Online course from Compassionate Geek
Conflict Resolution Training Built for IT Support Teams
Give your help desk simple ways to calm angry users and settle conflict. Self-paced online course, $299 per seat, with volume discounts for teams.
- Handle angry users and tense calls without losing your cool
- Self-paced online: 56 videos, 9 quizzes, 3 to 6 hours total
- $299 per seat, with up to 60% off for larger groups
Used by TeamLogic IT. 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 next steps.
Why IT teams pick this conflict resolution training
Made for IT, not retail
The examples come from help desk and field support work, so the steps fit your day.
Calm angry users
Learn what to say when someone is upset, and how to keep the fix moving forward.
Learn at your own pace
Online 24/7. 56 videos across 10 modules. Most people finish in 3 to 6 hours.
See your team's progress
Buy 2 or more seats and the Group Management Console is free, so you can track who has finished.
Clear seat pricing
$299 per seat, with discounts starting at 5 seats and reaching 60% off at 500 or more.
Proof of learning
Each learner earns a certificate of completion for IT customer service skills.
What the conflict resolution training covers
The course is called The Customer Service Secrets of Successful IT Pros. It is based on Don Crawley's book The Compassionate Geek and teaches the five principles of IT customer service: competence, compassion, empathy, listening and respect.
Conflict resolution runs through the whole course. Your team learns how to handle angry and difficult end users, listen well under pressure, manage their own stress, and keep working relationships strong after a hard call.
- Dealing with angry, frustrated and difficult end users
- Conflict resolution steps for real support situations
- Active listening and clear communication
- Emotional intelligence for IT professionals
- Stress management for help desk and service desk staff
- 10 modules, 115 steps, 56 videos, 9 quizzes and a final exam
- 112 minutes of video; most learners finish in 3 to 6 hours
- Available in English, French and Spanish
- Certificate of completion for every learner
What IT leaders say after the training
“The results were fantastic immediately … watching three of my team members who were struggling with the very topics you were touching on. They were passionate about it, they were excited. They went out to the client they'd had a difficult interaction with and immediately resolved it.”
“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!”
“Notes marked improvement in IT staff responsiveness and communication skills following training.”
What happens after you ask for pricing
Send your details
Tell us how many seats you need and what your team struggles with most.
We send your pricing
You get seat pricing, your discount tier, and answers to any questions.
Your team starts online
Learners log in and work at their own pace. With 2 or more seats you also get the free Group Management Console.
Frequently asked questions
How much does conflict resolution training cost?
It is $299 per seat. Volume pricing is $269.10 for 5 to 24 seats, $239.20 for 25 to 49, $209.30 for 50 to 99, $149.50 for 100 to 499, and $119.60 for 500 or more. Taxes are figured at checkout.
Is the training live or self-paced?
The course is self-paced and online, open 24/7, 365 days a year. Compassionate Geek also delivers virtual live-video presentations if you want a session for your team.
How long does it take to finish?
There are 112 minutes of video across 115 steps. Most learners complete the whole course in 3 to 6 hours, spread out however they like.
Can I track who on my team has finished?
Yes. The Group Management Console is included free when you buy two or more seats. It lets you monitor and manage everyone you enroll.
Is there a minimum number of seats?
No. You can buy one seat for yourself or a group license for your whole team. Discounts begin at 5 seats.
Do learners get a certificate?
Yes. Every learner who completes the course gets a certificate of completion showing their IT customer service skills. It is a completion certificate, not an accredited professional certification.
Turn tense calls into solved problems
Tell us how many seats you need. We'll send your pricing, your discount tier, and how to get your team started.
- Handle angry users and tense calls without losing your cool
- Self-paced online: 56 videos, 9 quizzes, 3 to 6 hours total
- $299 per seat, with up to 60% off for larger groups
Prefer to talk? Call 206 988 5858