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The Catering & Cooking Essentials Course offers a thorough exploration into the culinary world, carefully designed to provide you with a rich understanding of the core principles that shape the art of cooking. Whether you are looking to refine your skills or deepen your passion for food, this course equips you with everything you need to build a solid foundation in catering and cooking. Delve into the essential techniques, preparation methods, and kitchen management practices that make the difference between good food and great food. This course is designed to ensure that learners gain in-depth knowledge without ever stepping foot outside their home. With each lesson, you will uncover key insights into meal preparation, presentation, and menu planning, all tailored to help you feel confident in the kitchen. By the end of the course, you’ll have mastered a wide array of techniques that make any dish look and taste exceptional. Whether you’re looking to refine your culinary style or explore new horizons in catering, this course is your gateway to a world of exciting culinary possibilities. 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 Catering and Cooking Basics Module 02 : Basic Cooking Ingredients Module 03 : Essential Kitchen Tools and Equipment Module 04 : Knife Skills Module 05 : Cooking Methods and Techniques Module 06 : Menu Planning and Meal Preparation Module 07 : Food Presentation Module 08 : Food Safety and Hygiene in Catering Module 09 : Catering Business Learning Outcomes: Master essential cooking techniques for a variety of dishes. Identify and utilize basic cooking ingredients effectively. Demonstrate proficiency in using kitchen tools and equipment. Hone your knife skills for precise and safe food preparation. Develop menu planning expertise for diverse meal options. Ensure food safety and hygiene practices in catering and cooking. 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? Home cooks seeking to enhance their culinary abilities Aspiring chefs eager to learn the fundamentals Individuals interested in starting a catering business Those looking to improve their culinary knowledge and skills Career path Line Cook Sous Chef Catering Manager Private Chef Food Safety Inspector Culinary Instructor 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.

Welcome to the Vegan Cooking Basics Course, where we bring the delicious world of plant-based cuisine right to your kitchen. Whether you’re a beginner eager to explore new flavours or someone wanting to add more variety to your meals, this course is the perfect starting point. We guide you through essential ingredients, cooking methods, and simple techniques that make vegan cooking a breeze. With easy-to-follow instructions, you’ll be cooking vibrant dishes that are not only good for you but also full of flavour. This course focuses on key concepts like understanding plant-based proteins, mastering easy-to-make vegan dishes, and learning how to balance meals for optimal nutrition. You’ll discover the joy of cooking with fresh, seasonal ingredients while embracing a diet that’s as kind to the planet as it is to your taste buds. As you explore simple yet satisfying recipes, you’ll gain confidence in the kitchen and begin to see the endless possibilities vegan cooking has to offer. So, why not take the leap into plant-based cooking and elevate your meals today? 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 1: Introduction to Veganism and Nutrition Module 2: Essential Nutrients in a Vegan Diet Module 3: Plant-Based Meal Planning and Preparation Module 4: Cooking Techniques and Recipe Adaptations Module 5: Vegan Nutrition for Different Life Stages Module 6: Veganism and Sustainability Module 7: Vegan Cuisine from Around the World Module 8: Vegan Nutrition and Health Learning Outcomes: Nutritional Mastery: Acquire expertise in essential nutrients for a balanced vegan diet. Culinary Adaptability: Master diverse cooking techniques and adept recipe modifications. Global Palate: Explore and recreate diverse vegan cuisines from around the world. Life Stage Nutrition: Tailor plant-based meals to meet nutritional needs at different life stages. Sustainable Cooking: Grasp the environmental impact of veganism, integrating sustainability into your culinary practice. Health-conscious Cuisine: Understand the correlation between vegan nutrition and overall health. 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. Certificate After completing this course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Individuals transitioning to a vegan lifestyle. Cooking enthusiasts seeking plant-based culinary expertise. Health-conscious individuals exploring diverse dietary options. Environmental advocates interested in sustainable living. Beginners eager to master vegan meal planning and preparation. Those keen on global culinary exploration through vegan dishes. Parents looking to provide balanced vegan nutrition for their families. Culinary professionals expanding their repertoire with vegan expertise. Career path Vegan Nutrition Consultant Plant-Based Chef Sustainable Food Advocate Vegan Cooking Instructor Plant-Based Diet Blogger Culinary Health Coach 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.

