CX Skills Customer Testimonials 

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

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.

I learned plenty new valuable ideas on customer service skills and especially technics on call handling. This three days training (3-hours each day) has broadened my mind, and strengthened my skills on how to master and handle customers on all levels. More over, the training was short, sharp and interesting and I enjoyed it overall!

I found the training very engaging and practical. The information was presented and explained in a way that related to real life scenarios and was easy to comprehend. Simon is a very patient and effective teacher. I would absolutely recommend this course to others, not just for customer service efficiency but for gaining knowledge about communication, socialisation etc.

I basically learnt the proper structure of call handling, personalising conversations with customers instead of speaking like a robot and important key behaviors to incorporate within the conversation, from the start, throughout till the end to guarantee customer satisfaction.

Very detailed, simplified and interactive training which was thoroughly enjoyed!

Your Call Handling Training with us at BSP Contact Centre was really helpful and informative and is a lifetime lesson.

The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!

He made us feel comfortable during the training by allowing us to speak first and share our thoughts. I learned a lot about how a customer service representative should handle customers from different cultures.

Having a call guide is especially helpful, as it allows trainers to coach trainees on how to properly handle calls without relying too much on a script and encourages them to be more conversational.

I was nervous making and taking phone calls. This course has given me clear structure that I can follow not just for phone calls, but for everyday conversation. Simon personalised the content for my situation which only enhanced what I got out of the experience.

He is very knowledgeable and made the whole session fun. I feel much more confident now to be able to handle any phone call. Highly recommend this course and Simon as an instructor.

I really enjoyed the mirroring technic. Repeating the caller’s last 3 words.

I learned several helpful techniques for building natural and connected conversations with customers. The facilitator (Simon) also gave us opportunities to practice these techniques with guidance, which made the session very engaging and practical. I really enjoyed the training, and it felt quite short—I would have appreciated a longer session to explore the techniques further.

I found the training very helpful and interactive. The skills we covered will directly support my day‑to‑day coaching with my agents, and I appreciate how practical and easy to apply everything was.

The activities during the session also helped me put the key concepts into practice right away. Thank you, Simon, for an engaging and impactful training!

The contact centre coaching PRO training course was held over 3 half days. Simon has a great knowledge and skill in this area. Simon is very engaging. The main area I believe it will assist me is in having difficult conversations with my team. It is hard to pinpoint what part of the course that I liked the most as it was all fantastic. I would highly recommend this course to any team leaders or managers.