36 Customer Service courses in Edinburgh

REFERENCE CODE 601/3040/4 COURSE LEVEL NVQ Level 3 THIS COURSE IS AVAILABLE IN Course Overview Who is this qualification for? This qualification is aimed at those who are involved in carrying out insulation or associated treatments to buildings; the qualification is at Level 3 and should be by those who are experienced and capable of dealing with a wide range of problems and situations and working with installations that have complex requirements. Candidates may take a technical or supervisory role, particularly in relation to less-experienced colleagues. They will also work closely with customers/clients and have well-developed customer service skills. The qualification is designed to ensure that there is a high degree of flexibility to complete by having pathways for a wide range of occupational roles and specialisms. All work must be carried out in accordance with Building Regulations and Industry recognised safe working practices, including the disposal of waste. What is required from candidates? GQA qualifications are made up of a number of units that have a credit value or credits. This qualification consists of 5 mandatory units and 6 pathways to cover occupational roles in External Wall Insulation, Cavity Wall Insulation, Loft insulation, Draught Proofing, Internal insulation and insulation to Framed Sections of Buildings. Candidates must complete all 5 mandatory units which have a total credit value of 23 credits and the required credits from the selected pathway. Dependent on the pathway selected the qualification has a total credit value ranging from 59 credits to 91 credits The units are made up of the things those working in these job roles need to know to be able to do to carry out the work safely and correctly. These are called Learning Outcomes, and all must be met to achieve the unit. Mandatory units Level Credit Maintain, promote and monitor Health and Safety in the Insulation and Building Treatments working environment Environmental Issues in the Insulation and Building Treatments working environment Identify and confirm requirements, resources and methods of work to carry out workplace activity Communication and teamwork in Insulation and Building Treatment activities Understanding Building Regulations and Legislation that apply to the Insulation and Building Treatments working environment Pathway 1 External Wall Insulation D/503/3042 Applying Surface Finishes to External Wall Insulation in the Workplace 2 19 Installing External Wall Insulation in the Workplace 2 19 Setting Out and Installing External Wall Insulation and Applying Surface Finishes to Buildings with Non-Routine or Complex Features Pathway 2 Cavity Wall Insulation Installing Cavity Wall Insulation in the Workplace 2 18 Setting Out and Installing Cavity Wall Insulation to Buildings with Non-Routine or Complex Features 3 24 Pathway 3 Loft Insulation Installing Loft Insulation in the Workplace Setting Out and Installing Loft Insulation to Buildings with Non-Routine or Complex Features Pathway 4 Draught Proofing Installing Draught-proofing to Openings in the Workplace 2 12 Setting Out and Installing Draught-Proofing to Openings with Non-Routine or Complex Features 3 30 Pathway 5 Internal Insulation to Walls, Floors or Ceilings Installing Internal Insulation to Walls, Floors or Ceilings in the Workplace Setting Out and Installing Internal Insulations to Walls, Floors or Ceilings to Buildings with Non-Routine or Complex Features Pathway 6 Insulation to Framed Sections of Buildings Installing Insulation to Framed Sections of Buildings in the Workplace 2 19 Setting Out and Installing Insulation to Framed Sections of Buildings with Complex or Non-Routine Features in the Workplace Assessment Guidance Evidence should show that you can complete all of the learning outcomes for each unit being taken. Types of evidence: Evidence of performance and knowledge is required. Evidence of performance should be demonstrated by activities and outcomes, and should be generated in the workplace only, unless indicated under potential sources of evidence (see below). Evidence of knowledge can be demonstrated though performance or by responding to questions. Quantity of evidence: Evidence should show that you can meet the requirements of the units in a way that demonstrates that the standards can be achieved consistently over an appropriate period of time. Potential sources of evidence: The main source of evidence for each unit will be observation of the candidate’s performance and knowledge demonstrated during the completion of the unit. This can be supplemented by the following types of physical or documentary evidence: Accident book/reporting system Photo/video evidence Safety records Work diaries Training records Timesheets Audio evidence Telephone logs Job specifications and documentations Delivery records Witness testimonies Equipment Correspondence with customers Prepared sites and structures Notes and memos Completed sites and structures Please Note that photocopied or downloaded documents such as manufacturers or industry guidance, H&S policies, Risk Assessments etc, are not normally acceptable evidence for GQA qualifications unless accompanied by a record of a professional discussion or Assessor statement confirming candidate knowledge of the subject. If you are in any doubt about the validity of evidence, please contact Oscar Onsite Academy

