About CX Skills

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!

Simon sets a framework with easy measurable targets of progressing through a standard call/enquiry process. This is not a one size fits all. The processes can be finessed to fit the non-standard call.

The course has behavioral expert advice on improving the telephonic experience for the student by being natural, steering the conversation for the best information sharing experience, understanding and emotional response and checkback to make sure you are aligned with the student’s enquiry.

In our case, given the nature of the product, the motivation for the student to follow through and not just apply and enrol but actually complete the course is out of the initial contact person’s hands. The energy and momentum should be reflected in every aspect of interaction at TAFE.

I thought it was a great approach to delivering training. Simon has a friendly, honest, and engaging style when presenting sales methodology.

One of my key takeaways was recognising that, whether I am speaking with students or members of my team, I can sometimes bring too much of my own experience into the conversation. Moving forward, I will focus more on “letting it ride” with the other person, listening to their perspective, and creating a more balanced discussion.

I particularly liked the concept of bridging, which reminded me of the OSLIQ model we used at Telstra in the early 2000s. It reinforced the importance of guiding conversations naturally while maintaining a focus on the customer’s needs and goals.

I am passionate about making a positive impact on how we approach sales at TAFE Queensland, and this session has provided some additional tools and techniques that I can share more broadly across the business. Many staff are uncomfortable and fear the term “sales”, so I often frame it in terms of conversion, service excellence, and quality student engagement. This training further reinforced that effective sales conversations are ultimately about understanding needs, building trust, and helping people make informed decisions.

Thank you. Mark

Really enjoyed the insights shared by Justin throughout the day we spent going through the training package. The analytics were super interesting to see and highlighted a lot of aspects of the business in which we really need to adjust for the better. I’m hoping this course and any future courses help uplift the way we work for the betterment of our staff and customers.

I recently completed the Introduction to Call Centre Management course and found it extremely valuable. It provided a solid understanding of contact centre metrics, how to interpret and apply them effectively, and introduced practical coaching frameworks that can be applied immediately in the workplace.

What an amazing course, very engaging and super helpful. I would recommend this course to all who are both new and experienced in the call centre environment.