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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

In this course we explore how we have attempted to build inclusive circles of support around individuals and contrast this with a radical approach to problem solving with parents – the Parent Solutions Circle. Parent Solutions is a brand new approach to problem solving with parents based on our live group work in schools. A focus on challenging behaviour brings interest, energy and commitment.  Course Category Inclusion Peer Support Parents and Carers Behaviour and relationships Description In this course we explore how we have attempted to build inclusive circles of support around individuals and contrast this with a radical approach to problem solving with parents – the Parent Solutions Circle Parent Solutions is a brand new approach to problem solving with parents based on our live group work in schools. A focus on challenging behaviour brings interest, energy and commitment. Essentially the approach involves gathering a group of parents and carers together who recognise how challenging their own children are and would like some help to figure out how to be with them or how to manage an aspect of their behaviour. The process is facilitated but majors on the parents offering each other their wisdom and ideas. The directness that only peers can provide to each other makes the work both powerful and effective. Mobilising the wisdom and experiences of parents in a safe way is a delicate art. In this training we will explore how this can best be done. Parents who have been on all the courses and had all the professional advice in world love this way of working because they get to offer each other their experience, ideas and wisdom. The approach is capacity focused, person centred approach to working with parents rather than the dominant deficit oriented and ‘medical model’ of viewing and planning for parents. We work with rather than do things to a group of parents. This training can be modelled with a group of parents or can be demonstrated with a group of professionals. We prefer mixed groups. Learning Objectives For participants to learn how to set up a Parent Solutions Circle For participants to understand the underlying rationale and ethos of this way of working To learn the facilitation process and stages of the Circle process Who Is It For? Anyone interested in working with parents and carers in a way that builds and makes use of their capacities rather than focus on their challenges and difficulties. School leaders and managers Social Care teams Community organisers Psychologists Course Content True parent empowerment Facilitating groups Problem solving process Handling group communication Allowing direct feedback and challenge between participants in a safe way Building relationships Creating natural circles of support that can provide peer support and mutual problem solving If you liked this course you may well like: Creating Community Circles

Local authorities are being encouraged to seek the views of young people in relation to the services they receive. Schools and the whole range of support services (e.g. behaviour support, youth offending teams, social services, CAMHS etc.) are being expected to routinely ask young people for their views. This goes beyond involving young people in plans that concern them e.g care plans, individual education plans, pastoral support plans etc. Online Course now available via Teachable Platform – Ask the Children Learn at your own pace… lots of text and video support Course Category Peer Support Description Local authorities are being encouraged to seek the views of young people in relation to the services they receive. Schools and the whole range of support services (e.g. behaviour support, youth offending teams, social services, CAMHS etc.) are being expected to routinely ask young people for their views. This goes beyond involving young people in plans that concern them e.g care plans, individual education plans, pastoral support plans etc. This training will focus on how young people can be effectively engaged in giving their views and will present a model for use in evaluating services to young people based on the concept of resilience. This model enables young people to be clear about what has helped and hindered them in being able to overcome difficulties. It also provides a framework for evaluating the extent to which services are reducing risk and increasing protective factors to enable young people to develop the resilience. Testimonials ‘Yet again inspiring and opening more doors than I can go through’? ‘This opened a lot of avenues for thought and reflection. It will help me to help colleagues to see where they can improve practice to create a more inclusive environment within the whole school.’ ‘Some great ideas and restored my self belief! Fantastic’ Learning Objectives Strategies for engaging young people Knowledge and Understanding of resilience In relation to system and environmental factors Strategies for reducing risk and increasing protective factors In relation to Individual young people and services Evaluation framework for services to young people Who Is It For ? Youth offending teams Social services CAMHS Primary and secondary teachers Heads and Deputies SENCOs Learning Support and Guidance staff Advanced Skills Teachers Parents Local Authority Support Services Community Development workers Early Years and School based Practitioners Social work staff Health Services Course Content The course answers the questions : How can we truly involve pupils? Practically how do we go about listening to pupils views? What if we do not like what they tell us? How can we involve our most disaffected young people? Key themes Tools for engaging young people and gaining their views The concept of resilience System and environmental risk and protective factors that impact on young people’s resilience Reducing risk and Increasing protective factors Resilience planning for Individuals and services Evaluating services to young people If you liked this course you may well like: CIRCLES OF FRIENDS