Level 5 Administration, Secretarial & Shorthand + Executive PA Do you want to improve your understanding of business studies? If so, we have developed a highly unique Level 5 Business Administration course just for you to help you advance your abilities and learn about current business operations. You will learn the abilities necessary for the profession at Level 5 Business Administration, including administration and business communication. The Level 5 Business Administration course also includes courses on giving presentations and presenting corporate data. The Level 5 Business Administration course addresses the function of administration in both big and small organisations and teaches a range of administrative systems. This Level 5 Business Administration course will teach you how to lead a team in a professional context. So why are you still waiting? Learn the core ideas and various administrative skills needed to operate a firm by enrolling in our Level 5 Business Administration course! Learning Objectives Of Level 5 Business Administration After completing this Level 5 Business Administration course successfully, you will be able to: Learn a variety of management and business types from this Level 5 Business Administration course. Level 5 Business Administration teaches how to carry out many important functions and tasks for HR management. Level 5 Business Administration helps to extract maximum value from performance appraisals and interviews. You can develop and implement an effective marketing plan for your organisation through this Level 3 Business Administration course. Level 5 Business Administration helps to explore financial management objectives and functions. You can create business reports and delegate responsibilities to other employees, which helps build an efficient workforce with the help of this Level 5 Business Administration course. Level 5 Business Administration describes how to supervise and monitor teams and workforces of various sizes and types. Special Offers of this Business Administration: Business Administration Course This Business Administration: Business Administration Course includes a FREE PDF Certificate Lifetime access to this Business Administration: Business Administration Course. Instant access to this Business Administration: Business Administration Course. Get FREE Tutor Support to this Business Administration: Business Administration Course Level 5 Administration, Secretarial & Shorthand + Executive PA Elevate your career with our Level 5 Administration, Secretarial & Shorthand + Executive PA course, designed to equip you with essential business communication and administration skills. This Level 5 Administration, Secretarial & Shorthand + Executive PA program includes modules on delivering impactful presentations, managing corporate data, and understanding administration's role in both large and small organizations. Gain expertise in a variety of administrative systems and develop the leadership skills needed to manage a team effectively. With our Level 5 Administration, Secretarial & Shorthand + Executive PA course, you’ll be well-prepared for a dynamic career in professional administration. Who is this course for? Level 5 Administration, Secretarial & Shorthand + Executive PA This Level 5 Business Administration course is ideal for anybody in any business or office environment seeking to reach the top of the ladder. Requirements Level 5 Administration, Secretarial & Shorthand + Executive PA To enrol in this Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Business Administration: Business Administration Course. Be energetic and self-motivated to complete our Business Administration: Business Administration Course. Basic computer Skill is required to complete our Business Administration: Business Administration Course. If you want to enrol in our Business Administration: Business Administration Course, you must be at least 15 years old. Career path Level 5 Administration, Secretarial & Shorthand + Executive PA The following roles are appropriate for someone with this Level 5 Business Administration qualification: Business Administration Apprentice Business Administration Tutor Business and Administration Manager Business Administration – Trainer/Assessor Business Administration Manager

