110 Customer Service courses in Cardiff delivered Live Online

Customer Service Diploma Course Overview This Customer Service Diploma course provides learners with the essential skills and knowledge to excel in a customer-facing role. Covering key aspects such as customer service strategies, effective communication, and problem-solving, this course prepares individuals for a range of situations they may encounter in the customer service industry. With a focus on both interpersonal and digital communication skills, learners will gain the tools to enhance customer satisfaction and contribute to business success. By the end of the course, participants will be equipped to handle customer inquiries, complaints, and communication across various platforms effectively. Course Description The Customer Service Diploma course delves into essential aspects of customer service, including communication strategies, complaint management, and stress resilience. Learners will explore various communication channels such as telephone, email, and graphic communication, developing the ability to adapt their approach depending on the situation. Additionally, the course focuses on establishing goals, managing energy distribution, and tailoring communication styles to improve personal effectiveness. By studying these topics, participants will gain valuable skills that will empower them to thrive in customer service roles and improve both individual and organisational performance. Customer Service Diploma Curriculum Module 01: Understanding Customer Service Module 02: Focusing on the Customer Module 03: Customer Service and the Telephone Module 04: Handling Complaints Module 05: Enduring Stress Module 06: Business Communication Module 07: Verbal and Non-verbal Communication Module 08: Written Communication Module 09: Electronic Communication Module 10: Communicating with Graphics Module 11: Effectively Working for Your Boss Module 12: Identifying Goals Module 13: Effective Energy Distribution Module 14: Working with Your Personal Style Module 15: Building Your Toolbox Module 16: Establishing Your Action Plan (See full curriculum) Who is this course for? Individuals seeking to enhance their customer service skills. Professionals aiming to improve their communication and problem-solving abilities. Beginners with an interest in customer service or client relations. Those looking to pursue a career in client-facing roles across various industries. Career Path Customer Service Representative Call Centre Agent Front Desk Officer Client Relations Executive Customer Support Manager Sales Support Specialist Business Communication Specialist

Customer Service - Representative Course Overview This course provides a comprehensive exploration of the vital role customer service plays in business success. Learners will discover why exceptional service is essential in building loyalty, enhancing satisfaction, and driving revenue growth. Covering key principles such as Total Quality Management, customer retention strategies, and managing challenging interactions, this course equips participants with the knowledge to deliver outstanding service consistently. By the end, learners will understand how to elevate their customer engagement and contribute meaningfully to their organisation’s reputation and profitability. Course Description The course delves into a wide range of customer service topics designed to sharpen communication, problem-solving, and relationship-building skills. Participants will examine the critical factors influencing customer satisfaction, including understanding customer behaviour, avoiding common service pitfalls, and mastering phone etiquette. The curriculum also highlights strategies for handling difficult customers and implementing a “concierge” level of service. Through focused study, learners will develop the ability to increase customer retention and recognise the financial value of loyal clients. This professional course is ideal for those seeking to enhance their service delivery and advance their careers in customer-facing roles. Customer Service - Representative Curriculum: Module 01: WHY Customer Service Is CRITICAL To Your Business! Module 02: Good Isn’t Good Enough! Module 03: We Are ALL in the “Helping Field” Module 04: Providing “Concierge” Level Of Service Module 05: The 5 Tenets Of TQM Module 06: How To Boost Customer Satisfaction Module 07: How To Avoid The 10 Deadly Sins Of Customer Service! Module 08: More Money $$$ – Through Customer Retention Module 09: How Much Is A Customer Worth? $$$ Module 10: Do You Understand Your Customer? Module 11: Dealing With Difficult Customers Module 12: “LEAP” Into Customer Service! Module 13: Exceptional Phone Service Module 14: WHY Customers Buy From YOU! $$$ Module 15: BONUS LECTURE!!! FINAL TIPS!!! (See full curriculum) Who is this course for? Individuals seeking to improve customer interaction skills. Professionals aiming to enhance career prospects in customer service. Beginners with an interest in customer service principles. Employees in client-facing roles wanting to boost service quality. Career Path Customer Service Representative Client Relations Officer Customer Support Specialist Call Centre Agent Retail Customer Advisor Hospitality Frontline Staff

