CX Skills Customer Testimonials 

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

Really enjoyed the insights shared by Justin throughout the day we spent going through the training package. The analytics were super interesting to see and highlighted a lot of aspects of the business in which we really need to adjust for the better. I’m hoping this course and any future courses help uplift the way we work for the betterment of our staff and customers.

I recently completed the Introduction to Call Centre Management course and found it extremely valuable. It provided a solid understanding of contact centre metrics, how to interpret and apply them effectively, and introduced practical coaching frameworks that can be applied immediately in the workplace.

What an amazing course, very engaging and super helpful. I would recommend this course to all who are both new and experienced in the call centre environment.

I enjoyed having exposure to wider contact centre practices, which helped me now understand the drivers of corporate decisions. This has shifted my own focus to be more aligned to the directions of a healthy operation centre.

I learnt a lot of different terminologies and equations for things I’ve never been exposed to before. I wish I could’ve had this training with Justin at the beginning of my journey as a Team Leader.

Justin himself was relatable and great at keeping the content engaging as we moved through the different topics. These topics varied in how interesting they were, but all were well explained and presented and very relevant to the management of contact centres.

Overall the training was insightful, useful, and made sense. I would recommend this course for anyone starting out in any leadership or management role in a contact centre, and in particular learning how to link raw data with actual performance and outcomes was really great. Thanks Justin!

This course really opened my eyes to how call centres work and the metrics that are looked at to determine quality.

After this course I feel more equipped to handle and support my staff with the tools and information given to me with this course. I thank Justin for running my colleagues and myself through this so I can now support my staff and coach them to better version of themselves.

Good introduction into the roll. Good break down and explanation of metrics, what they are and how each one effects/impacts different areas and the big picture. Overall very clear and easy to understand.

Daniel delivered an excellent Contact Centre Management Fundamentals course that was both engaging and highly relevant to day-to-day contact centre operations. The training provided practical leadership strategies, effective coaching techniques, and valuable insights into managing performance and team engagement.

I found the content easy to apply in a real-world environment, and Daniel’s experience and facilitation style kept the sessions interactive and informative throughout. I would highly recommend this course to anyone looking to strengthen their contact centre leadership and management skills.

Justin was confident, to the point, and full of very useful information and insight. The way his training session was presented was very easy to understand and validated a lot of thoughts I originally had about contact centre management. Could not recommend it more, and I look forward to any further sessions I have.

I found the training insightful. I’ve been in contact centre environment for nearly 10 years and wished I’d had this training 10 years ago. Daniel was very engaging with everyone.

I like how Daniel broke it down into more focus sections, which then led onto the next section. I took multiple things out of each day of training. Would highly recommend this course for any contact centre leader.

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

This is honestly one of the best training programs I have ever attended. The training was extremely knowledgeable, practical, and directly relevant to what we do on a daily basis in customer service and contact centre operations.

Everything was explained so clearly and in a way that was very easy to understand. Justin is great, I had a pleasure to even meet him before his training for hours which was great for my experience. Hope to do many more sessions like this one but only with Justin!

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.