The video outlining the 5 chairs presented a succinct and excellent outline of how to respond when faced with a dilemma or difficult situation. There are aspects of the course that stood out for me, such as the enquiry confirmation. This is an aspect that I believe the team could really benefit from as in my experience it is not used enough.
The use of negative/positive words role play certainly enhanced to me and the team how easy it is to use a word or phrase that could make a difficult situation worse or better. Overall the pace and engagement with the participants was about right for me. The trainer provided some good examples and was able to convey and deliver the course content in an engaging way.
I would recommend the course to any person who deals with customers service.

Excellent course with a well thought and usefull 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’ve participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my team’s customer service and customer experience development. Look forward to next one.

I am so lucky to be able to join this training! Thank you very much for sharing the knowledge and improving my knowledge about live chat.