Duration 1 Days 6 CPD hours This course is intended for People in different roles and at various stages in their careers can benefit from this fundamentals course. This includes IT professionals, business stakeholders and others who want to be exposed to the customer engagement capabilities of Dynamics 365, students, recent graduates, and people changing careers who want to leverage Dynamics 365 to move to the next level. Overview Describe the customer engagement apps and what they have in common Describe the standard marketing processes and how Dynamics 365 Marketing addresses them Describe Dynamics 365 Marketing features and capabilities Describe additional marketing apps Describe the standard sales processes and how Dynamics 365 Sales addresses them Describe Dynamics 365 Sales capabilities Describe additional sales apps such as Sales Insights and Sales Navigator Describe the standard customer service processes and how Dynamics 365 Customer Serviceaddresses them Describe Dynamics Customer Service capabilities Describe additional sales apps such as Sales Insights and Sales Navigator Describe the standard field service business processes and how Dynamics 365 Field Service addresses Describe how to generate Work Orders Describe the scheduling capabilities of Dynamics 365 Field Service Describe the inventory management capabilities of Dynamics 365 Field Service Describe the asset management capabilities of Dynamics 365 Field Service Describe project-based customer engagement processes addressed by Dynamics 365 Project Operations Describe the sales capabilities of Dynamics 365 Project Operations Describe the project management capabilities of Dynamics 365 Project Operations Describe the resource utilization capabilities of Dynamics 365 Project Operations This course will provide you with a broad introduction to the customer engagement capabilities of Dynamics 365. You will become familiar with the concept of customer engagement, as well as each of the customer engagement apps, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) capabilities of Dynamics 365 Project Operations. This course will include lecture as well as hands-on labs. Learn the Fundamentals of Dynamics 365 Marketing Get introduced to the Dynamics 365 customer engagement apps Examine Dynamics 365 Marketing Describe Dynamics 365 Marketing capabilities Review Additional Marketing Apps Learn the Fundamentals of Dynamics 365 Sales Explore Dynamics 365 Sales Manage the sales lifecycle with Dynamics 365 Sales Review additional sales apps Learn the Fundamentals of Dynamics 365 Customer Service Examine Dynamics 365 Customer Service Describe Dynamics Customer Service capabilities Review additional customer service apps Learn the Fundamentals of Dynamics 365 Field Service Examine Dynamics Field Service Generate Work Orders in Dynamics 365 Field Service Describe the scheduling capabilities of Dynamics 365 Field Service Examine the inventory management capabilities of Dynamics 365 Field Service Review the asset management capabilities of Dynamics 365 Field Service Learn the Fundamentals of Dynamics 365 Project Operations (CRM) Examine Dynamics 365 Project Operations Describe the sales capabilities of Dynamics 365 Project Operations Plan projects with Dynamics 365 Project Operations Review the resource utilization capabilities of Dynamics 365 Project Operations Additional course details: Nexus Humans MB-910T00 Microsoft Dynamics 365 Fundamentals (CRM) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the MB-910T00 Microsoft Dynamics 365 Fundamentals (CRM) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Airport Customer Service and Operations Course Overview This course provides a comprehensive introduction to airport customer service and operational functions essential for smooth airport management. Learners will explore key areas such as passenger service, airport facilities, security protocols, emergency procedures, and weather-related operations. Designed to enhance understanding of both customer-facing roles and behind-the-scenes airport activities, the course equips participants with the knowledge to contribute effectively in a dynamic aviation environment. Upon completion, learners will be confident in identifying airport components, handling security operations, managing emergency situations, and appreciating sustainability initiatives, preparing them for diverse roles within the airport industry. Course Description Delving deeper into the multifaceted operations of airports, this course covers vital topics from the fundamentals of customer service to the complexities of airport infrastructure and security management. Learners will gain insight into the coordination required for effective security operations and the protocols followed during aircraft and airport emergencies. The course also addresses the impact of weather control and the growing importance of sustainable practices in airport operations. Through a structured and detailed learning experience, participants will develop the skills to support operational efficiency and deliver exceptional service within the fast-paced aviation sector, enhancing both personal competence and career potential. Airport Customer Service and Operations Curriculum Module 01: Airport Customer Service Module 02: Airport Components Module 03: Security Operations Module 04: Airport and Aircraft Emergency Situations Module 05: Weather Control Operations Module 06: Sustainable Airport Operation (See full curriculum) Who Is This Course For? Individuals seeking to build a career in airport customer service and operations. Professionals aiming to enhance their knowledge of airport management and security. Beginners with an interest in aviation and airport industry roles. Those planning to work in airport administration, passenger assistance, or related sectors. Career Path Airport Customer Service Agent Airport Operations Coordinator Security Officer in Aviation Emergency Response Officer Weather Operations Specialist Sustainability Coordinator in Airport Management

LEARN ABOUT BEHAVIORAL VS. TRADITIONAL INTERVIEWING, AND HOW TO INCORPORATE AND DEVELOP INTERVIEWING SKILLS TO ENSURE THAT YOU FIND THE RIGHT CANDIDATE FOR THE JOB. Behavioral Interviewing means asking candidates questions that will help you to discover how the interviewee acted in specific employment-related situations. Because past performance is a good indicator of how someone will act in the future, this style of interviewing is extremely useful, and the method of choice for recruiting teams. In this session, you will learn about behavioral vs. traditional interviewing, and how you can incorporate and develop your interviewing skills to ensure that you have the right candidate for the job. OBJECTIVES Participants will be able to: Build a consistent framework and process to ensure an unbiased candidate experience; Choose job specifications and determine how success will be measured (skills); Identify characteristics and qualities that will support the required skills; Prepare questions to elicit descriptions of behaviors, attitudes, and skills necessary for the job; Review legal and appropriate interviewing etiquette/guidelines, including social media research; Screen candidates, using resumes and phone interviews; and Conduct successful role-play Behavioral Interviews in class. CLASSES WILL INCLUDE: Workbooks for future reference and study. Workshop / role play with actual interview scenarios to assist in internalizing data. Time for individual questions and concerns to aid in personalizing tactics. Online Format—Behavioral Interviewing is a 4-hour interactive online class for up to six people. Register for this class and you will be sent ONLINE login instructions prior to the class date. Rich has an engaging presentation style. The New Mexico chapter of the International Society for Performance Improvement (NMISPI) gave high marks to his interactive and lively Improving Customer Service workshop. There were opportunities to share ideas and analyze different techniques, and 87% of attendees said that they would recommend this workshop to others. Ildiko OraveczNew Mexico International Society for Performance Improvement

This course is for customer service professionals, team leaders and technical experts who need to get that extra edge when they email or call their customers.

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

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

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

Overview Supply Management plays a very important role in order to maintain business harmony, maintaining good relationships, and information, having a smooth flow within the business process and delivering good customer service. The course will highlight some modern techniques of Project Management to implement in the supply management process. As research shows Project Management and Supply Management are very similar thus, we will learn the tools and techniques used to initiate, execute, execute and manage and control the project.