852 Customer Relationship Management courses

Cleaning: Level 5 British Cleaning Certificate Training Online Taking care of the environment ! - Enrol in our Level 5 British Cleaning Certificate Course if you are passionate about maintaining a healthy and clean environment. The Level 5 British Cleaning Certificate Course covers all you need to know to advance in the cleaning industry in the United Kingdom. By enrolling in the Level 5 British Cleaning Certificate Course, you have the opportunity to significantly boost your earning potential. A major focus of the Level 5 British Cleaning Certificate Course is enhancing your competency as a person in your industry of choice and learning vital career insights in the relevant employment area. This Level 5 British Cleaning Certificate Course is jam-packed with the advice and methods you require for increasing the number of clients you take on, expanding your clientele, marketing your business online, and developing the most effective business plan. You will learn how to complete these jobs with our Level 5 British Cleaning Certificate Course. The Level 5 British Cleaning Certificate Course is intended for those who want to start a cleaning business or become professional cleaners. The Level 5 British Cleaning Certificate Course offers practical training in a variety of topics, including cleaning techniques, chemical safety, housekeeping, kitchen maintenance, and more. The Level 5 British Cleaning Certificate Course offers crucial information on marketing your cleaning services, instructing staff, and interacting with clients. Join our Level 5 British Cleaning Certificate Course to strengthen your resume and find employment swiftly! Special Offers of this Cleaning: Level 5 British Cleaning Certificate Course This Cleaning: Level 5 British Cleaning Certificate Course includes a FREE PDF Certificate. Lifetime access to this Cleaning: Level 5 British Cleaning Certificate Course Instant access to this Cleaning: Level 5 British Cleaning Certificate Course Get FREE Tutor Support to this Cleaning: Level 5 British Cleaning Certificate Course Cleaning: Level 5 British Cleaning Certificate Training Online The Cleaning: Level 5 British Cleaning Certificate is the ultimate course for anyone looking to build a career in the cleaning industry or start their own cleaning business. This Cleaning: Level 5 British Cleaning course offers hands-on training in essential cleaning procedures, chemical safety, and housekeeping skills. You’ll also gain knowledge in kitchen maintenance, making this Cleaning: Level 5 British Cleaning qualification highly versatile. Additionally, the Cleaning: Level 5 British Cleaning course teaches you how to effectively promote your services, train employees, and maintain excellent customer relations, setting you up for success in the competitive cleaning industry. Who is this course for? Cleaning: Level 5 British Cleaning Certificate Anyone seeking to begin a career in the cleaning industry should enrol in our Cleaning: Level 5 British Cleaning Certificate Course. It includes the following: Cleaning Supervisor Hotel Cleaner Office Cleaner School Cleaner Requirements Cleaning: Level 5 British Cleaning Certificate To enrol in this Level 5 British Cleaning Certificate Course, students must fulfil the following requirements. To join in our Cleaning: Level 5 British Cleaning Certificate Course, you must have a strong command of the English language. To successfully complete our Cleaning: Level 5 British Cleaning Certificate Course, you must be vivacious and self driven. To complete our Cleaning: Level 5 British Cleaning Certificate Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this Cleaning: Level 5 British Cleaning Certificate Course. Career path Cleaning: Level 5 British Cleaning Certificate With a salary range of £9.00 to £12.00 per hour, this Cleaning: Level 5 British Cleaning Course will open up a wide number of job options for you. such as a housekeeper, custodian, or cleaner.

Money makes the world go round—but only if it actually comes in. If you’re tired of chasing unpaid invoices, the Credit Control Techniques Course offers a sharp, strategic look at how to improve collection rates and keep your books balanced without sounding like a broken record. Designed with clarity in mind, this course covers the key techniques that work behind the scenes of successful credit management. From understanding customer behaviours to setting clear payment terms, every module has been crafted to help businesses stay cash-flow positive without the usual drama. Whether you’re managing accounts for a growing company or just want to stop sending “gentle reminders” every Friday, this course offers tools to make your credit control process smoother, smarter, and—dare we say it—less annoying. It’s ideal for credit controllers, small business owners, and finance professionals who want to get paid without the awkward follow-ups. Learn how to stay one step ahead, reduce late payments, and maintain strong customer relationships with confidence (and fewer headaches). Key Features CPD Accredited FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum Module 01: Introduction To Credit Control Module 02: Credit Management Module 03: Risk Assessment and Credit Scoring Module 04: Debt Management Module 05: Customer Communication Module 06: Credit Control Compliance Module 07: Financial Analysis And Reporting Module 08: Credit Control Tools And Technologies Learning Outcomes: Understand the fundamentals of credit control. Master the principles of effective credit management. Conduct risk assessment and credit scoring. Implement debt management strategies. Enhance customer communication skills. Utilize credit control tools and technologies. Accreditation This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Financial professionals (credit controllers, accountants). Business owners and entrepreneurs. Sales and marketing professionals. Small business operators. Managers responsible for credit decisions. Administrative and finance staff. Individuals seeking personal financial management skills. Anyone interested in credit control. Career path Credit Controller Credit Analyst Financial Analyst Accountant Business Owner Finance Manager Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

24 Hours Left! Don't Let the Winter Deals Slip Away - Enrol Now! Strong leaders are the foundation of any successful business. A Leader can make or break a team, so enhancing or solidifying your leadership skills is crucial to being the best leader you can be. Around 49% of all employees in the UK at some point quit their jobs because of their lack of Leadership and management. With step-by-step instructions from our Leadership & Management Level 7 Advance Diploma, you will avoid all the mistakes that most managers/ leaders make and become an ideal leader who inspires, motivates & achieves goals by properly managing employees. This Advanced Diploma in Leadership & Management at QLS Level 7 course is endorsed by The Quality Licence Scheme & Accredited by CPD (with 250 CPD points) to make your skill development & career progression more accessible than ever! The Leadership & Management Level 7 Advanced Diploma Offers the Following Courses with Free Certificate: Course 01: Strategic Business Management Course 02: Financial Management Course 03: Diploma in Performance Analysis Course 04: Unconscious Bias Training Course 05: Decision-Making in High-Stress Situations In this Leadership Management & Team Leader Level 7 Advanced Diploma Training Programme, you learn about different Leadership Management styles & which one will suit you best. You find out how to create a high-performance team that can always get things done, along with detailed lessons on managing office politics, negotiating, communicating, succession planning & much more. Learning Outcomes of This Leadership Management & Team Leader Level 7 Advanced Diploma Course: The learning objectives for this Leadership Management & Team Leader Level 7 Advanced Diploma Training course are broken down in detail below. After finishing the course, you will: Understand the fundamental concepts and significance of leadership management. Explore key leadership theories and their applicability in organizational settings. Enhance leadership performance through evaluation and actionable strategies. Build, nurture, and sustain high-performing team dynamics. Master strategies to motivate employees and boost morale. Develop organizational skills crucial for effective leadership management. Learn to identify, acquire, and integrate top talent effectively. Design and implement strategic succession planning initiatives. Optimize business processes for efficiency and productivity. Enhance communication skills tailored for leadership roles. Acquire effective negotiation techniques for leadership scenarios. Utilize Microsoft Office tools for effective leadership management tasks. Optimize time management for leadership effectiveness and efficiency. Navigate office politics while maintaining professional integrity and much more Why Prefer Our Leadership Management & Team Leader Level 7 Advanced Diploma Course? Level 7 Quality Licence Scheme Endorsed 30 DAYS UNCONDITIONAL MONEY BACK GUARANTEE CPD Certified Course Free