Public Sector Customer Service Essentials

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.

He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.

Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.

Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking. He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants. He adapts seamlessly to the needs of the group, provides practical and relevant examples, and strikes the perfect balance between theory and real-world application.

I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.

Really valuable training, I found the five chairs concept to be really interesting, I will aim to use UNER and UER to help with those difficult conversations!

I learnt a lot from this course. Great to learn new techniques and ways of looking at things.

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

In a world where customer service increasingly handles complex and often frustrating issues left behind by automated systems, Daniel and his team provide a wide range of practical tools that bring a much-needed human touch to customer interactions.

Very easy to understand and apply to workplace. Gives great tools for managing difficult customer interactions and improving customer experience. I would recommend this course for any business, as applying this training will improve customer outcomes and increase staff confidence.

Great training with useful techniques for managing difficult customers

Lots of different techniques were learnt and I found it to be a refreshing approach to customer service training. Dan and Marcus were lovely.

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.

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.

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

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.

Really helpful bringing it back to basics – how important our Team Leaders are, how to appropriately use KPIs (and why you need them), and the benefits of great customer experience.

Lots to think about and apply to my Helpdesk.

Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!

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!

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.

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!

Thank you to Nant for such an insightful and well-paced course. I learnt a lot about my own triggers, responses/reactions to them in both the workplace and life more broadly, and how I can best arm myself to be more resilient in the future, especially having recently come into a workplace that is entirely new to me and moved interstate.

My favourite part of our discussion was the association Nant made between action and confidence. I had never really thought about how confidence can also be something that is practical rather than emotional, and that it is up to us to continually hone this as a skill rather than an attribute that may or may not come naturally to us. Thank you. 🙂

A really a comprehensive and enjoyable course to attend.