finish.
Was a great course presentation. Thank you!
Very pleasant as well as useful exercises.
Always kept us engaged in what was being taught. Excellent attention to detail. Would recommend this. Very enjoyable.
The class was very relevant & well presented. I thoroughly enjoyed the 2 days.
Excellent instructor
Interesting and engaging, particularly the energy assessment.
Very good and well presented
Very enjoyable and clear.
Very impressive and enjoyable
I found the course was excellent and has given me much to think about regarding how to deal with customers and job on the Service Desk
Extremely helpful and will take a lot away from the class! Isobel was really engaging and helped with understanding information a lot better.
Excellent course presented in a clear way with good use of humour and examples throughout.
A very useful and informative course that gave me skills I can apply directly in my work.
The best and most useful training I ever attended. Thank you!
Excellent material. Interesting ideas to consider and incorporate into my own sessions – thank you!
The course was very informative and gave me the answer to my questions. Should be essential for everyone working in customer service/support. Very good instructor.
Perfect, clear English!
Isobel was very professional, very clear and the course was delivered extremely well.
The instructor was very knowledgeable about the subject matter, the class was very interactive which I thought was great. Thanks!
Everything was perfect!
Very pleased with all aspects of this course!! 🙂
Great class, very relevant!
The course was very good. I felt that it was targeted at more service desk but could still use the skills demonstrated cover the past two days. Thank you.
I found the class very good. It reinforced things I already knew and made me think about a lot of things differently.
A good course, similar to other courses of this nature but delivered well.
The course was made very interesting by Isobel
Really enjoyed the sessions – good fun and really got me thinking about customer service.
Really enjoyed this course, really interesting to find out how you think and how to deal with tricky customers.
Very clear, interactive, interesting.
Excellent presentation and useful hints & tips for the future.
Excellent course, with just the right amount of flexibility and structure.
Good all round course, a good refresher of knowledge and skills.
Very useful information that with practice will achieve the skills required. Thank you.
I’m very satisfied at this course. I really appreciate the contents as well as the energy and communication ability of the teacher. Thank you!
Isobel was amazing!!!! Very nice, very professional!!
It was very useful course and I will take a lot away with me. Thank you Isobel!
Very pleased with the instructor
1. Good course as it refreshed areas that I knew but not really put to use. 2. Also provided ideas for teamwork.
Fantastic course. Thank you very much 🙂
I had a very nice time and enjoyed the course very much.
Very nice course. I feel it will contribute to my daily job. Thanks!
Wish it was longer, dealing with module 7. Very informative & useful course indeed and would certainly apply what I have learnt from the course.
Great instructor, great material, very enjoyable course.
Very engaging instructor who managed the differing personalities or energy styles well. Great use of audio visual materials to support the learning. A thoroughly enjoyable 2 days – Thanks.
The course was a lot better than I thought it would be!
Really positive about this and looking forward to working with my team to put what we have learnt into practice.
Very well presented, the presenter was also very firm and adhered to times, making the training controlled and eliminated background chatter etc. usually associated with other training.
Thank you!
As someone who was sceptical about the course I in fact found it extremely good and the instructor knowledgeable and engaging
Brilliant! Instructor was very good at keeping us interested throughout the course!
I definitely encourage others to attend this course. It was a real pleasure sharing experiences with colleagues with adequate training tools and examples. Big thank you to the trainer Isobel.
Very interesting & informative. Thank you!
Excellent, enjoyable
Instructor was awesome.
The class was surprisingly interesting and the instructor was entertaining and well spoken.
Isobel was patient, experienced + well informed. Great course!
Keep the course as it is
Very competent instructor who tried to adjust the course material to fit our work contract w/ Polycom
The trainer was really good. She gave us really good tips. Really appreciated.
Efficient, interesting course. Great instructor, professional & knowledgeable. Thank you Isobel!
Isobel is a great instructor. Very efficient & professional course. Thank You!
That was the best and most interesting training I have ever attended! Thank you!
Very good instructor, well articulate, aware of support environment. Control of the audience. Excellent.
Even though been in support a while, there was still lots of useful things to learn.
Isabel makes the course very interested. She’s a great instructor. THANK YOU 🙂
It was a very good session, engaging and very useful for my job.
This was the best course I’ve had in the last couple of years. Thank you Isobel!
A good course but not sure if it was relevant to me and my experience, maybe a good refresher course though. Would be excellent for other TSEs.
I believe the instructor made the difference to this course, couldn’t imagine anyone else presenting in a better way. Good job Isobel!
The instructor was very knowledgeable, knew her stuff and was really helpful.
Instructor was brilliant and detailed, had fun in the course, great to work with other team members that I do not have so much contact with in the office.
* Very good, very interactive * Great skills learned, eg negotiation * Skills polished and “daily intuitive skills” identified and room for improvement identified
Isobel is a fantastic instructor, very enthusiastic & helpful to answer questions. Found the course very beneficial, I feel confident about taking customer calls & learnt skills I feel I can apply in my role. Thank you!
I am really happy that the course was really interesting and informative. I have learnt a lot and I hope I can use these wonderful techniques in my job. Thank you Isobel!!
I was somewhat unsure of what I would learn but Isobel made what could have been a dull couple of days into an enjoyable, fruitful learning experience. I have learnt so much to improve my job in support that I now feel that everyone in support should understand.