e-Certificates and Student ID Card Innovative and engaging content Free Assessments 24/7 Exper Tutor Support Student Testimonials - What Our Students Say! ''An excellent and insightful course on Leadership and Management. The course is well-structured and engaging. Two thumbs up :)'' Reviewed by LOUIS BOBB ''Lots of good in-depth knowledge, easily accessible, well structured and clearly set out. A joy to work with.'' Reviewed by Kevin Reid ''Great contents. I will highly recommend it.'' Reviewed by Stephen Oparah So enrol now in this Leadership Management & Team Leader course today to Advance your career! Leadership Management & Team Leader Level 7 Advanced Diploma Course Curriculum of Leadership Management & Team Leader Level 7 Advanced Diploma Leadership Management Module 01: Introduction to Leadership Management Leadership Management Module 02: Leadership Management Theories Leadership Management Module 03: Improving Leadership Performance Leadership Management Module 04: High-Performance Teams Leadership Management Module 05: Motivating Employees Leadership Management Module 06: Organisational Skills Leadership Management Module 07: Talent Acquisation Leadership Management Module 08: Succession Planning Leadership Management Module 09: Business Process Optimisation Leadership Management Module 10: Communication Skills Leadership Management Module 11: Negotiation Techniques Leadership Management Module 12: Managing Meetings and Giving Feedback Leadership Management Module 13: Managing Change Leadership Management Module 14: Time Management Leadership Management Module 15: Dealing with Stress Situations Leadership Management Module 16: Emotional Intelligence Leadership Management Module 17: Managing Conflict Leadership Management Module 18: Dealing with Office Politics Leadership Management Module 19: Risk Assessment Leadership Management Module 20: Corporate Responsibility and Ethics Leadership Management Module 21: Microsoft Word, Excel, PowerPoint CPD 320 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Leadership Management & Team Leader Level 7 Advanced Diploma For leaders and high potential managers to upgrade their capacity to deal with competence and lead for individual and organisational achievement. Entrepreneurs. Business owners. Anyone who wants to be a great leader. Requirements Our Leadership Management & Team Leader Level 7 Advanced Diploma course is open to all. Career path Our Leadership Management & Team Leader Level 7 Advanced Diploma course will open the door to opportunities. General Manager Director Human Resources Managers Operation Manager Supervisor Administrative Services Manager

Sales Skills Course Overview This Sales Skills course provides a comprehensive foundation in essential sales techniques and strategies designed to boost performance and confidence in any sales environment. Learners will explore a wide range of topics from understanding customer behaviour to mastering effective communication and negotiation skills. The course is structured to help individuals develop the ability to present products persuasively, overcome objections, and close deals successfully. With a focus on both traditional and modern sales approaches, participants will gain the knowledge required to drive sales growth and build lasting customer relationships. By completing this course, learners will be equipped with valuable skills that enhance their professional effectiveness and open up new opportunities within sales and marketing roles. Course Description This course covers core areas essential to becoming a successful sales professional. Starting with the fundamentals of sales, it advances into specialised techniques such as sales hypnosis and persuasive presentations. Learners will study how to integrate sales with marketing efforts effectively and understand the dynamics of leverage and limitations in sales contexts. Emphasis is placed on developing strong communication skills, managing negotiations confidently, and handling customer interactions with professionalism. The course also addresses common challenges such as dealing with objections and provides tips and strategies to refine sales tactics. Delivered in a clear, professional format, the curriculum ensures that learners gain both theoretical knowledge and applied understanding suitable for a variety of sales roles across multiple industries. Sales Skills Curriculum Module 01: Introduction to Sales Module 02: Sales Growth Module 03: Sales Hypnosis Module 04: Sales Presentation Module 05: Sales and Marketing Module 06: Leverage and Limitations Module 07: Communication Skills Module 08: Sales Negotiations Module 09: Dealing with Customers Module 10: Handling Objections Module 11: Tips and Tricks for Sale (See full curriculum) Who is this course for? Individuals seeking to improve their sales performance and confidence. Professionals aiming to enhance their career in sales and marketing. Beginners with an interest in developing effective sales techniques. Customer service staff wanting to build better client relationships. Career Path Sales Executive Business Development Officer Account Manager Retail Sales Consultant Marketing Assistant Customer Relationship Manager

