Simon Blair
Australia’s #1 expert in Contact Centre training, coaching & quality.
For over 30 years, Simon Blair has been a leader in developing and executing continuous improvement programs for those at the front line of Australian sales and customer service.
Across his 30+ years career within the Contact Centre Industry, Simon has personally assessed in excess of 50,000 sales, service & retention calls, so more than anyone in this space, he knows definitively what works and also what doesn’t.
Outside of facilitating training. courses, Simon Blair is the General Manager, Quality Insights for the Australian Customer Experience Professionals Association (ACXPA), responsible for the monthly Australian Contact Centre Rankings report, the Customer Service Benchmarking service and the fixed-price Contact Centre CX Benchmarking service and he is the co-creator of the Australian Contact Centre Quality Standards – the ‘bible’ that helps companies deliver premium levels of customer service and sales in Australia.
Using his extensive industry knowledge and insights, Simon has continually tweaked, adjusted and optimised his training programs to ensure employees are empowered with the right skills to have consistent, quality conversations that deliver results.
As you’ll read in the testimonials below, Simon is well-regarded for his high-quality training armed with lots of great examples, sample calls, role-playing exercises and creating a learning environment where it’s OK to have fun and learn!
Simon’s five core competencies for Contact Centre sales are intuitively correct and have been proven to deliver results. Developed after more than 20 years of working for and with a diverse set of Contact Centres, they are a fantastic way of transforming your internal culture and your external Customer Experience.
Ben Mottram
CXPERT - PrincipalIf you want to improve your sales teams’ performance and build an engaging, supportive coaching environment, Simon will get you there. Simon’s insights will motivate and guide your leaders and sales teams with structured, practical processes that can be adapted to any sales or service organisation. It’s a brilliant and motivating model where mediocrity is challenged and opportunities created. It works!
Roseanne Schmalfuss
RACT General ManagerI thought I would let you know that it is the most outstanding Customer Service course I have ever done! From the video’s to the role-plays and the general interaction with the guys. They were both professional and fun. Thanks!
OMG … Can I just say that I used the Five Degrees strategy today as an approach for a potentially difficult conversation that really provided the framework that made it easy. Thanks Simon, I really don’t think it would have gone so smoothly without the Five Degrees experience!
When Simon isn’t working…
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Recent Customer Testimonials for Simon Blair
Best Customer Service/Sales training!
Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.
He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.
He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.
Overall he covers everything that you need and the training was fun! Kudos!
Informative and enjoyable!
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.
Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Well Run
Simon helps make a somewhat painful process both instructive and even a little enjoyable. Clear structure to information helps make it easy to understand.
Highly Beneficial!
I found the training most beneficial as this is my first time in a call centre environment.
Simon was a fantastic trainer being down to earth and with so much experience in the field, the role play really helped consolidate the information and stepping it out in sequence.
5/5 course!
Would highly recommend this course to others. I found that that it was a very well-structured course that made it easy and effective to apply not only to work, but any aspect of life. Thanks Simon!
Extensive and Hands-on course
Great Course, hands-on phone course discussing essential and useful skills. Interesting information discussed with relevant examples to all types of work.
Informative and personable
I would recommend this course even for the most seasoned customer-facing professional.
Simon’s insights and experience were communicated in an engaging way and the benefits of the suggestions were seen immediately once implemented.
Great Language Tips!
I found the language tips when communicating with customers have really helped me augment my skills. Really useful!
Search below for Simon’s upcoming courses or contact us to discuss private training options for your team or centre.
Phone +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >
Upcoming Public Courses by Simon Blair
View a list of all of Simon Blair’s upcoming public courses below that you can instantly purchase tickets to.
November 2023 Customer Service Reception PRO
Online via Zoom Price: $497.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, this November 2023 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
November 2023 Inbound Phone Sales Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe November 2023 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
November 2023 Customer Service Reception Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe November 2023 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
December 2023 Customer Service Phone Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe December 2023 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
December 2023 Customer Service Phone Professionals
Online via Zoom Price: $497.00 AUD ex GSTEquip your employees with superior customer service skills in the December 2023 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
December 2023 Inbound Phone Sales Professional
Online via Zoom Price: $497.00 AUD ex GSTImprove your employees sales conversions and customer service skills in this December 2023 Inbound Phone Sales Professional training course designed for all phone-based employees.
December 2023 Contact Centre Coaching PRO
Online via Zoom Price: $797.00 AUD ex GSTIn this December 2023 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
January 2024 Inbound Phone Sales Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe January 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
January 2024 Customer Service Reception PRO
Online via Zoom Price: $497.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the January 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
January 2024 Customer Service Phone Professionals
Online via Zoom Price: $497.00 AUD ex GSTEquip your employees with superior customer service skills in the January 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
January 2024 Customer Service Reception Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe January 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
January 2024 Customer Service Phone Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe January 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
February 2024 Contact Centre Coaching PRO
Online via Zoom Price: $797.00 AUD ex GSTIn this February 2024 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
February 2024 Inbound Phone Sales Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe February 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
February 2024 Inbound Phone Sales Professional
Online via Zoom Price: $497.00 AUD ex GSTImprove your employee's sales conversions and customer service skills in this February 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
February 2024 Customer Service Phone Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe February 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
February 2024 Customer Service Reception Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe February 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
February 2024 Customer Service Reception PRO
Online via Zoom Price: $497.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the February 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
March 2024 Customer Service Phone Professionals
Online via Zoom Price: $497.00 AUD ex GSTEquip your employees with superior customer service skills in the March 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
March 2024 Customer Service Phone Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe March 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
March 2024 Inbound Phone Sales Essentials
Online via Zoom Price: $247.00 AUD ex GSTThe March 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
March 2024 Customer Service Reception PRO
Online via Zoom Price: $498.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the March 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
March 2024 Contact Centre Coaching PRO
Online via Zoom Price: $797.00 AUD ex GSTIn this March 2024 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