Are you requiring additional training to support your or your teams skills but can't see what you need in our advertised training courses? Then get in touch to design training/teambuilding specific to you or your team. How does it work? A free 30 minute consultation to discuss what you would like to achieve from a bespoke training course. A written proposal of what training may look like along with costings is emailed to you within 3 days of the initial consultation. If the proposal is agreed, then a date and time is agreed with both parties. Trainings can be delivered on a one to one basis, or with small - large groups. Recent bespoke training have been delivered covering topics such asCommunicationCustomer serviceTime ManagementDelegationWhat does professionalism look like? Prices start from £75.00. Contact us directly to organise bespoke training.

The course helps participants understand the role of demand and inventory planning in the wider context of supply chain management. It aims to demonstrate how to improve the alignment between supply and demand to maintain good levels of customer service and on-shelf availability whilst eliminating excess stock and reducing inventory investment. PARTICIPANTS WILL LEARN HOW TO: • Understand the role of demand management and its benefits • Identify the key demand characteristics and patterns; learn how to use them to improve forecast accuracy • Develop an understanding of key qualitative and quantitative forecasting methods • Learn how to conduct fundamental inventory analyses with a view to achieving the appropriate trade-off between stock and service level COURSE TOPICS INCLUDE: The role of Demand Management • The end-to-end view of Supply Chain Management • Demand Characteristics and the Product Life Cycle • Demand patterns • Push and pull systems Background to forecasting • The forecasting Process • Time-series methods of forecasting • Calculating forecast errors Inventory Analysis • Categorisation of stock • ABC Analysis • Economic order quantity and minimum order quantity • Safety stock and stock cover Inventory Management • Materials requirements planning (MRP) • Stock replenishment systems • Practical inventory management • The cost of managing stock

This course explores Autism and the current body of thinking and knowledge around Autistic Spectrum Disorders. This enables learners to consider how to adapt their practice with useful strategies to better support an individual with autism.

First Aid for Mental Health | RQF Level 2 First Aid for Mental Health qualification is designed to provide individuals with the knowledge and skills to support individuals experiencing mental health issues. This course aims to increase awareness of mental health, reduce stigma, and promote early intervention and support. The course covers various aspects of mental health, including common mental health conditions, signs and symptoms, and the impact of mental health issues on individuals and society. Participants will learn about different approaches to mental health, including self-help, accessing support, and signposting to appropriate services. The content of the RQF Level 2 First Aid for Mental Health course typically includes: Understanding Mental Health: An overview of mental health, including common mental health conditions such as depression, anxiety disorders, and stress. Participants will learn about the prevalence of mental health issues and their impact on individuals and society. Recognizing Mental Health Conditions: Understanding the signs, symptoms, and potential triggers of various mental health conditions. Participants will learn to identify early warning signs and risk factors for mental health issues. Promoting Positive Mental Health: Strategies and techniques for promoting positive mental health and well-being. This may include stress management techniques, self-care practices, and maintaining good mental health hygiene. Providing Mental Health First Aid: Techniques for providing initial support to individuals experiencing mental health crises or deteriorating mental health. Participants will learn how to offer non-judgmental listening, empathy, and reassurance to individuals in distress. Signposting and Referral: Understanding the importance of signposting individuals to appropriate professional help and support services. Participants will learn about local resources, helplines, and mental health organizations that can provide ongoing assistance. Self-Help and Resilience: Exploring self-help strategies and resilience-building techniques that individuals can use to manage their mental health and well-being. This may include relaxation techniques, mindfulness exercises, and developing healthy coping mechanisms. The course may be delivered through a combination of classroom-based instruction, group discussions, case studies, and practical activities. All our trainers are qualified and experienced in mental health education and support. Upon successful completion of the RQF