In this competitive job market, you need to have some specific skills and knowledge to start your career and establish your position. This Customer Service Manager will help you understand the current demands, trends and skills in the sector. The course will provide you with the essential skills you need to boost your career growth in no time. The Customer Service Manager will give you clear insight and understanding about your roles and responsibilities, job perspective and future opportunities in this field. You will be familiarised with various actionable techniques, career mindset, regulations and how to work efficiently. This course is designed to provide an introduction to Customer Service Manager and offers an excellent way to gain the vital skills and confidence to work toward a successful career. It also provides access to proven educational knowledge about the subject and will support those wanting to attain personal goals in this area. Learning Objectives Learn the fundamental skills you require to be an expert Explore different techniques used by professionals Find out the relevant job skills & knowledge to excel in this profession Get a clear understanding of the job market and current demand Update your skills and fill any knowledge gap to compete in the relevant industry CPD accreditation for proof of acquired skills and knowledge Who is this Course for? Whether you are a beginner or an existing practitioner, our CPD accredited Customer Service Manager is perfect for you to gain extensive knowledge about different aspects of the relevant industry to hone your skill further. It is also great for working professionals who have acquired practical experience but require theoretical knowledge with a credential to support their skill, as we offer CPD accredited certification to boost up your resume and promotion prospects. Entry Requirement Anyone interested in learning more about this subject should take this Customer Service Manager. This course will help you grasp the basic concepts as well as develop a thorough understanding of the subject. The course is open to students from any academic background, as there is no prerequisites to enrol on this course. The course materials are accessible from an internet enabled device at anytime of the day. CPD Certificate from Course Gate At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22. Career path The Customer Service Manager will help you to enhance your knowledge and skill in this sector. After accomplishing this course, you will enrich and improve yourself and brighten up your career in the relevant job market. Course Curriculum Module 01: Who We Are and What We Do Who We Are and What We Do 00:17:00 Module 02: Establishing Your Attitude Establishing Your Attitude 00:12:00 Module 03: Identifying and Addressing Customer Needs Identifying and Addressing Customer Needs 00:12:00 Module 04: Generating Return Business Generating Return Business 00:14:00 Module 05: In-Person Customer Service In-Person Customer Service 00:10:00 Module 06: Giving Customer Service over the Phone Giving Customer Service over the Phone 00:12:00 Module 07: Providing Electronic Customer Service Providing Electronic Customer Service 00:12:00 Module 08: Recovering Difficult Customers Recovering Difficult Customers 00:15:00 Module 09: Understanding When to Escalate Understanding When to Escalate 00:14:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00

Sales Negotiation Training Course Course Overview This Sales Negotiation Training Course is designed to provide learners with the essential skills and techniques required to excel in sales negotiations. With a focus on strategy, communication, and effective deal-making, this course equips learners to confidently navigate complex sales discussions. The course highlights key negotiation strategies, personal development techniques, and how to achieve successful outcomes. By the end of the course, learners will have developed the ability to engage with clients, manage objections, and close deals with confidence, making them highly effective in their sales roles. Course Description The Sales Negotiation Training Course covers a comprehensive range of topics crucial to successful sales negotiations. It begins with the importance of self-development for sales consultants, helping learners understand their strengths and areas for improvement. The course progresses into core negotiation strategies, including how to build rapport, handle objections, and reach mutually beneficial agreements. Learners will also gain insights into different negotiation styles, helping them adapt to various scenarios. By the end of the course, learners will be equipped with the knowledge and confidence to approach sales negotiations with professionalism and poise, making them valuable assets to any sales team. Sales Negotiation Training Course Curriculum Module 01: Prepare The Train Driver - Self Development For The Sales Consultant Module 02: Negotiation Station - How To Negotiate Successfully (See full curriculum) Who is this course for? Individuals seeking to enhance their sales negotiation skills. Professionals aiming to advance their careers in sales. Beginners with an interest in the sales industry. Any other individuals wishing to strengthen their negotiating capabilities. Career Path Sales Consultant Account Manager Business Development Manager Sales Director Customer Relationship Manager Negotiation Specialist