The course was fantastic and I feel I have a much better basis for support structure and stress reduction. Isobel was great and very clear.
Loved the situational videos. This course will help me with beginning my career in support.
Not enough time. Great speaker that provided interest. Looking to come on more courses. Thank you for your support and help. It has been great learning from your good information.
Very organised and well presented
Great course, really well structured and professional. Interesting, it kept my attention on all the time!
Very effective, well paced. Relevant examples provided. Very knowledgeable trainer.
Instructor was very knowledgeable about support process and techniques.
Class was very helpful with certain aspects I can definitely use in the workplace. The instructor was excellent. Very enthusiastic.
Excellent communication skills. Very clear presentation of the course
Excellently presented with a wealth of information and exercises.
Generally it was useful. It is good to stop and think the way I am doing my job. Maybe more examples on dealing with difficult customers.
Very satisfactory, very well explained. Excellent training to cover all topics. Good encouragement for participation.
Isobel is just fantastic. I’m really happy to have had her as a instructor.
No comments for improvement. Thank you Isabel/
Fantastic class and very well presented by our instructor. Would ideally, in my opinion, benefit from running over 3 days (vs. 2) to enable to take in the information (very comprehensive) at a better rate.
No suggestions for improvement – all great.
More than very satisfied. My 3rd class of this kind. By far the best. Perfect!
I really enjoyed the training. It was very useful and interesting. The instructor is perfect 🙂
I found the class very interesting and useful. Surely will have impact on my everyday work :). Materials – detailed. Instructor – PROFESSIONAL IN EVERY WAY!!!
I was really satisfied with the course, it was really interactive and useful.
The instructor was excellent at presenting the points. Great knowledge, experience. I would definitely attend to another course led by Isobel van der Vegt.
The training was very professional, well structured and informative. Hand outs were very useful. Based on the material this training could probably be a bit longer like 3 days, in order to deepen the knowledge. Great training! Thank you very much!
Very good and useful course
Excellent instructor!!!
Never have had such a good work-related training. Details feel like picked out of daily business. Great presentation!!
Material was clear with good examples. I’d recommend this course for sure. Isobel did a very good job. Good work and keep going this way 🙂
I’m very satisfied, I did it in the German way.
I’m not usually very abundant in praises, but this was a great course. Not an eye opener but definitely very helpful in filling in the gaps.
Training perfectly aligned with expectations for the team.
Very professionally run class. Detailed materials provided. Was sceptical about course at start but proved to be very beneficial.
Well structured. Good ideas.
I felt the course was very helpful in addressing the above skills I hoped to improve on. Isabel made the subject matter very interesting & provided excellent group discussion. As long as you have an open mind to the course, you will take some positive ideas away.
More videos!!!…I enjoyed them.
I liked everything! Now I understand better my Energy Profile to take appropriate decisions for my career.
Thank you for an enjoyable two days to a course I wasn’t expecting as much from 🙂
Very useful course – appropriate + excellent course for support. Brilliant monitor.
Very good instructor wishing to share knowledge, experience and motivation. Very good activities demonstrating the need of following support guidelines and working in a team.
I particularly enjoyed the exercise + videos + team work exercise. Could think about the support from a different perspective. Good luck & thank you!
I really enjoyed the class and I think I’ve learned a lot. It made a huge difference to have a great instructor. Because my first language is not English it was very important that Isobel spoke very clearly and at the right pace. Thank you
Very good instructor
Thanks to Isobel.
Liked how it was presented, was keeping me in the zone.
I found the class very enjoyable. It made me understand why certain factors cause me stress and hopefully now I can control these factors.
Comments: Great class!
This training class was marvellous. Everything was clear & very well explained. I got to know many things that will add to my job responsibilities. The trainer was knowledgeable and showed very good willingness to answer all questions and provided examples
If possible to make the course for three days, it would be great. Steve is an amazing instructor.
Perfect instructor.
Thank you.
The instructor was very professional and he covered all the items that need to be improved.
I was not dissatisfied with anything. I really enjoyed & learned a lot.
The course is really great. I think I will use it a lot in my career. Steve is a very good instructor. His style and gestures are very helpful to all of us.
The instructor was brilliant, very engaging and knowledgeable.
A+
Excellent. Right pace of course. Liked it a lot.
The course was great, taught me things that I would usually ignore.
Really good and interesting course. You get to know what is right and should be considered on the process. Really good!!! Excellent course.
Thank you very much for all the info and all the help. I enjoyed the video as well.
Excellent instructor.
All very relevant.
I really enjoyed the exercise and the presenter was great.
Brilliant course delivered very well by Isobel. 🙂
Trainer is very good. She is my model to be!
Material was very well laid out. The instructor had excellent delivery and was very helpful. A pleasure.
Really enjoyed this course. Good fun. Learnt some new techniques that will be valuable.
This is an excellent course that should be attended by all people new to support and even as a refresher (once a year). Class size was perfect. Enough people to share ideas with, but not so many that it felt like a crowd.
Very good course. High quality that exceeded my expectations. Nevertheless, it does not address lots of the problems in my organization.
All the materials were really helpful.
I couldn’t possibly make any suggestions for improvements at this time.
Steve’s industry experience gave real relevance to the topics discussed.