IT Customer Service Training

i.t. customer service training

The Customer Service Secrets of Successful IT Professionals: How to Master IT Customer Service

Learning Objectives

At the end of this technical support training, you’ll be able to understand:

  • Why you should care about providing good customer service
  • The five principles of IT customer service
  • How to be a better listener
  • How to use emotional intelligence to provide better customer service, improve relationships, and manage your stress
  • Ways to deal with angry customers (rude or abusive end-users) for positive results
  • Know how to say “no” without alienating the end-user
  • Identify keys to deal positively with the inevitable stress of working in IT


Get your IT teams to work together and get things done, while super-serving your customers. That means lower turnover and higher productivity and profits.

Train yourself, your engineers and technicians, and your entire staff to create a culture of compassion and caring for your customers. In the process, your team will also learn how to care for each other.

Professional customer service is a learned skill that helps build strong customer relations. That means lower customer churn, more referrals, and higher profits.

In this 8-section course, available either online or in-person, your team will learn to master the five principles of IT customer service, practical emotional intelligence, how to deal with difficult people (customers and co-workers), how to be a better listener, ways to show they care, strategies for communicating effectively through email and other forms of written communication, how to say no without alienating the other person, and real-world techniques for dealing with the inevitable stress that comes with IT careers.

This course, led by Compassionate Geek author Don Crawley, uses story-telling, real-world examples, demonstrations by actors, thought exercises, and logic and reason, your IT staff, even skeptics, can learn how to build positive relationships with customers and co-workers.

Learners can even interact with Don through commenting, available on each lesson.

Upon completion of this IT customer service course, participants will earn a downloadable PDF certificate, valid for three years from date of completion.

Registering a group? Click the Group Registration button to gain access to your own powerful group management console where you can manage learners and monitor their progress.

Delivery Options

Online, On-Demand

Self-paced, online training for individuals or groups.

Individual Registration
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$299.00Add to cart

Group Registration
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$299.00 / SeatAdd to cart

In-Person, Instructor-Led

We come to your location with interactive training for your group. Click this button.

Course Outline and Sample Lessons

Section One: The Five Principles of Great IT Customer Service

Within most organizations, there are some people who simply “get it”. They seem like they were born to provide outstanding customer service. In this section, you’ll examine the five principles of people who deliver great IT customer service.

  • Deep Tech Skills
  • Empathy
  • Compassion
  • Listening
  • Respect

This section includes an interactive exercise with other students and the instructor utilizing comments on the lessons.

Watch a Sample Lesson

Watch this sample lesson on the characteristics of customer service heroes and villains.

Section Two: Practical Emotional Intelligence

Emotional intelligence includes the ability to identify and use emotions (both yours’ and those of other people) to produce successful outcomes in your dealings with other people. In this section, you’ll learn:

  • Emotional maturity
  • Controlling your own emotions
  • How to influence the emotions of others
  • Two techniques for maintaining your calm state-of-mind
  • How to respond appropriately to emotions in others

Watch a Sample Lesson

Watch these two examples, demonstrated by actors, of emotional intelligence. The first is an example of bad EI skills and the second is an example of good EI skills.

Section Three: What to Do When the User Isn’t Right

We’ve all heard the saying, “The customer is always right.” The problem is that they’re not always right and sometimes they’re just downright rude or even abusive. 70% of customer loss is due to perceived indifference. In this section, you’ll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

  • Dealing with anger
  • What users and customers really want
  • The secret to cooperative conversations
  • A sequence for handling user or customer calls
  • How to respect your customers’ and users’ time

Watch a Sample Lesson

Watch this sample lesson on whether you're creating advocates or detractors behind your back.

Section Four: The Art of Listening Well

​The objective of listening is to achieve understanding. When we listen to understand land remember, we are better able to truly help our end-user. In this section, you’ll learn how to move from “pretend” listening to truly “empathic” listening—listening to understand.

  • The five levels of listening
  • How to achieve empathetic listening
  • Ten keys to being a good listener

Section Five: Making Sure They Know You Care

The most effective way to communicate is face-to-face because then you have the words, tone-of-voice, and body language. It’s a common misconception that the help desk staffer usually has only words and tone-of-voice as communication tools. In this session, you’ll learn valuable tools for making sure that your helpful attitude comes across, even when you can’t be seen. We’ll also cover the biggest end-user turn-offs, including some innocent but emotionally loaded phrases, words, and actions. You'll gain simple tools that can make a huge difference.

  • The three components of communication
  • How to avoid conversation breakdown
  • Keeping the call positive
  • Why you must remain positive and upbeat
  • Tips and tricks to convey optimism

Watch a Sample Lesson

Watch this video from a lesson on how to handle a customer call. (The lesson also includes a video showing how NOT to handle such calls!)

​Section Six: Communicating Through Email, Texting, and Instant Messaging

Customer and end-user support takes place in person, on the phone, through email, texting, and instant messaging. Regardless of the communications medium, the objective is always to have satisfied end-users. In this section, you’ll see practical examples of how to make non-traditional communications methods work successfully.

  • Email support examples (good and bad)
  • Commonly misused and abused words
  • The danger of grammandoes
  • Communicating via texting
  • Communicating via instant messaging

Watch a Sample Lesson

Watch this sample lesson on how to communicate effectively using email.

Section Seven: How to Say No Without Alienating the End-User

Sometimes, what the end-user wants simply can’t be done. When that happens, the skillful desktop support staffer delivers the news in a way that is clear, yet non-offensive. Alternatives, when available, may be offered, but the key lies in finding a way to say no without leaving the end-user feeling neglected or ignored.

  • When to say “no”
  • Considerations before saying “no”
  • Dealing with difficult end-users or customers
  • Why some situations go wrong
  • What happens when we make a mistake?

Watch a Sample Lesson

Watch this sample lesson on what to do (or NOT do) when you have to say no to a customer.

Section Eight: Stress Management

Let’s face it: End-user desktop support can be one of the most stressful positions in all of IT In this session, you’ll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of a desktop support position.

  • The impact of stress
  • The stress management equation
  • What is in your control and what is not
  • Personal stress activators
  • The stress management tool

Watch a Sample Lesson

Watch this sample lesson on how to deal with stress at work.

Frequently Asked Questions

What are the delivery options?

This course can be delivered either in an online, on-demand format or in an in-person, instructor-led format.

How long is the in-person training?

This is a one-day seminar. It usually runs from 9:00 a.m. to 4:00 p.m. with a one-hour lunch break. Start times can be adjusted to match work schedules.

How long does the online training take to complete?

It varies greatly, depending on the learner. It's possible to get through the entire course in about three hours. For learners who are more curious and committed to self-improvement, it could take eight hours or more.

Who should take this training?

This training is appropriate for any individual or group of IT staff members who want or need to improve their customer service skills, including their listening skills, their ability to deal with challenging end-users, their ability to work well with co-workers, and their people skills in general.

What's the recommended and maximum class size for onsite training?

The recommended class size is 10-30 participants. There is no maximum class size for this training.

Is this appropriate for groups other than IT people?

Yes, with the understanding that unless you tell us otherwise, we use language and examples that are most relevant to IT people. If the participants are primarily from fields outside of IT, let us know so we can use appropriate language and examples. The online version of this course makes extensive use of IT-oriented examples and language.

Are there any pre-requisites?

We recommend that managers and supervisors prepare their team members for this training by explaining the importance of customer service, that even people who are excellent at customer service can improve, and that this particular training was designed and written by an IT person specifically for IT people.

Course Structure

This course is designed to be completed in approximately six hours. Individual learner times can vary greatly. Some learners can complete it in as few as three hours, others may take considerably longer.

  • 115 Steps in This Course
  • 10 Sections
  • 9 Quizzes
  • 50 Videos
  • 88 Total minutes of video

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