Simon Blair

• Live with SimonReal practice and feedback, not a recording
• Certificate includedFor everyone who completes
• 15% off 2 or more ticketsOn most courses, in one booking
• 25% off for membersACXPA member pricing

• 27Oct2026Phone Customer Service FoundationsTue 27 and Wed 28 Oct · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomGive your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 27 and Wednesday 28 October 2026.$485ex GSTView course
• 29Oct2026Public Sector EssentialsThu 29 Oct · 9:30am–12:30pm AEDT · 3 hours · Online via ZoomGive council, department and agency staff a clear framework for every phone enquiry in this 3-hour live online course with Simon Blair, on Thursday 29 October 2026.$335ex GSTView course
• 10Nov2026Reception FoundationsTue 10 and Wed 11 Nov · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomLift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 10 and Wednesday 11 November 2026.$485ex GSTView course
• 10Nov2026Customer Service Phone EssentialsTue 10 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Tuesday 10 November 2026.$315ex GSTView course
• 11Nov2026Inbound Phone Sales EssentialsWed 11 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomTurn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Wednesday 11 November 2026.$315ex GSTView course
• 17Nov2026Technical Support Customer Service EssentialsTue 17 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your help desk a proven structure for every support call in this 3-hour live online course with Simon Blair, on Tuesday 17 November 2026.$315ex GSTView course

We’ll be adding new course dates soon. Can’t wait? Talk to us about a private course.

Insightful, logical and practical training

Review of Inbound Sales Essentials (Private)

First and Foremost, Simon delivered this training in a very down-to-earth, simple and clear manner. His address was universal to all participants. I really love the way we have changed our mindset form Traditional Sales (yuck) to Modern Buying. So much information I will be printing out the slideshow notes and utilising as a blueprint from which to continue to improve and grow as a Customer Experience Officer in the 10% 🙂

I would definitely recommend this training to others. Simon was able to pepper the core message with fun whilst still delivering an excellent product.

My very first call after the training session, using the techniques taught, “Tell me your situation etc” and being able to resolve that for her, my customer said to me, “Thank you I feel you have understood my issue and won’t need to worry anymore, I feel I have finally been heard”. So, it really does work). Thanks Simon!

Tracy Maguire

Customer Experience Officer

TAFE Queensland

Very Enjoyable, Practical and Engaging!

Review of May 2026 Public Sector Foundations

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.

Skye Dangerfield

Customer Contact Officer

Western Downs Regional Council

Informative, effective and well structured

Review of Coaching PRO (Private course)

I learned about the structure and techniques behind effective coaching, found the session highly valuable and insightful, and would strongly recommend it to anyone who leads a team. Great session Simon!

Alex Smirnakos

National Member Services Team Coordinator

The Royal Australian College of General Practitioners (RACGP)

Real Customer Experience!

Review of Customer Service Professionals (Private Class)

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.

Xennia August

Customer Service Agent

Bank South Pacific

No more robot interactions

Review of Phone Customer Service Foundations (Private Course)

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!

Deidre Pala

Contact Center Agent

BSP

Worthwhile training that builds confidence and enhances communication skills

Review of March 2026 Reception Customer Service Foundations

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!

Katerina Cassimatis

Receptionist

Inland Rail

Well worth every minute

Review of March 2026 Customer Service Phone Essentials

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.

Kate Farrugia

Helpful and Interactive

Review of Inbound Sales Essentials (Private)

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!

Pey P

Engaging, Effective and Practical!

Review of Contact Centre Coaching Pro Course

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

Nathan Aninakwah

Team Leader

Legal Aid NSW

Valuable Insights on Collections

Review of December 2025 Collections Foundations

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.

Svetlana Angelkoski

Senior Accounts Receivable/Finance Assistant

Newington College

It works!

Review of Inbound Sales Essentials (Private)

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!

Ana Mardoquio

Customer Growth Consultant

Petsure

Naturally intergrated into each call

Review of Inbound Sales Essentials (Private)

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.

Brooke Campbell

Customer Service Supervisor

PetSure

Absolutely Brilliant Trainer and Content!

Review of September 2025 Reception Customer Service Essentials

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!

Megan Woodham

Receptionist

Canberra Girls Grammar School

Engaging and Fun

Review of Phone Customer Service Foundations (Private 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!

Amanda Aylward

Health information officer

Kidney Health Australia

Excellent, strongly recommended!

Review of Phone Customer Service PRO Course

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!

Kaisa Sego

Customer Service Agent

BSP Financial Group Limited

Lots of new skills gained along with a change in mindset

The training was very helpful; I learnt so much and it very much helped with how to manage my team.

The training is very good in terms of people management; how to approach people, what to say, how much time to spend with which officers. The one thing I learnt which was so new was to spend more time with the best performers.

That was something as I was spending more time with officers who were not performing so it was a good mindset change!

Joycelyn Asa

Team Leader Customer Service

Bank South Pacific

Great skills that made an immediate impact

Review of Contact Centre Coaching Pro Course

Very good training and excellent techniques delivered throughout the training. One thing that stood out for me, and I see that it helps during conversations with the person I am coaching, is the silent technique.

Asking a question and giving the silence, prompts the person coached to open up and say what’s in his mind – great technique that really worked!

Christopher Ila

Manager Customer Service

BSP Financial Group Limit

So Helpful!

Review of May 2025 Contact Centre Coaching PRO

Simon was so knowledgeable and easy to work with. I look forward to bringing his enthusiasm and skills to the rest of my team. This course is definitely worth it!

Maggie Flanagan

Service Team Leader

SESS

Great course - Informative and Enjoyable!

Review of April 2025 Customer Service Reception PRO

Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.

Birdee Sideris

Receptionist

CMI Safe Co

Incredibly Valuable!

Review of April 2025 Customer Service Reception PRO

I highly recommend this course to anyone looking to improve themselves. It has been an incredibly valuable experience for me. Not only did it help me build my confidence, but the way Simon presented the material was excellent.

Bagdad Muthana

Receptionist

MKT Taxation Advisors

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