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!

I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.

A really a comprehensive and enjoyable course to attend.

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.

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.

Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.

Really enjoyed this course! Designed well so that it fits with a busy work schedule.

Great content, delivery and knowledge from Daniel and interesting discussions with the group.

I found this course really valuable and have been able to implement and test some thinking and ideas immediately.

I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.

It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey

Daniel is a passionate and very knowledgeable CX expert who was very engaging throughout the whole course. Relevant course content and thought-provoking activities to learn through discussion. Definitely recommend this training!

I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.

The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.

It really has has provided me with a fresh perspective on my current job!

The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.

The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!

Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.

This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].

Now I know more, I want to do more. Terima kasih!

It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.

Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.

Here’s why anyone looking to boost their professional game should consider this course:

1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.

2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.

3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.

Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!

Happy learning!

The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.

Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.

Overall, it was a very enjoyable course that I benefited alot from. Thank you!