Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.

I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.

Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.

Book your staff into this amazing course.

Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!

Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus

We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!

Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.

I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.

Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.

He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!

My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.

It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.

The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.

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!

I recently had the privilege of attending Daniel Ord’s workshop on “Managing Difficult Situations”, and it was nothing short of outstanding. Daniel’s expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.

From the moment the workshop began, Daniel’s enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.

What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It’s evident that he genuinely cares about each participant’s learning journey.

The real-world examples and practical strategies shared during the workshop were invaluable. Daniel’s ability to connect theory to practical application made the content highly relevant and actionable.

The workshop was impeccably organized, and Daniel’s presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.

In conclusion, I cannot recommend Daniel Ord’s workshops enough. If you’re looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.

If you’re considering attending one of Daniel’s workshops, don’t hesitate – you won’t be disappointed!

Daniel is an excellent trainer, the training was engaging, informative and provided practical skills to put into place. The course was run at a great pace and for the first time, I did not feel brain drained at the end of the training (like has been my experience with other organisations). It wasn’t information overload, it was thought provoking, practical and down to earth.

This was the most valuable training I have ever done. I have 31 years in customer service and was not sure how much value I would get out of the course. From the first session the information was powerful, thought provoking and It created a huge paradigm shift in how I view ‘abusive customers’.

While a lot of the skills I already have gained over the years, I have still walked away with some new, some refined skills.

Would highly recommend this to anyone dealing with customers or considering a career in customer service.

Thank you so much.

Dan was so friendly, informative, knowledgeable and engaging as an instructor and very funny to boot. He made a scary and daunting part of my role at work interesting & funny.

I’m excited to put his suggested approaches into action and see what kind of results I get with customers. And I have a heightened enthusiasm for trying to help our customers as best I can.

Very appreciative that my employer enrolled me in the course and would love the opportunity to do another and maybe even get to meet Dan in person!

Cannot recommend this course any more highly for any professionals who deal with customers.

In all my years of customer service, and we are now in the 4th decade of customer service, I have never done a course that answered so many questions I didn’t know I even needed an answer to.

Without a shadow of doubt, hands down, dead set – this was the BEST course I have ever taken about how to do my job. EVER.

Meeting Daniel and drinking up his enthusiasm for his work has re-sparked my desire for my job. I now have the tools and the understanding that I never had before, or if I had been given the tools, they were not explained very well, because now I get it. I get it, I never did before.

The TED talk, which I watched a couple of times over already, was perfection and I think everyone should watch it. Brilliant. I could go on.

The four of us from Dulux think this was amazing and to quote one of us, “Daniel is in the right profession.” Thank you.

Simon conducted an extremely comprehensive Customer Service Phone Pro Training. His knowledge was incredibly impressive and I’m very grateful to have taken away so many new skills.

Simon gave valuable advice for not only how we communicate with customers but also with family, friends and strangers. I will definitely be applying my new learning in everyday life.

The course is a great overview in managing difficult situations/customers. Daniel is highly engaging and passionate in delivering the content and he provides great examples and effectively guides/demonstrates these for participants, ensuring they are taking on each topic.

The team have really obtained great knowledge to put to action in their day to day roles. In addition, the techniques are very simple and realistic which will enable a quick refresh for teams down the track with the content provided.

The course itself was broken down into three sections, with each section covering what you would experience daily working within customer service, then it was further broken down and explained in more depth. Within each section, I took away multiple points that I would find myself using each day. One extremely interesting key point I took away from the ‘Difficult Situations’ section was how customers react and respond to each situation.

Dan (the instructor) broke this down into 3 states of response, ‘The Parent’ ‘The Adult’ and ‘The Child’, depending on the situation you are faced depends how a customer will choose their response. My job in this is to ensure I remain on the ‘Adult’ response, no matter how a customer reacts, whether it be a childish manner or a parental and controlling matter. Although it is quite hard to put a finger on one key point as I have 4 pages worth of notes and will most definitely be referring to the course guide!

The whole course resonated with me but something I found stood out was the ‘How to Say No and the Six Solution Types’ section. This was my main reason for participating in the course and I found it challenging but useful. They covered both how to say no but also how to say yes after saying a no, all to ensure the customer leaves feeling satisfied even if they didn’t get the answer they initially desired. We touched on a few topics within this section but the psychology behind it was fascinating and learning how to restructure your sentences and wording to create a scenario where the customer feels satisfied will be something I will apply a lot more to my work.

Although I only touched on a few topics that resonated with me, I can confirm that it was well worth it and an experience like no other course. Dan was intriguing and kept everyone engaged by using multiple learning types and you could see everyone enjoyed themselves. He had my full attention, and I was more than happy to participate in the activities and give my opinion/point of view.

I think this course was unique and the way it was structured was amazing, I think we would benefit from keeping the CX Courses on speed dial anytime we need to upskill as it was engaging and easy to follow, and even though it was in a group setting I felt I experienced it individually and learnt a lot of valuable information.

The training provided manages to take complex sales strategies and make them easy to understand and implement in a sales call.

It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.

This training took efficient, tried and tested sales concepts and expanded on them to not only generate higher conversion, but a more positive customer experience.

Aside from the training, which was amazing, Simon – the trainer – was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.