Courses for Call Centre Agents & Frontline Employees

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

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.

Inbound Sales training with Simon. He was an amazing facilitator. Not only is the content great, informative and provides a clear structure for approaching inbound sales calls, he brought in a vibrancy to the training that made 3 hours feel like 1.

He demonstrated the teachings through his own interactions, allowing a deeper drive home to the ideas being learned.

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

I learnt what type of ‘chair’ I was and that the green would be more relevant in customer service, using the UNER technique.

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

We learned the two types phone customer service which is what customer wants and what customers need, and we also covered the four service method of customer service which is engage, discover, name, and bridge – enjoyed the training!

Really enjoyed how to constructively converse with any individuals virtually or physically with a clear desire to help trigger the right emotional response with empathy to deliver the best experience.

During my 3-days course with Simon, I learnt a lot of valuable skills and knowledge. Main skills I have acquired are how to engage with various customers and to properly communicate using the right words, energy and empathy. I am glad to have set under this training and appreciate every knowledge gained.

I would gladly recommend this course to people like me who are willing to better their communication and interaction skills with customers or a day to day life style.

This ‘How to Engage’ module has taught me new way of approaching to the customer by using the key behaviours Simon showed us. And overall the training helps me assist the customer by meeting their needs or solve their problems.

I learned to actively listen and show empathy. Also on how to control the call and be more confident and the most valuable thing is assisting customers at first point/call and closing the query and yes I would highly recommend this training.

I have come to realise how important it is to engage, discover, educate, and empathise with customers. It was a very impressive training which I believe with more time, I will definitely be a good customer service agent. Most of the training was done with role play which broadened my mind to again really understand the training. It was excellent training – really appreciated it Mr Simon Blair!

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.

The training was very enjoyable and I have learnt that there is more to customer service on the phone than what I actually thought. Outline was nice and clear and I would definitely recommend it.