This training was a great experience. It helped me understand how to support end users effectively and respond professionally. The trainer was clear, engaging, and focused on real-world scenarios. I now feel more confident in handling tech support tasks and communicating with customers. Highly recommend for anyone starting or improving in IT support.

Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.

Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.

Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!

I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.

I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.

After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.

I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.

The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.

It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.

Did the introduction to contact centre manager course with Justin, and it was a fantastic experience!

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience.

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together.

Strongly recommend!

Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.

This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.

It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.

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.

Daniel is an excellent trainer, the training was engaging, informative and provided practical skills to put into place. The course was run at a great pace and for the first time, I did not feel brain drained at the end of the training (like has been my experience with other organisations). It wasn’t information overload, it was thought provoking, practical and down to earth.

This was the most valuable training I have ever done. I have 31 years in customer service and was not sure how much value I would get out of the course. From the first session the information was powerful, thought provoking and It created a huge paradigm shift in how I view ‘abusive customers’.

While a lot of the skills I already have gained over the years, I have still walked away with some new, some refined skills.

Would highly recommend this to anyone dealing with customers or considering a career in customer service.

Thank you so much.

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.

In all my years of customer service, and we are now in the 4th decade of customer service, I have never done a course that answered so many questions I didn’t know I even needed an answer to.

Without a shadow of doubt, hands down, dead set – this was the BEST course I have ever taken about how to do my job. EVER.

Meeting Daniel and drinking up his enthusiasm for his work has re-sparked my desire for my job. I now have the tools and the understanding that I never had before, or if I had been given the tools, they were not explained very well, because now I get it. I get it, I never did before.

The TED talk, which I watched a couple of times over already, was perfection and I think everyone should watch it. Brilliant. I could go on.

The four of us from Dulux think this was amazing and to quote one of us, “Daniel is in the right profession.” Thank you.

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!

Daniel was a fantastic, energetic and engaging presenter. This course starts at the beginning and provides a great foundation for what you need to manage a successful contact centre.

The course is excellent at identifying key metrics to measure performance and more importantly what metrics should never be targeted. As a newcomer to the CCM game, I learnt a lot and can’t wait to put it into practice. Highly recommend.

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.

So much information but all extremely valuable. Daniel and Marcus were nothing but fantastic throughout this course. Will definitely recommend to my colleagues and friends

I just completed the contact centre management fundamentals 4 x 4-hour workshop and it was fantastic! The facilitator (Daniel Ord) was really engaging and explained everything from WFM to forecasting in an easy to understand manner. Highly recommend to anyone working in a contact centre environment!

This course was very true to its name and provides a comprehensive overview and understanding of the competencies of successful CX Management. Daniel was extremely engaging, exceptionally well versed in the theory and allowed for some very rich contributions and shared learnings from across the group.

Highly recommend for anyone looking to expand their knowledge in this space and those looking to pursue their CCXP accreditation.

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and I found the session had a great mix to suit all learning styles.

I have taken so much from this course, the networking opportunities as well as the CX Central website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.

Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and to learn from each other as well as supporting each other in progressing theory into current real-life examples.

Cannot speak enough about the after course work and the offering Justin provides for the CX community.

I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter!