Phone Customer Service FoundationsThursday 11 and Friday 12 February 2027

I found it helpful and enjoyed how the course was personally tailored around my scenario and career goals, in particular through engaging in roleplays to mimic scenarios I would face during work with provided feedback for areas I could improve and better ways to word/phrase my sentences in customer service scenarios depending on the customer/situation.

I would definitely recommend this course. Simon delivered the information so that it was very relatable to our setting, and was full of lots of interactive activities that allowed participants to put into practice the information that was delivered.

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.

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.

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.

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 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!