Courses for Call Centre Agents & Frontline Employees

This training was fantastic as I learned new techniques and methods how I can assist customers via call professionally.

I would like to salute Simon as he was helpful, fun and was interacting well with us participants.

The start of the session was somewhat boring as it went through psychological/theoretical underpinnings for the technique presented. I admit this is more of a personal thing and for other people new to this material they would find it interesting although I would still prefer it was condensed down. I was more interested in the practical aspects. We got to put that into practice but insufficient time to hone the technique due to the theory taking up too much of the session in my personal opinion. Particularly the ending/finishing section which we didn’t get to practice.

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!

This training was a great experience. It helped me understand how to support end users effectively and respond professionally. The trainer was clear, engaging, and focused on real-world scenarios. I now feel more confident in handling tech support tasks and communicating with customers. Highly recommend for anyone starting or improving in IT support.

I recently completed CSX Training with Simon Blair. He explained things clearly and made the sessions easy to follow. The training was practical and helped me understand customer service over the phone better. Highly recommended!

The training session was exceptionally organized, providing valuable insights that will positively influence my daily call coaching and overall tasks.

This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.

Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!

We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.

We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.

An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!

The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.

It’s been a valuable experience that has already changed our mindset on the way we approach customer service.

Highly recommended!

I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.

It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.

Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.

I enjoyed practicing the techniques we were taught and the challenges he set for us.

A great overall experience!

A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.

Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.

This will also help with home life situations which I loved!

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

Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.

You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.

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!

I felt Daniel was a wonderfully positive and communicative presenter.

This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.

The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.