The Art of Persuasive Communication Course Overview This course explores the essential techniques and principles of persuasive communication, equipping learners with the skills to influence and engage effectively across diverse settings. Covering key areas such as rhetorical strategies, emotional intelligence, and audience analysis, the course offers practical knowledge that enhances personal and professional interactions. Learners will develop confidence in crafting compelling messages, improving negotiation abilities, and fostering meaningful connections. Designed for a wide range of individuals, this course provides valuable tools to advance communication proficiency, enabling participants to stand out in business, leadership, sales, or everyday conversations. Course Description Delving deeper into the art and science of persuasion, this course covers foundational topics including persuasive language, storytelling, non-verbal cues, and ethical communication practices. Through a structured learning experience, participants will examine various communication models and apply these to real-life scenarios, enhancing clarity and impact. Emphasis is placed on understanding audience needs, overcoming objections, and building trust. By completing this course, learners gain advanced skills to influence decision-making, resolve conflicts, and inspire action with confidence and integrity. The content is carefully designed to develop critical thinking, empathy, and effective dialogue within both professional environments and personal relationships. The Art of Persuasive Communication Curriculum Module 01: Introduction to Persuasive Communication Module 02: Principles and Techniques of Persuasion Module 03: Crafting Powerful Messages Module 04: Understanding and Engaging Your Audience Module 05: Emotional Intelligence in Communication Module 06: Non-Verbal Communication and Its Impact Module 07: Overcoming Resistance and Handling Objections Module 08: Ethical Considerations in Persuasive Communication Module 09: Persuasion in Leadership and Negotiation Module 10: Enhancing Communication for Career Success (See full curriculum) Who Is This Course For? Individuals seeking to improve their influence and communication skills. Professionals aiming to enhance leadership and negotiation abilities. Beginners with an interest in mastering effective communication techniques. Anyone looking to boost confidence in personal and business conversations. Career Path Communications Specialist Sales and Marketing Executive Public Relations Officer Customer Relationship Manager Leadership and Management Roles Negotiation Consultant Corporate Trainer in Communication

Overview The restaurant industry in the UK is a dynamic and ever-evolving landscape, offering a plethora of opportunities for those with a passion for food, service, and entrepreneurship. With an impressive 87,000 restaurants generating over £37 billion in annual revenue, this vibrant sector continues to thrive, catering to diverse culinary preferences and dining experiences. The "Restaurant Management " course equips you with the essential knowledge and skills to navigate the complexities of this exciting industry, empowering you to excel as a restaurant manager, owner, or hospitality professional. Restaurant Management Through this comprehensive program, you'll gain a deep understanding of the industry, from legal requirements to menu planning and layout optimization. Master inventory management and storage techniques to streamline operations. Explore effective strategies for financing, recruiting, training, and fostering a culture of teamwork. Delve into customer relations, marketing policies, and leveraging technology to enhance the dining experience. By the end, you'll possess the tools and expertise to run a safe, clean, and profitable restaurant, poised to thrive in this competitive field. Unlock your potential with the "Restaurant Management" today. In this Restaurant Management course, you will: Develop comprehensive knowledge of the restaurant industry and its operations. Learn techniques for effective menu planning and drinks management. Understand legal requirements and layout management for restaurant operations. Gain skills in purchasing, receiving, inventory, and storage management. Acquire strategies for financing, recruitment, training, and team management. Explore customer relations, marketing policies, and technology in restaurants. Additional Perks of Buying a Course From Institute of Mental Health Study online - whenever and wherever you want. One-to-one support from a dedicated tutor throughout your course. Certificate immediately upon course completion 100% Money back guarantee Exclusive discounts on your next course purchase from Institute of Mental Health Enrolling in the Restaurant Management - Takeaway Business course can assist you in getting into your desired career quicker than you ever imagined. So without further ado, start now. Process of Evaluation After studying the Restaurant Management - Takeaway Business course, your skills and knowledge will be tested with a MCQ exam or assignment. You must get a score of 60% to pass the test and get your certificate.  