CX Skills Customer Testimonials 

I would recommend this course as it provides helpful and useful tips and tricks in order to run the best call centre team whilst showing the full impact of what may seem like a minor annoyance. Tools are provided to help teams work to their full potential. It also helped me personally confirm some of my own training skills I had put into play with my team and how they were on the right track in order to lead my team to success.

I really enjoyed the environment Justin created for us. He placed us in a group that embraced a straightforward, no-nonsense approach while providing a clear overview of where we currently stand as a department. This allowed us to remain open-minded and focus on the structures and processes we want to develop moving forward. I believe our leadership group will continue to learn and grow over time with his guidance. I would highly recommend this program to anyone experiencing leadership challenges within their business.

I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way. Every element is clearly explained, lots of discussion and great stories along the way to bring it all together. If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.

Daniel was a fantastic facilitator, the content was also super insightful. Would recommend the course to anyone working in contact centres.

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

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.

Highly recommended, the course is good!

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.

This course was a good introduction and understanding of call centres and how to manage metrics.

I found it helpful and enjoyed how the course was personally tailored around my scenario and career goals, in particular through engaging in roleplays to mimic scenarios I would face during work with provided feedback for areas I could improve and better ways to word/phrase my sentences in customer service scenarios depending on the customer/situation.

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.

This training provided valuable insights into essential customer service requirements, including understanding customer needs, effective communication techniques, and the importance of pausing and setting clear expectations. I particularly found the four-step engagement approach (Welcome, Intent, Name, Bridge) very useful, as it provides a structured and practical way to interact with customers both over the phone and at the front counter.

I enjoyed the way the training was delivered by Simon Blair. His approach was clear, engaging, and easy to follow, supported by helpful slides that reinforced key points. Simon also explained the reasoning behind each concept, which made the content more meaningful and easier to apply in the workplace.

Overall, I found this training highly valuable and would recommend it to others. It provides practical tools and techniques that can improve customer interactions and build confidence when dealing with a variety of customer situations.

I would definitely recommend this course. Simon delivered the information so that it was very relatable to our setting, and was full of lots of interactive activities that allowed participants to put into practice the information that was delivered.

I learned about the structure and techniques behind effective coaching, found the session highly valuable and insightful, and would strongly recommend it to anyone who leads a team. Great session Simon!