The skills to negotiate with business delegates have a significant impact on successful business and commerce. This Negotiations in Commercial Management Training course will empower you to master this skill along with some other essential skillset. Start learning Negotiations in Commercial Management Training that will give you enough knowledge and skills to build your dream career. About this course This Negotiations in Commercial Management Training helps to grow your skills faster through the power of relevant content and world-class tutors. In this industry-leading bite-sized course, you will learn up-to-date knowledge in the relevant field within a few hours and get certified immediately. The modules of this course are very easy to understand and all of the topics are split into different sections. You will easily grasp and use the knowledge gained from this course in your career and go one step ahead of your competitors. The course is designed to improve your employability and provide you with the tools you need to succeed. Enrol today and start learning your essential skills. 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 Get 24/7 help or advice from our email and live chat teams Get full tutor support on weekdays (Monday to Friday) Course Design The Negotiations in Commercial Management Training 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 Who Is This Course For:​ This Negotiations in Commercial Management Training is ideal for those who want to be skilled in this field or who wish to learn a new skill to build their dream career. If you want to gain extensive knowledge, potential experience, and be an expert in the related field then this is a great course for you to grow your career. Requirements This course is for anyone who would like to learn Negotiations in Commercial Management Training related skills to aid his/her career path. No formal entry prerequisites are required Certification 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. Course Content Module 1: Introduction to Cash Flow Management Module 2: Advanced Cash Flow Management Part 2 Module 3: Negotiation Skills Module 4: An Overview of Partnership and Agreements Course Content Commercial Management: Negotiation Skills Module 1: Introduction to Cash Flow Management 00:13:00 Module 2: Advanced Cash Flow Management Part 2 00:15:00 Module 3: Negotiation Skills 00:15:00 Module 4: An Overview of Partnership and Agreements 00:17:00 Order your Certificates & Transcripts Order your Certificates & Transcripts 00:00:00 Frequently Asked Questions Are there any prerequisites for taking the course? There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course. Can I access the course at any time, or is there a set schedule? You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience. How long will I have access to the course? For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime. Is there a certificate of completion provided after completing the course? Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks. Can I switch courses or get a refund if I'm not satisfied with the course? We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase. How do I track my progress in the course? Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course. What if I have technical issues or difficulties with the course? If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.

Unlock the secrets of artisan pastry baking with our beginner-friendly training course. Learn to create bakery-quality delights from scratch, from classic Chocolate Brownies to elegant Tarte Tatin.

Stepping into middle management is no small feat—sandwiched between strategic direction and daily operations, it demands sharp judgement, clear communication, and just the right balance of confidence and tact. This course is designed to help learners sharpen those essential traits that are often expected but rarely explained. Whether you're managing a small team or navigating more complex reporting lines, you'll find guidance on dealing with competing priorities, boosting team morale, and leading with clarity—even when things are anything but. Through structured lessons and engaging materials, this training equips aspiring or current middle managers with insights into key leadership functions such as team development, performance management, and effective delegation. It’s not about ticking boxes—it’s about understanding what truly makes a good manager tick, and how to do the job well without losing your sense of humour (or your mind). Perfect for those ready to build credibility and influence within their organisation—without needing a suit or a swivel chair. 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 of Middle Manager Management Training Module 01 : Middle Managers and Management An Introduction Module 02 : Corporate Responsibilities of Middle Manager Module 03 : Middle Manager as Leader and Decision Maker Module 04 : Signs of Poor Management Module 05 : Complain Mitigation Module 06 : Grooming, Coaching and Mentoring Middle Managers Learning Outcomes: Grasp fundamental middle management principles. Understand corporate responsibilities and ethics. Develop leadership and decision-making prowess. Identify and rectify signs of poor management. Effectively mitigate complaints and conflicts. Master grooming, coaching, and mentoring strategies. 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? Middle managers aspiring to enhance their effectiveness. Team leaders seeking to refine their leadership skills. Supervisors looking to align with corporate responsibilities. Professionals aiming to improve complaint handling. Managers interested in mentoring and coaching techniques. Those desiring to elevate their middle management career. Organisations aiming to foster a culture of excellence. Businesses dedicated to staff development and growth. Career path Middle Manager Team Leader Department Supervisor Operations Manager Project Manager Senior Supervisor 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.

In a world where every click leaves a trace, digital forensic science has become the modern detective's magnifying glass. From deleted texts to encrypted drives, the truth rarely hides for long when science meets cyber investigation. This course takes you into the fascinating world of digital trails, revealing how data is tracked, analysed and used in investigations across law enforcement, business, and cybersecurity sectors. You'll explore how evidence is gathered from devices, how experts think like digital sleuths, and what methods are used to maintain integrity throughout. Whether you’re interested in solving cybercrimes, working with legal investigations, or simply curious about what really happens behind the scenes of a digital breach, this course gives you the core knowledge needed to understand how today’s digital world can be decoded. It’s sharp, informative, and doesn’t involve lab coats or spy gadgets—just pure digital know-how. The demand for digital forensic analysts has risen by over 21% in the last five years in the UK alone, and with cyber threats only growing, it’s not slowing down anytime soon. 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 1: Introduction to Digital Forensics Module 2: Digital Forensic Investigation Module 3: Evidence Management Module 4: Apprehending Offenders Module 5: Maintain Evidence-Based Reporting Module 6: File System Analysis Part-1 Module 7: File System Analysis Part-2 Module 8: Network Forensics Module 9: Memory Forensics Module 10: Digital Evidence in the Courtroom Learning Outcomes: Conduct effective digital investigations using specialised techniques. Manage and preserve digital evidence with meticulous attention to detail. Apprehend offenders by applying advanced investigative strategies. Create evidence-based reports to support legal proceedings. Analyse file systems comprehensively, uncovering hidden information. Utilise network and memory forensics to extract valuable insights. 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. Certificate After completing this course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? IT professionals looking to specialise in digital forensics. Law enforcement personnel aiming to enhance their investigative skills. Cybersecurity enthusiasts interested in digital crime-solving. Legal professionals seeking expertise in digital evidence. Computer science graduates aspiring to work in forensics. Private investigators wanting to expand their skill set. Individuals with a passion for technology and investigation. Anyone intrigued by the intersection of cybercrime and forensic science. Career path Digital Forensic Analyst Cybersecurity Investigator Incident Responder Forensic IT Specialist Cybercrime Investigator Computer Forensic Examiner 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.