Certificate of Achievement Upon successfully completing the Restaurant Management - Takeaway Business course, you will get your CPD accredited digital certificate immediately. And you can also claim the hardcopy certificate completely free of charge. All you have to do is pay a shipping charge of just £3.99. Who Is This Course for? This Restaurant Management - Takeaway Business is suitable for anyone aspiring to start a career in Restaurant Management - Takeaway Business; even if you are new to this and have no prior knowledge on Restaurant Management - Takeaway Business, this course is going to be very easy for you to understand.  And if you are already working in the Restaurant Management - Takeaway Business field, this course will be a great source of knowledge for you to improve your existing skills and take them to the next level.  Taking this Restaurant Management - Takeaway Business course is a win-win for you in all aspects.  This course has been developed with maximum flexibility and accessibility, making it ideal for people who don't have the time to devote to traditional education. Requirements This Restaurant Management - Takeaway Business course has no prerequisite.  You don't need any educational qualification or experience to enrol in the Restaurant Management - Takeaway Business course. Do note: you must be at least 16 years old to enrol. Any internet-connected device, such as a computer, tablet, or smartphone, can access this online Restaurant Management - Takeaway Business course. Moreover, this course allows you to learn at your own pace while developing transferable and marketable skills. Course Curriculum Module 01: Starting a Takeaway Business Starting a Takeaway Business 00:21:00 Module 02: Going Online Going Online 00:25:00 Module 03: Creating an Online Ordering System Creating an Online Ordering System 00:32:00 Module 04: Restructuring Management Restructuring Management 00:24:00 Module 05: Legal Requirements Legal Requirements 00:27:00 Module 06: Complying with the COVID-19 Guidance Complying with the COVID-19 Guidance 00:21:00 Assignment Assignment - Restaurant Management - Takeaway Business 00:00:00

Enhance your CV with one of the most in-demand skills in the UK. Covering all the key techniques in and understanding of providing good customer service, expert communication skills, time management and document preparation, this Office Skills and Receptionist Course has been designed to give you the skills to succeed in a variety of business areas and industries. Through video lessons, PDF handouts, mock exams and online assessments, you will learn how to improve your verbal and nonverbal communication skills, write and prepare expert documents and effectively manage your time. You also gain role-specific competencies in keeping a good telephone manner, gatekeeping and providing excellent customer service. Many of the skills you learn through this course are transferable across a range of fields, giving you even more chances to build yourself a new career. Why Choose This Course Earn a digital Certificate upon successful completion. Accessible, informative modules taught by expert instructors Study in your own time, at your own pace, through your computer tablet or mobile device Benefit from instant feedback through mock exams and multiple-choice assessments Get 24/7 help or advice from our email and live chat teams Full Tutor Support on Weekdays Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Assignment Certificate of Achievement Endorsed Certificate of Achievement from the Quality Licence Scheme Once the course has been completed and the assessment has been passed, all students are entitled to receive an endorsed certificate. This will provide proof that you have completed your training objectives, and each endorsed certificate can be ordered and delivered to your address for only £99. Please note that overseas students may be charged an additional £10 for postage. CPD Certificate of Achievement from Janets Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £9.99 and PDF Certificate at £4.99. Endorsement This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website. Method of Assessment In order to ensure the Quality Licensing scheme endorsed and CPD acknowledged certificate, learners need to score at least 60% pass marks on the assessment process. After submitting assignments, our expert tutors will evaluate the assignments and give feedback based on the performance. After passing the assessment, one can apply for a certificate. Who is this course for? This Office Skills and Receptionist course is ideal for people who want to start working as a Receptionist, Office Administrator, Office Manager, Administration Assistant, or Secretary, as well as people who want to enhance their office skills in general.

Dealing with Angry or Rude Customers   Course Description   Copyright Ross Maynard 2021   Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful.   Key Learning Points  On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers.     Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation  L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points     Pre-Course Requirements There are no pre-course requirements     Additional Resources Copy of customer behaviour policy     Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel