Customer Service Helpdesk & Technical Support Online Course

The Customer Service Helpdesk & Technical Support Online Course is a comprehensive programme designed to develop essential skills for handling customer interactions, technical support tasks, and office communication efficiently. This course provides learners with practical strategies to manage calls, emails, and troubleshooting requests, while building professional rapport with clients. By combining communication skills, problem-solving techniques, and technical knowledge, learners gain the expertise required for a career in customer service, helpdesk support, or technical assistance.

This course ensures that students understand Customer Service Helpdesk & Technical Support concepts in detail, enabling them to manage customer queries, resolve technical issues, and maintain high service standards. The structured modules cover telephone etiquette, active listening, business writing, customer relationship management, and organisational skills. Learners also acquire the ability to handle challenging situations, maintain accurate records, and apply technical solutions effectively.

By completing this course, learners improve their employability, gain transferable skills, and are prepared to succeed in fast-paced customer support and technical environments worldwide.

Learning Outcomes

1. Demonstrate professional communication skills across multiple customer service channels.
2. Resolve technical issues efficiently while maintaining customer satisfaction and trust.
3. Apply problem-solving strategies to manage difficult or complex customer calls.
4. Maintain accurate records and documentation for effective service management.
5. Develop organisational skills for scheduling, planning, and prioritising tasks effectively.
6. Build customer relationships using empathy, active listening, and technical expertise.

Course Curriculum

• Module 01: Managing Interoffice Calls and Voicemail
• Module 02: Aspects of Phone Etiquette
• Module 03: Business Telephone Skills
• Module 04: Building Rapport Over the Phone
• Module 05: Inbound and Outbound Calls
• Module 06: Active Listening and Managing Tough Callers
• Module 07: Mail Services and Shipping
• Module 08: Intra Organisation Dealings
• Module 09: Problem-Solving over the Phone
• Module 10: Record Keeping and Filing Systems
• Module 11: Business Writing Skills
• Module 12: Organisational Skills
• Module 13: Communication Skills
• Module 14: Customer Relationship Management
• Module 15: Effective Planning and Scheduling
• Module 16: Invoicing/Petty Cash

Disclaimer:

This is an online course with pre-recorded lessons. You will get access to the course within 48 hours after your enrolment.