Limited Time Offer is Active, Save Now: £401! Offer Ends Soon, Hurry Up!! Are you looking to improve your current abilities or make a career move? Our unique Workforce Coordinator Course might help you get there! Expand your expertise with high-quality training - study the course and get an expertly designed, great value training experience. Learn from industry professionals and quickly equip yourself with the specific knowledge and skills you need to excel in your chosen career through this online training course. This Workforce Coordinator online training course is accredited by CPD with 10 CPD points for professional development. Students can expect to complete this course in around 7 hours. You'll also get dedicated expert assistance from us to answer any queries you may have while studying our course. The course is broken down into several in-depth modules to provide you with the most convenient and rich learning experience possible. Upon successful completion of the course, you will receive an instant e-certificate as proof of comprehensive skill development and competency. Add these amazing new skills to your resume and boost your employability by simply enrolling in this course. With this comprehensive course, you can achieve your dreams and train for your ideal career. The course provides students with an in-depth learning experience that they can work through at their own pace to enhance their professional development. You'll get a Free Student ID card by enrolling in this course. This ID card entitles you to discounts on bus tickets, movie tickets, and library cards. Enrolling in the Workforce Coordinator course will ensure that you land your dream career faster than you thought possible. Stand out from the crowd and train for the job you want with the program. Learning Outcomes: Instant access to verified and reliable information Participation in inventive and interactive training exercises Quick assessment and guidance for all subjects CPD accreditation for proof of acquired skills and knowledge Freedom to study in any location and at a pace that suits you Expert support from dedicated tutors committed to online learning Experts created the course to provide a rich and in-depth training experience for all students who enrol in it. Enrol in the course right now, and you'll have immediate access to all of the course materials. Then, from any internet-enabled device, access the course materials and learn when it's convenient for you. Start your learning journey straight away with this course and take a step toward a brighter future! Why Prefer this Course? Opportunity to earn a certificate accredited by CPD after completing this course Student ID card with amazing discounts - completely for FREE! (£10 postal charges will be applicable for international delivery) Standard-aligned lesson planning Innovative and engaging content and activities Assessments that measure higher-level thinking and skills Complete the program in your own time, at your own pace Each of our students gets full 24/7 tutor support ****Course Curriculum**** Module 1: Understanding Management and Leadership What is Leadership? Characteristics of Leadership Importance of Leadership Role of a Leader Qualities of a Leader Leadership and Management Managers vs Leaders Leadership Styles DirectingCoachingSupportingDelegating Understanding Your Comfort Zone Types of Leadership Thinking Consequential Thinking and Decision Making Influential Leadership Leadership Ethics Module 2: Organisational Skills Organising Daily Work Organising Workplace Organising Resources Organising Tools Cultivating Organisational Habits Module 3: Communication Skills Effective Listening Skills Verbal Communication Non-Verbal Communication Body Language in Communication Communication Strategies Benefits of Leadership Communication Module 4: Managing Meetings and Giving Feedback Meeting Process Cycle PurposeOutcomesStepsCapabilities Feedback Purpose and Function in Workgroups and Teams Meeting Checklist: From Planning To Follow - Up Preparing for the MeetingStarting the MeetingAdvancing the MeetingEnding the MeetingFollowing Up on Action Plans Module 5: Managing Change What is Change Management? The Change Cycle Human Reaction to change The Pace of Change Adapting to Change Module 6: Time Management Introduction to Time Management Aspects of Time Management Prioritising the Workload Overcoming Procrastination Managing Deadlines Effective Time Management at the Workplace The Pareto Principle and Tips for Time Management Multitasking Module 7: Stress Management Definition of Stress Meaning of Stress Understanding Stress How Stress Arises? Different Strategies to Manage stress Tips and Tricks for Stress Management Planning and OrganisationRoutineBe BOLD Module 8 Risk Management Introduction to Risk Management Risk Identification Risk Quantification Develop Contingency Plans Module 9: Global Project Management Introduction Dimensions of Global Projects A Framework of Good Practices for Global Project Management Global Project Management Framework Global Team Management Global Teams Category and Knowledge Areas Global Communication Global Communication Category and Knowledge Areas Global Organisations Global Organisations Category and Knowledge Areas Collaborative Tools and Techniques Global Tools and Techniques Categories and Knowledge Areas Module 10: Project Life Cycle Project Life Cycle Contrasting Project Life Cycle and Product Life Cycle Project DesignProject Management Process Module 11: Performance Management Definition of Performance management Components of Performance Management The Three Phases of Performance Management CoachingCorrective ActionTermination Kolb's Learning Cycle Goal-setting Theory of Motivation The Importance of Motivation Effective Perf Module 12:Employee Recruitment and Selection Procedure Attracting candidates Advertising E-recruitment Outsourcing recruitment Application forms Interviews Graphology Final stages Module 13: Employee Training and Development Process The justification for training Transferring training Systematic training Types of training Effective training practices Training techniques E-learning Module 14: Motivation and Counselling The process of motivation Types of motivation Motivation theory Instrumentality theory Content (needs) theory Herzberg's two-factor model Process theory Motivation strategies Module 15: Ensuring Health and safety at the Workplace Managing Health and Safety At Work The importance of health and safety in the workplace Benefits of workplace health and safety Health and safety policies Conducting risk assessments Accident prevention Measuring health and safety performance Health and safety training CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Is This Course Right for You? Anyone interested in learning more about this subject should take this course. This course will help you grasp the basic concepts as well as develop a thorough understanding of the subject. All are welcome to take this course. There are no prerequisites for enrolment, and you can access the course materials from any location in the world. Requirements The Workforce Coordinator program does not require any prior knowledge; everyone may participate! This course is open to anyone who is interested in learning from anywhere in the world. Every student must be over the age of 16 and have a passion for learning and literacy. This 100% online course can be accessed from any internet-connected device, such as a computer, tablet, or smartphone. This course allows you to study at your own speed and grow a quality skillset. Career path After completing this Workforce Coordinator Course, you are to start your career or begin the next phase of your career in this field. Our entire course will help you to gain a position of respect and dignity over your competitors. The certificate enhances your CV and helps you find work in the field concerned. Certificates CPD Accredited Certificate Digital certificate - £10 CPD Accredited Certificate Digital certificate - £29 If you are an international student, then you have to pay an additional 10 GBP as an international delivery charge.

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

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