By the author of The Compassionate Geek
IT Soft Skills Training Your Help Desk Will Actually Use
A self-paced online course that helps IT pros listen better, calm angry users and work through conflict. 56 videos, 10 modules, $299 per seat.
- Self-paced: 56 videos, 9 quizzes, done in 3 to 6 hours
- Volume discounts up to 60% off; free team console at 2+ seats
- Certificate of completion in English, French or Spanish
Used by TeamLogic IT. Based on the book The Compassionate Geek.
Prefer to talk? Call 206 988 5858
Get pricing for your team
Tell us how many seats you need and we'll send pricing plus how to enroll.
Why IT teams pick this soft skills training
Written for IT, not retail
Every lesson uses real IT support situations, from tickets to tense calls. It is built for help desk, service desk and MSP staff.
Handle angry users with less stress
Your team learns conflict resolution, how to work with upset end users, and stress management they can use on the next call.
Learn on your own schedule
The course is self-paced and open 24/7, 365 days a year. Most learners finish in 3 to 6 hours across 10 short modules.
See who finished
Buy two or more seats and the Group Management Console is included free, so you can track and manage enrolled users.
Proof of competency
Each learner earns a certificate of completion showing they covered the customer service skills your clients expect.
Three languages
The course is available in English, French and Spanish, so spread-out teams can train in the language they prefer.
What's inside the IT soft skills training
The course is called The Customer Service Secrets of Successful IT Pros. It is based on Don R. Crawley's book The Compassionate Geek and teaches the five principles of IT customer service: competence, compassion, empathy, listening and respect.
Everything is online and self-paced. Learners sign in, work through short videos, take quizzes along the way, then finish with a final exam and a certificate of completion.
- 10 sections, 115 steps, 56 videos, 9 quizzes and a final exam
- 112 minutes of video; most people finish in 3 to 6 hours
- The five principles: competence, compassion, empathy, listening, respect
- Emotional intelligence and active listening skills
- Conflict resolution and working with angry or difficult end users
- Stress management for help desk and service desk staff
- Group Management Console included free with 2 or more seats
- Available in English, French and Spanish, 24/7 online
What IT leaders say after the 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.”
“Notes marked improvement in IT staff responsiveness and communication skills following training.”
“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!”
What happens next
Tell us your seat count
Send the form with how many people need training. That tells us which price tier fits you.
Get your pricing
We reply with per-seat pricing, discount tiers and answers to any questions about the course content.
Enroll and start
Your team signs in and starts right away. With 2 or more seats you also get the free Group Management Console.
Frequently asked questions
How much does the training cost?
The base price is $299 per seat. Volume pricing: 5-24 seats $269.10, 25-49 seats $239.20, 50-99 seats $209.30, 100-499 seats $149.50, and 500+ seats $119.60 per seat.
Is there a minimum number of seats?
No. You can buy a single seat for $299 as an individual learner. Group discount tiers begin at 5 seats, and the free Group Management Console starts at 2 seats.
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, and it is self-paced so they can spread it out.
Is this technical IT training?
No. This is soft skills and customer service training for IT pros: emotional intelligence, active listening, conflict resolution, working with angry users and stress management. It is not technical certification training.
Do learners get a certificate?
Yes. Each learner earns a certificate of completion after the final exam. It shows course completion rather than a government-accredited professional certification.
Can remote or international teams take it?
Yes. The course is online and available 24/7, 365 days a year, in English, French and Spanish. Don also delivers virtual live-video presentations.
Ready to train your IT team?
Send your seat count and we'll send per-seat pricing, discount tiers and simple enrollment steps. Individual seats are welcome too.
- Self-paced: 56 videos, 9 quizzes, done in 3 to 6 hours
- Volume discounts up to 60% off; free team console at 2+ seats
- Certificate of completion in English, French or Spanish
Prefer to talk? Call 206 988 5858