Simon Blair

This training provided valuable insights into essential customer service requirements, including understanding customer needs, effective communication techniques, and the importance of pausing and setting clear expectations. I particularly found the four-step engagement approach (Welcome, Intent, Name, Bridge) very useful, as it provides a structured and practical way to interact with customers both over the phone and at the front counter.

I enjoyed the way the training was delivered by Simon Blair. His approach was clear, engaging, and easy to follow, supported by helpful slides that reinforced key points. Simon also explained the reasoning behind each concept, which made the content more meaningful and easier to apply in the workplace.

Overall, I found this training highly valuable and would recommend it to others. It provides practical tools and techniques that can improve customer interactions and build confidence when dealing with a variety of customer situations.

We learned the two types phone customer service which is what customer wants and what customers need, and we also covered the four service method of customer service which is engage, discover, name, and bridge – enjoyed the training!

Really enjoyed how to constructively converse with any individuals virtually or physically with a clear desire to help trigger the right emotional response with empathy to deliver the best experience.

During my 3-days course with Simon, I learnt a lot of valuable skills and knowledge. Main skills I have acquired are how to engage with various customers and to properly communicate using the right words, energy and empathy. I am glad to have set under this training and appreciate every knowledge gained.

I would gladly recommend this course to people like me who are willing to better their communication and interaction skills with customers or a day to day life style.

This ‘How to Engage’ module has taught me new way of approaching to the customer by using the key behaviours Simon showed us. And overall the training helps me assist the customer by meeting their needs or solve their problems.

I learned to actively listen and show empathy. Also on how to control the call and be more confident and the most valuable thing is assisting customers at first point/call and closing the query and yes I would highly recommend this training.

I have come to realise how important it is to engage, discover, educate, and empathise with customers. It was a very impressive training which I believe with more time, I will definitely be a good customer service agent. Most of the training was done with role play which broadened my mind to again really understand the training. It was excellent training – really appreciated it Mr Simon Blair!

The training built my understanding on how to properly engage and interact with customers. During these 3 days of training, I built valuable communication skills. The trainer (Simon) allowed us to interact and perform scenarios to further understand what was taught. I would definitely recommend this training course to anyone who is willing to better their communication skills.

The training was very enjoyable and I have learnt that there is more to customer service on the phone than what I actually thought. Outline was nice and clear and I would definitely recommend it.

I learned plenty new valuable ideas on customer service skills and especially technics on call handling. This three days training (3-hours each day) has broadened my mind, and strengthened my skills on how to master and handle customers on all levels. More over, the training was short, sharp and interesting and I enjoyed it overall!

I found the training very engaging and practical. The information was presented and explained in a way that related to real life scenarios and was easy to comprehend. Simon is a very patient and effective teacher. I would absolutely recommend this course to others, not just for customer service efficiency but for gaining knowledge about communication, socialisation etc.

I basically learnt the proper structure of call handling, personalising conversations with customers instead of speaking like a robot and important key behaviors to incorporate within the conversation, from the start, throughout till the end to guarantee customer satisfaction.

Very detailed, simplified and interactive training which was thoroughly enjoyed!

Your Call Handling Training with us at BSP Contact Centre was really helpful and informative and is a lifetime lesson.

The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!

He made us feel comfortable during the training by allowing us to speak first and share our thoughts. I learned a lot about how a customer service representative should handle customers from different cultures.

Having a call guide is especially helpful, as it allows trainers to coach trainees on how to properly handle calls without relying too much on a script and encourages them to be more conversational.

I was nervous making and taking phone calls. This course has given me clear structure that I can follow not just for phone calls, but for everyday conversation. Simon personalised the content for my situation which only enhanced what I got out of the experience.

He is very knowledgeable and made the whole session fun. I feel much more confident now to be able to handle any phone call. Highly recommend this course and Simon as an instructor.

I really enjoyed the mirroring technic. Repeating the caller’s last 3 words.

I learned several helpful techniques for building natural and connected conversations with customers. The facilitator (Simon) also gave us opportunities to practice these techniques with guidance, which made the session very engaging and practical. I really enjoyed the training, and it felt quite short—I would have appreciated a longer session to explore the techniques further.

I found the training very helpful and interactive. The skills we covered will directly support my day‑to‑day coaching with my agents, and I appreciate how practical and easy to apply everything was.

The activities during the session also helped me put the key concepts into practice right away. Thank you, Simon, for an engaging and impactful training!

The contact centre coaching PRO training course was held over 3 half days. Simon has a great knowledge and skill in this area. Simon is very engaging. The main area I believe it will assist me is in having difficult conversations with my team. It is hard to pinpoint what part of the course that I liked the most as it was all fantastic. I would highly recommend this course to any team leaders or managers.

