About Simon Blair

Simon is a contact centre and customer experience expert with over 20 years experience in transforming culture, operations and performance across many of Australia’s leading service companies. His expertise is in developing customer experience measurement models and driving business transformation centred around strong coaching culture. He has a great passion and ability to influence a consumer psychology and to coach the skills that deliver great customer experience and workplace culture, and has proven the link between positive customer experience and required business outcomes.

Managing customer objections

In his latest vlog, Simon Blair reveals a 2-step method for managing customer objections and concerns. If you're looking for assistance in measuring, coaching and training your staff or your own customer objection handling process, we can help you! Click here for details.

By |2016-12-08T08:14:04+11:00February 6th, 2016|Blog, CX Conversations, Insight, vlog|0 Comments

Be confident in having no idea.

I spend a lot of my working life coaching staff one on one in the new skills and techniques they’ve learned in our classroom training. I generally begin my coaching sessions with a conversation about what staff don’t like about what they’ve been asked to do (which then gives me a good sense [...]

By |2016-12-15T12:52:12+11:00October 27th, 2014|Blog, Coaching|0 Comments

The 5th Degree of Customer Experience

Your energy and style of communication used needs to adapt to every individual and every channel of communication. Over the phone, 70% of your communication is imparted more by how you deliver your message (i.e. your tone) than the actual words themselves. When face-to-face, 70% or more of your message is communicated via [...]

By |2016-12-08T08:14:05+11:00August 21st, 2014|Blog, Insight|0 Comments

The 4th Degree of Customer Experience

As you move towards the end of any interaction, how do you know that you’ve satisfied the customer and given them what they need? It doesn’t matter if you believe you’ve resolved their enquiry or fixed their issue if the customer doesn’t also share this view! So the only way to know for [...]

By |2016-12-08T08:14:05+11:00August 14th, 2014|Blog, Insight|0 Comments

The 3rd Degree of Customer Experience

How many times as customers do we have to suffer through a customer service or salesperson who talks and talks and talks... about all the boring details of their products, as if we care about them as much as they do (think of those telemarketing calls received at dinner time or the [...]

By |2016-12-08T08:14:05+11:00August 7th, 2014|Blog, Insight|0 Comments

The 2nd Degree of Customer Experience

Who cares if a staff member is friendly and nice if they are unable to fix our issue or address our needs? The 2nd Degree of Customer Experience relates to the ability of staff to DISCOVER what we are striving to achieve, and is THE most important skill for them to master. Assumption [...]

By |2016-12-08T08:14:05+11:00July 31st, 2014|Blog, Insight|0 Comments