"The training has lots of interesting examples. It is easy to absorb the information. The information and notes are great and easy to absorb. I have learned techniques of dealing with difficult customers. It will help me provide better customer service to clients."
"Naomi is a fantastic facilitator, relatable and is confident in her knowledge of this program. Naomi is able to adapt and relate the course content to fit our needs more personally and explain/breakdown content clearly. Being a leader in customer service, this program helped me gain confidence to manage conflict in internal and external situations. "
"Suzanne was wonderful, engaging, amusing and her points were really well received. Great job. The part about difficult conversations with clients and phone etiquette was particularly useful I felt!"
"The workshop was excellent, massive value out of it for everyone involved. Monique and team did an incredible job. Absolutely rapt with her work and will be recommending ICML as our preferred training organisation moving forward, so thank you!"
"Graham was masterful in leading our team through this vital learning experience of Customer Service Excellence – Thank you!! Graham demonstrated a high degree of skill and subject knowledge in facilitating the course today. "
"Erin delivered a fantastic team training day that allowed our group of young supervisors to acknowledge and recognise the culture of our workplace and how to improve their leadership skills to provide a better service and environment. Erin was friendly, approachable, professional and knowledgeable across content."
"Matthew had my attention through the duration of the course. After this course I look for a chance to apply all the things I did not know before, mainly emotions and dealing with difficult customers. Excellent course and facilitator. "
"Monique was very professional. I liked how she commented/recognised the experience in the room, she did not belittle anyone's skills or lack of skills with customer service. It certainly helped to re-position my views and reignite my passion for assisting my customers (academics and students). "
"David has amazing people skills. His level of knowledge and understanding is amazing. He owns this program. I think this technique will help me improve professionally and personally. The session has been extremely introspective to understand our ability to communicate better. David’s was extremely engaging and captivating. "
"A great educational experience. It is going to help with future interactions with difficult customers. Great knowledge and presentation. Good to have been given book titles for further research."
"Michael was fantastic and really engaged everyone in active communication. Michael was very clear, gave really good examples and was very good at engaging everyone in active conversation. It was a big benefit to the company. "
"Monique was very personable and related to all in the group. Great program. My team found it very beneficial and felt they could apply it to the workplace. The program was very relevant, interesting and achievable."
"Mechelle was very resourceful, very knowledgeable and very inspiring to improving customer experience. Great tools and suggestions to take back to work area. I love how Mechelle puts important aspects of value to customer service experience."
"Mark was very knowledgeable and shared a number of stories and examples of customer service that was relevant to our business. Enjoyed the day over all it was good to learn some techniques for managing complaints. The day also highlighted a number of communication styles and the do's and don't s of dealing with each behavior. It’s a lot to remember however, but I am keen take a few techniques and try them out."
"Justine is a fantastic and engaging facilitator! She makes what could have been a “disinteresting” topic very relevant and helpful."
"Michael went above and beyond to deliver a series of customer service workshops catered to our individual needs. Excellent!"
"The program was very interesting and had lots of fun. David was a great facilitator. He helped me how to get into the other person’s brain. "
"Great content and facilitator! Graham was very knowledgeable and engaging; really good at listening and reflecting. The program reinforced techniques I had been exposed to before and gave me an opportunity to practise them."
"Graham is an excellent trainer who clearly enjoys what he does. Thanks for the day."
"This training company consistently produces great sessions and I really enjoy them!"
"This workshop and material was excellent and very well adapted to our needs to improve our techniques. I would recommend this course for its effectiveness. It has opened my mind to a series of selling techniques – which are priceless."
"Highly recommended. This course is very useful to discover a lot of hidden qualities that we have. The facilitator is very knowledgeable and engaging."
"Graham is one of the best presenters I have come across. I enjoyed being part of of these 3 sessions with him. Well done. All I learnt is directly beneficial to my day to day work."
"Graham is absolutely excellent. Best facilitator I’ve seen. Well done. Gave me a basis for engaging that is based in behavioural science that helps confirm the approach I use."
"Graham was fantastic; best facilitator in 10 years of training."
"The Customer Service program was one of the best I’ve attended, facilitated brilliantly by Graham! Graham is an outstanding facilitator who engages sincerely with all attendees."
"Graham provided me with a toolbox of techniques to resolve and handle complex situations with customers. Interactive, not just a lecture, real life examples. Graham has a great personality and very engaging, keep up the good work Graham."
"Well presented, great balance of theory and practical exercise and a fantastic presenter/facilitator who is an absolute beauty. Great energy levels, Graham you are a star. Whatever they are paying you Graham, they should double it!!"
"Program was great on all levels. Retained a great amount of info. Graham is one of the best trainers I have encountered. I have had many courses over the years and I will say that Graham has been the best trainer I have seen and been involved in."
"A wonderful course delivered with a unique presentation style that kept me engaged throughout the day – all with only two powerpoint slides! I like the ability to take notes in course book and retain for future reference. How wonderful not to have course delivered by powerpoint – I think this greatly improves focus and knowledge retention."