Self-paced online course for IT support
Help Desk Training That Fixes People Problems, Not Just Tickets
Teach your techs to listen, stay calm with angry users, and close tickets people thank them for. 56 videos, 10 modules, online any time. $299 per seat.
- 56 videos and 9 quizzes across 10 self-paced modules
- Team pricing from 5 seats, up to 60% off at 500+ seats
- Free Group Management Console with 2 or more seats
Course content is based on Don R. Crawley's book, The Compassionate Geek
Prefer to talk? Call 206 988 5858
Get help desk training pricing
Tell us how many seats you need. We will send pricing and answer your questions.
Why IT teams pick this help desk course
Written for IT, not retail
Every lesson uses real help desk and service desk situations, so your techs can use it on the next call.
Calmer calls with upset users
Modules cover angry end users, conflict resolution and active listening, so hard tickets get easier.
Lower cost as your team grows
Seats start at $299. Pricing drops at 5, 25, 50, 100 and 500 seats, up to 60% off.
See who finished
Buy 2 or more seats and the Group Management Console is free, so you can track team progress.
Train without losing a shift
Self-paced video is open 24/7, all year. Techs learn between tickets instead of sitting in a classroom.
Proof of skills
Each learner earns a certificate of completion after finishing the quizzes and final exam.
What is inside the help desk training course
The Customer Service Secrets of Successful IT Pros is a self-paced online course built on Don R. Crawley's book, The Compassionate Geek. It teaches the five principles of IT customer service: competence, compassion, empathy, listening and respect.
Techs watch short videos, take quizzes and finish with a final exam. Everything runs in a web browser, so help desk staff in any office or at home can take it on their own schedule.
- 10 sections and 115 steps, with 56 videos, 9 quizzes and a final exam
- 112 minutes of video; most learners finish in 3 to 6 hours
- The five principles: competence, compassion, empathy, listening, respect
- Emotional intelligence and active listening for technical staff
- Conflict resolution and handling angry or frustrated end users
- Stress management for busy help desk and service desk staff
- Certificate of completion for every learner
- Available in English, French and Spanish
- Group Management Console included free with 2 or more seats
Trusted by IT teams, MSPs and support managers
“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!”
“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.”
“Emphasizes mandatory training for all staff and credits the training with winning new business by differentiating the MSP through compassionate service combined with technical excellence.”
What happens after you ask for pricing
Tell us about your team
Share how many techs need training and the language you need: English, French or Spanish.
Get your seat pricing
We send the per-seat price for your seat count, plus answers on the console and certificates.
Enroll and track progress
Your team logs in and starts right away. With 2 or more seats, you follow progress in the Group Management Console.
Frequently asked questions
How much does help desk training cost?
The course is $299 per seat. Volume pricing is $269.10 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. Taxes are calculated at checkout.
Is there a minimum number of seats?
No. You can buy a single seat for one technician or seats for a whole department. Buy 2 or more and the Group Management Console is included free.
How long does the course take?
There are 112 minutes of video across 10 sections and 115 steps. Most learners finish in 3 to 6 hours. It is self-paced and open 24/7, 365 days a year.
Do technicians get a certificate?
Yes. Learners earn a certificate of completion showing they finished the course. It is a completion certificate, not an accredited professional certification.
Is this technical training like CompTIA or Cisco?
No. This course covers customer service and people skills for IT pros: listening, empathy, conflict resolution and stress management. It does not teach technical certification content.
Can teams outside the United States take it?
Yes. The course is delivered online and is used in the United States, Canada and Mexico, with content in English, French and Spanish.
Ready to train your help desk?
Tell us how many seats you need and we will send your pricing, plus details on the free Group Management Console and certificates.
- 56 videos and 9 quizzes across 10 self-paced modules
- Team pricing from 5 seats, up to 60% off at 500+ seats
- Free Group Management Console with 2 or more seats
Prefer to talk? Call 206 988 5858