Level 2 First Aid for Mental Health course, participants will receive a qualification that demonstrates their understanding of mental health issues and their ability to provide initial support to individuals experiencing mental health challenges. It's important to note that this course is not intended to replace professional mental health services or provide participants with the qualifications to diagnose or treat mental health conditions. It aims to equip individuals with the knowledge and skills to provide initial support and signposting to appropriate services. Suitability - Who should attend? First Aid for Mental Health course is suitable for a wide range of individuals who are interested in gaining knowledge and skills to provide initial support to individuals experiencing mental health challenges. Here are some examples of who the course may be suitable for: General Public: The course is open to anyone who wants to increase their understanding of mental health and learn how to support others effectively. It is suitable for individuals who want to develop their knowledge and skills in mental health first aid for personal reasons or to support friends, family members, or colleagues. Workplace Settings: The course is particularly relevant for individuals working in various professional settings, including but not limited to workplaces, schools, colleges, universities, community organizations, and voluntary sectors. It can benefit employees, supervisors, managers, and HR professionals who want to create a mentally healthy and supportive work environment. Healthcare Professionals: Healthcare professionals, such as nurses, doctors, paramedics, and allied health professionals, can benefit from the course to complement their existing medical knowledge and skills. The course equips them with additional tools and strategies to effectively respond to the mental health needs of their patients. Customer Service and Support Roles: Individuals working in customer service, hospitality, retail, or other client-facing roles can benefit from the course to enhance their ability to provide empathetic and supportive interactions with customers or clients who may be experiencing mental health challenges. Community Leaders and Volunteers: Community leaders, volunteers, and individuals involved in community organizations, charities, or support groups can gain valuable knowledge and skills from the course. It enables them to offer informed support and signposting to individuals within their communities who may be in need. It's important to note that the course does not require any previous qualifications or specific professional background in mental health. Participants should have a willingness to learn, an open mind, and a compassionate attitude toward individuals experiencing mental health challenges. However, it's also important to recognize that the course does not provide participants with the qualifications to diagnose or treat mental health conditions. Instead, it focuses on providing initial support, promoting awareness, and signposting individuals to appropriate professional help and services. Before enrolling in the course, individuals should consider their personal interest, commitment to learning about mental health, and their motivation to support others in this area. It is also recommended to check any specific requirements or prerequisites set by the training provider to ensure suitability for participation. Overall, the RQF Level 2 First Aid for Mental Health course is suitable for individuals from various backgrounds who want to develop their understanding of mental health and gain practical skills to provide initial support and signposting to individuals in need. Outcome / Qualification etc. Upon successful completion of the First Aid for Mental Health course, participants can expect to achieve the following outcomes: Increased Awareness and Understanding: Participants will develop a greater awareness and understanding of mental health, including common mental health conditions, their signs and symptoms, and the impact they can have on individuals and society. They will gain knowledge about the prevalence of mental health issues and the importance of promoting positive mental health. Enhanced Ability to Recognize Mental Health Conditions: Participants will acquire the skills to recognize signs and symptoms of various mental health conditions. They will be better equipped to identify early warning signs and risk factors, enabling them to provide timely support and intervention. Improved Mental Health First Aid Skills: Participants will learn techniques and strategies for providing initial support to individuals experiencing mental health crises or deteriorating mental health. They will develop skills in active listening, non-judgmental communication, and empathy, allowing them to offer appropriate assistance and reassurance to individuals in distress. Knowledge of Signposting and Referral: Participants will gain an understanding of the importance of signposting individuals to appropriate professional help and support services. They will learn about local resources, helplines, and mental health organizations, enabling them to provide