8818 Confidence courses in Downpatrick delivered Online

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Dive into the intricate dynamics of global politics with our International Relations Course. Explore key concepts, theories, and challenges shaping the international landscape. Whether you're a student, professional, or global citizen seeking to understand world affairs, this course provides valuable insights and perspectives. Enroll now to deepen your understanding of international relations and navigate today's interconnected world with confidence.

Gain comprehensive knowledge of UK Employment Law with our specialized course. From recruitment to termination, explore the legal framework governing employment relationships in the UK. Whether you're an HR professional, employer, or employee, this course provides valuable insights into rights, responsibilities, and best practices. Stay compliant and protect your interests in the workplace. Enroll now to become well-versed in UK Employment Law and navigate employment matters with confidence.

Take your Python coding skills to the next level with our Intermediate Python Coding Course. Dive deeper into the language's capabilities, mastering advanced concepts and techniques to tackle complex programming challenges. Whether you're a beginner looking to expand your knowledge or an experienced coder seeking to enhance your proficiency, this course offers comprehensive instruction and hands-on practice to help you advance your Python skills. Enroll now and level up your coding abilities with confidence.

Learn how to drive innovation in your organisation and foster a creative, adaptive and sustainable work environment.

Public speaking course will help you to learn how to control your nerves, how to speak with confidence and become a good speaker.

Interested in learning about personal safety and self defence? Enrol now on our FREE mini course and learn the 1st secret of self defence!

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