Customer Service Training Courses in Sydney & New South Wales

After being in a secondment, in a Coordiantor role for the last 8 months, I found this course extremely valuable. Justin was engaging, funny and shared real-life scenarios and situations to help cement the information he was sharing and showcasing how these processes can be applied. I thoroughly enjoyed the course and would recommend to anyone who is new to the industry or looking for upskilling.

I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.

Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!

Highly recommend this CX fundamentals course, was initially apprehensive about spending so many hours online but Daniel Ord is such a gifted trainer and facilitator that he made it super engaging and so practical with real life, tangible case studies sprinkled throughout the course.

I loved learning from fellow course attendees through their various industry sectors but all with the focus of designing and delivering exceptional customer experience regardless of where each one of us sat within our organizations.

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!

This training explains exactly *why* good customer experiences are good and how to make them good for your customers. Best of all Simon builds a framework you can use in all your interactions and provides scenario insights that help you make the connection between the framework and how to use it in all the various types of customer interactions you have day-to-day, whatever your role.

E.g., having a clear framework for the Engage step make a huge difference. Once you understand the CX framework Simon teaches, just saying ‘hello’ becomes more purposeful. Having that conscious intent and being focussed on establishing trust when you kick-off that initial meet-and-greet makes a huge difference to the whole meeting.

I will be reviewing Simon’s excellent and simple-to follow CX framework as an essential part of my pre-meeting preparation for – well – just about everything from now on.

I found this course to be extremely engaging and enjoyable. Simon is a fantastic facilitator, very articulate, charismatic, and knowledgeable.

We learned some wonderful tips on how to engage customers and keep the dialogue succinct, cordial, respectful, and outcome driven.

I would highly recommend this course to anyone considering doing it, and especially if you work in the customer service industry or manage a team that does. AAA+

Simon provided the perfect balance to deliver an enjoyable but focused message that I think met the needs of our newer staff members as well as our more seasoned staff who live and breathe ‘customer service’.

Having a mixed audience from across our practices for these sessions was a great format, and Simon’s approach was very well received.

I am sure everyone learnt something to take back and hone to improve the service experience for our customers (internal and external), and even our social lives. Thank You Simon!

It was an awesome session with lots of real time examples to better relate to the content and truly embed what has been taught.

I was able to enjoy the whole 3 hour session without getting bored once! The trainer (Simon) knew how to conduct his content in such an interactive manner and so much involved and connected to each of the trainees.

Highly recommended! Simon taught skills you probably use every day but brought format and structure to it.

Makes you highly aware of how we form conversations and steer them in a direction where you get results.

Simon was very engaging and fun during the session, and I could take value from it and further apply it to everyday interactions.

This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.

There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.

And Daniel kept us interested and engaged the whole time. Thanks so much!

I highly recommend the ‘Quality Assurance for Contact Centres’ course with Daniel Ord, as it is extremely beneficial, informative and educational for anyone involved in monitoring or coaching. Daniel offers up-to-date ‘best practice’ methods to efficiently run a QA program, as well as providing you with the tools to analyse and examine your existing QA program.

I entered this course with an open mind and left this course with pages of new ideas and concepts to improve our existing QA program. The pace of this course worked well as it wasn’t rushed and gave us valuable time to share our thoughts, ideas and compare our current processes with other participants.

I’m looking forward to attending another course with Daniel as his energy and enthusiasm with this subject made this a really enjoyable course.

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.

I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!

Excellent course with a well thought and useful material that can be put into practice immediately.

Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus.

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.

Thank you to Daniel, Marcus and Justin for this presentation, though we think we know a fair amount of “what customers want” and “how customers like to be treated” and “how to speak in an email or over the phone”, it’s always a good lesson to hear how others would present and solve a customer complaint.

The presentation was extremely valuable and gets the juices flowing and really makes you think before responding to emails.

I’m new to the world of CX and now have a house for me to keep my acquired learnings! I felt like I had some basic Ikea furniture in my house before, but the course has given me the appetite and courage to go for more artisan pieces.

Who knows? Maybe Wedgewood is in the horizon! Both Daniel and Marcus are such engaging presenters and so knowledgeable. Highly recommended!

I really enjoyed the CX Management course run by Daniel Ord & facilitated by Justin Tippett. It was done over Zoom and separated into 4 x 4-hour sessions which felt just right in terms of length. Daniel’s a great trainer and the course helped prepare me for the CCXP exam. It’s also provided a more holistic understanding of Customer Experience, increasing my confidence in this space so I’d highly recommend.

Game-changing training and insight. Highly recommend this CX Skills training program with Daniel Ord.

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.