Listening skills for IT pros
Active Listening Training Built for IT Support Teams
A self-paced online course that teaches your techs how to really hear the user. Part of The Customer Service Secrets of Successful IT Pros.
- Real IT scenarios: tickets, phone calls and upset users
- 56 videos, 9 quizzes, 10 modules, done in 3 to 6 hours
- $299 per seat, with volume discounts up to 60% for teams
Based on the book The Compassionate Geek by Don R. Crawley
Prefer to talk? Call 206 988 5858
Get pricing for your team
Tell us how many people need training. We'll send seat pricing and course details.
Why IT teams pick this listening training
Written for IT, not retail
Every lesson uses IT support situations, so your techs can use the skills on the next ticket.
Fewer tense calls
Learn how to listen to angry or frustrated users, calm the moment and resolve conflict.
Track your team's progress
Buy two or more seats and the Group Management Console is included free, so you can see who has finished.
Learn at your own pace
The course is online and open 24/7, 365 days a year. Techs train between tickets, not in a classroom.
Proof of new skills
Each person who finishes earns a certificate of completion for customer service competency.
Three languages
Course content is available in English, French and Spanish for teams spread across the US, Canada and Mexico.
What the active listening training covers
Listening is one of the five principles we teach in The Customer Service Secrets of Successful IT Pros, along with competence, compassion, empathy and respect. You learn how to hear what a user is really saying, ask better questions and confirm the problem before you start fixing it.
The course is self-paced and fully online. Your team can start any time and pick it back up when the queue slows down.
- Active listening and communication skills for IT support work
- The five principles of IT customer service: competence, compassion, empathy, listening, respect
- Emotional intelligence for technicians and team leads
- Conflict resolution and handling angry or difficult end users
- Stress management for help desk and service desk staff
- 115 steps across 10 sections, with 56 videos, 9 quizzes and a final exam
- 112 minutes of video; most learners finish in 3 to 6 hours
- Certificate of completion at the end
- Group Management Console free with two or more seats
- Virtual live-video presentations also available
What IT leaders say about the training
“Notes marked improvement in IT staff responsiveness and communication skills following training.”
“Don was able to really help focus our IT team on service delivery by providing tools, concepts and stories that enabled our highly qualified group to excel even more-delivering clear and obvious business value.”
“I wanted to take a moment and give you some feedback. Although all of my staff have not yet completed your training, the one employee who was my primary motivator in getting the training has. We had one of our key customers who was requesting he not support their account because of the high number of complaints from their staff. Two weeks after completing your training, the customer called and asked what the heck is going on. Their staff are now raving about how good he is! It's a night and day difference. I wanted you to know and to say… Thank You!”
How to get started
Tell us about your team
Send the short form with how many seats you need and what you want to improve.
Get your pricing and details
We reply with per-seat pricing, any volume discount you qualify for, and what the course covers.
Enroll and start
Enroll your people and they get access right away. With two or more seats, you also get the Group Management Console to track progress.
Frequently asked questions
How much does the active listening training cost?
The course is $299 per seat. Volume pricing is $269.10 per seat for 5-24 seats, $239.20 for 25-49, $209.30 for 50-99, $149.50 for 100-499 and $119.60 for 500 or more.
Is the course only about listening?
Listening is one of the five principles taught. The same course also covers competence, compassion, empathy and respect, plus emotional intelligence, conflict resolution, angry users and stress management.
How long does it take to finish?
There are 112 minutes of video across 10 sections, 56 videos, 9 quizzes and a final exam. Most learners finish in 3 to 6 hours and can go at their own pace.
Can I train my whole help desk?
Yes. Group licenses are available, and the Group Management Console is included free with two or more seats so you can monitor and manage enrolled users.
Do you offer live sessions instead of self-paced video?
Yes. Along with the on-demand portal, Compassionate Geek delivers virtual live-video training presentations. Ask about this on the form and we'll explain the options.
What languages and countries do you serve?
Courses are available in English, French and Spanish and are sold online worldwide, with the United States, Canada and Mexico as our main markets.
Do learners get a certificate?
Yes. Each person who completes the course receives a certificate of completion. It is a completion certificate, not an accredited professional certification.
Help your IT team listen better
Tell us how many seats you need and we'll send pricing plus the full course outline. Questions? Call 206 988 5858.
- Real IT scenarios: tickets, phone calls and upset users
- 56 videos, 9 quizzes, 10 modules, done in 3 to 6 hours
- $299 per seat, with volume discounts up to 60% for teams
Prefer to talk? Call 206 988 5858