accurate information and guide individuals to the appropriate sources of assistance. Enhanced Self-Help and Resilience Strategies: Participants will learn self-help strategies and resilience-building techniques that individuals can use to manage their own mental health and well-being. They will acquire practical tools for stress management, relaxation, and developing healthy coping mechanisms. Confidence in Supporting Others: The course aims to enhance participants' confidence in providing support to individuals experiencing mental health challenges. Through knowledge, skills, and practical exercises, participants will feel more prepared to respond appropriately and effectively in a compassionate and understanding manner. Qualification: Upon successful completion of the course, participants will receive an RQF Level 2 qualification in First Aid for Mental Health. This qualification demonstrates their understanding of mental health issues and their ability to provide initial support to individuals in need. It's important to note that the RQF Level 2 First Aid for Mental Health qualification is not intended to replace professional mental health services or provide participants with the qualifications to diagnose or treat mental health conditions. Instead, it aims to equip individuals with the necessary knowledge and skills to offer initial support and signposting, fostering a supportive and empathetic environment for individuals experiencing mental health challenges. Training Course Content Module 1 Introduction Module 2 What is first aid for mental health? Module 3 Identifying mental health conditions Module 4 Providing advice and starting a conversation Module 5 Stress Module 6 Mental health conditions Module 7 Drugs and alcohol Module 8 First aid action plan for mental health - including practical assessment Module 9 Mental health in the workplace Module 10 Assessment and course closure Course delivery details Classroom-Based or Virtual Instruction: The course may be delivered through traditional classroom-based instruction, where participants attend in-person training sessions led by a qualified instructor. The instructor will cover the course content, facilitate discussions, and provide guidance on practical activities. Blended Learning: Some training providers offer a blended learning approach, combining both online and face-to-face components. Participants may complete certain modules or topics online through interactive e-learning platforms or virtual classrooms. This allows for self-paced learning and flexibility before attending practical sessions or assessments in person. Interactive Discussions: The course often includes interactive discussions where participants can share their experiences, ask questions, and engage in conversations related to mental health. This encourages active participation, promotes peer learning, and provides opportunities for clarification and deeper understanding of the course content. Case Studies and Scenario-Based Activities: To enhance practical application, trainers may present case studies or scenarios related to mental health issues. Participants can work in groups or individually to analyse the situations, identify appropriate responses, and discuss possible strategies for providing support. Practical Skills Demonstrations: Trainers may demonstrate practical skills and techniques for providing mental health first aid, such as active listening, empathetic communication, and crisis intervention. Participants will have the opportunity to observe and learn from these demonstrations before practicing the skills themselves. Role-Playing and Simulations: Role-playing exercises and simulations may be used to simulate real-life scenarios and provide participants with hands-on practice in responding to mental health crises. This allows them to develop their skills in a safe and controlled environment and receive feedback from the trainer and peers. Assessment and Certification: Participants will undergo assessments to demonstrate their understanding of the course content and their ability to apply their knowledge and skills in practical scenarios. Successful completion of the assessments leads to the awarding of the RQF Level 2 First Aid for Mental Health qualification. It's important to note that the specific delivery methods and approaches may vary depending on the training provider, course duration, and the resources available. Participants should check with the training provider for detailed information on the course delivery format and any specific requirements or prerequisites for participation. Overall, the aim of the course delivery is to create an engaging and interactive learning environment that allows participants to gain the necessary knowledge, skills, and confidence to provide effective support to individuals experiencing mental health challenges. Why choose Madeleys First Aid Plus Founded in 2021 after Louise left 30 years in the NHS as an Advanced practitioner in A&E/ITU, had spent 1.5 years in Covid ITU Won FSB Best start-up business in the West Midlands in May 2023 Now trained 100's of delegates in Physical and Mental Health First Aid

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.