Have learnt so much and was very interested in the psychology of Sales, which Simon did very well explaining the logics to it.

Simon is an incredible facilitator and presenter, and his knowledge of call centre operations becomes evident almost immediately. The tips, strategies, and practical applications he shares are explained thoughtfully, with clear links to the underlying psychology, which really helps them land. He also creates a genuinely safe space to practise these skills with other participants.

I would recommend this training to any team leader, whether new or experienced. This session has increased my confidence and strengthened my approach to building effective coaching structures and philosophies to better support my team. I can genuinely see myself shifting from ‘manager’ to ‘coach’ after this session by taking a more thoughtful and measured approach to each individual’s needs

A three-hour session that was engaging from start to finish. Simon was able to not only keep us engaged but provide multiple options of support tailored to each person’s key learning area. Constantly seeking reassurance from everyone that we not only understood but also supporting any questions or comments we may have had. Continual conversation and verbal delivery rather than reading from an info pack on the computer was a very effective way of delivering the session.

I thoroughly enjoyed this training session as I was able to learn and pick up on new tips to better build the connections with the customers.

Additionally, I found it quite interesting that at the end of the call, we can close of by wrapping up with asking if the customers had any other questions and finishing it off by saying ‘Thank you’ instead of bye (which usually leads to the awkward bye, bye, bye..).

The training session was great . The content was clear, practical and highly relevant to my cold tins role. Simon was very knowledgeable and made the presentation fun and interactive. I enjoyed the role playing , which will assist me in effective communication strategies, negotiation and assist in managing overdue accounts.

I really enjoyed Simon’s content especially the bridging part. Overall great learning session.

Fantastic insight on how to be a point of difference on calls!

Thank you Simon for an exceptional training session. I would definitely recommend this great course as it was informative and enjoyable.

Since doing the CX skills session, I am using the training to have more meaningful, impactful conversations and naturally converting and retaining with ease. It has made a huge difference. Thank you!

The course refined the skills we already possessed while equipping us with data-backed tools to enhance our approach. The trainer was highly knowledgeable and adapted his delivery to suit our individual roles, guiding us through practical strategies to shift conversations constructively.

I especially valued that the content moved beyond clichés like “the customer is always right” or “the company is never wrong.”

Instead, it focused on fostering respectful, transparent, and empathetic interactions—emphasising the importance of timing and language. Since completing the training, I’ve noticed a marked improvement in the success of my phone and email communications.

This course was a great reminder of simple steps to polish our skills on reception. The presenter (Simon) made it fun and light hearted, but very informative.

I took away some great tools to use in my workplace. I would highly recommend this course!

Simon demonstrated his vast experience with a very informative, engaging and entertaining program. Came away with immediate skills to manage consumers. I found it extremely helpful. Thank you, Simon. Hope the roast turned out ok!

This training was fantastic as I learned new techniques and methods how I can assist customers via call professionally.

I would like to salute Simon as he was helpful, fun and was interacting well with us participants.

The start of the session was somewhat boring as it went through psychological/theoretical underpinnings for the technique presented. I admit this is more of a personal thing and for other people new to this material they would find it interesting although I would still prefer it was condensed down. I was more interested in the practical aspects. We got to put that into practice but insufficient time to hone the technique due to the theory taking up too much of the session in my personal opinion. Particularly the ending/finishing section which we didn’t get to practice.

The training was quite interesting and educational, and with the help of our trainer, Simon Blair, I learnt a lot about how to talk to customers on the phone and expand our expertise. Simon has not only made the training more entertaining but also pleasurable by using interactive role plays to help participants better comprehend the program’s concept, so I would strongly recommend him for the upcoming session. Excellent work, Simon!

Simon’s training was a great learning experience. His interactive teaching style made the class truely enjoyable.

I recently completed CSX Training with Simon Blair. He explained things clearly and made the sessions easy to follow. The training was practical and helped me understand customer service over the phone better. Highly recommended!

Simon took the time to explain every detail and answered any of my questions without judgement. His methods were clear, effective and have already improved my confidence. I strongly recommend him.

The training session was exceptionally organized, providing valuable insights that will positively influence my daily call coaching and overall tasks.

Simon was an engaging, supportive and fun facilitator for these sessions. He welcomed our mistakes, but also gave us information on how to work on them in the future. I would recommend Simon to anyone that wants to boost their customer service skills.

I think for me as someone who has been in customer service for over 5 years, the course was a bit simplified and I didn’t really learn anything new, but, if a newbie in customer service wanted to develop their skills then this would be the place for it. Nonetheless it was an excellent reminder of customer service processes I have learnt in the past.