In this course we explore how we have attempted to build inclusive circles of support around individuals and contrast this with a radical approach to hospitality and community building – the Community Circle. The purpose of community circles is to bring people from a local community together to share their skills, talents, gifts and resources. This idea is based upon the premise that ALL of us need three things in our lives to make us happy and fulfilled: these are money, friendship and meaning. We believe that everyone needs community, everyone needs to be heard and everyone needs to have fun. Online Course now available via Teachable Platform – Creating Community Circles Learn at your own pace… lots of text and video support Category Inclusion Peer Support Parents and Carers   Description  Building Community Circles In this course we explore how we have attempted to build inclusive circles of support around individuals and contrast this with a radical approach to hospitality and community building – the Community Circle. The purpose of community circles is to bring people from a local community together to share their skills, talents, gifts and resources. This idea is based upon the premise that ALL of us need three things in our lives to make us happy and fulfilled: these are money, friendship and meaning. We believe that everyone needs community, everyone needs to be heard and everyone needs to have fun. Community Circles are based upon reciprocity and the assumption that EVERYONE has both gifts and needs – whether these are labelled or not. The circles adopt the fundamental value of inclusion that ‘all means all’, no one is excluded from community circles, instead the circle members work out how to include everyone equally and safely. A community circle is made up of participants and allies from the local community. The meeting starts with everyone sharing food and conversations. Next the group comes together in a circle so that everyone can see each other and shares what is good and new in their lives, everyone gets a turn to be listened to. ‘New and Good’ breaks the habit of thinking about and acting from what’s wrong, it is an exercise of giving and receiving attention with one another and it also provides a strong foundation of strengths from which we can think about and tackle difficulties. The group is then asked the question what do they want, need or have to offer. Community circles provide a great foundation or starting point from which to explore connections, build relationships, locate resources and share skills. These circles will be a particularly important resource for Brokers and the people that they work for. They provide a safe forum in which people can meet and friendships can start, a natural reservoir of people and relationships where people can be invited to offer their time and capacity. To be successful we have to start from a belief in inclusion. A belief that: 1 We are all born ‘in’. 2 All means all. 3 Everyone needs to belong. 4 Everyone is ready. 5 Everyone needs support. 6 Everyone can communicate. 7 Everyone can contribute. 8 Together we’re better. Learning Objectives For participants to learn how to create a Community Circle. For participants to understand the underlying rationale and ethos of this way of working. To explore ways of maximising an individual’s inclusion and connection with the wider community. To explore ways of helping with friendship, social connection and education. To increase confidence, social skills and presence of disabled adults and those with a wide range of need in their local community by focusing on their contribution. Who Is It For? Anyone interested in mobilising the community to make it more inclusive around disabled or challenging individuals. Course Content Understanding ordinary needs – plus the true dimensions of social inclusion Building relationships Creating natural circles of support Creating a community circle If you like this you will almost certainly enjoy: Person Centred Planning using PATH and MAPS

This is a practical ‘non-medical’ day for front line practitioners working with children and young people who have experienced serious trauma in their life. We work to strengthen understanding of children who have faced issues of trauma emerging from abuse, violence, loss and family breakdown. Online Course now available via Teachable Platform – Impact of Trauma Learn at your own pace… lots of text and video support Course Category Meeting emotional needs Behaviour and Relationships Inclusion Teaching and Learning Description This is a practical ‘non-medical’ day for front line practitioners working with children and young people with serious issues arising from trauma. Drawing from the international research and literature and our own experience over many years as educational psychologists of the challenges of children with major social and emotional needs, we will explore together what the best practice can and could look like. We explore the language and key concepts of trauma and outline very practical classroom strategies. We look at what Psychology may help us in our understanding of children who have faced trauma. We explore the themes of: Hyperarousal Intrusive thoughts Constricted lives We look at triggers, self-regulation and unpack a range of strategies.  We explore what young people with these difficulties really need from us. We also spend time looking at the emotional impact on practitioners working with children with such needs and what helps at a personal and team level. We can all do something – we do not have to wait for expert therapists to arrive!  Testimonials I had no idea… It had a huge impact Belonging and feelings are so important Excellent! Learning Objectives Increased confidence regarding developing inclusive practice for traumatised children in mainstream schools Simple understandable explanation trauma understood Access to a wider range of practical strategies to impact on social and behavioural needs Deeper understanding of core values surrounding inclusion of emotionally disabled children Opportunity to reflect on professional attitudes and behaviour towards parents and pupils with complex emotional needs New skills, scripts and processes to make inclusion successful Who Is It For? Practitioners working in schools and other settings with children and young people of all ages Key workers Teaching Assistants with support roles Heads and deputies SENCOs Advanced skills teachers Primary and secondary classroom teachers Parents Local authority support services Course Content The course explores the questions:What does it take for a child to:Feel safe and secureMourn the past traumaReconnect with ordinary relationships with children and adults?How can we start to develop an understanding of traumatised children?What is the true impact of trauma?What else can we do to go about including high profile children or young people with challenging emotional needs?What useful psychological constructs can we use to guide us?This course also explores practical strategies, concepts and language for key adults rebuilding relationships with individual pupils.This is a participative day that aims to be explorative and practical. Opportunities to develop empathy with the children of concern will be created.If you liked this course you may well like:FRESH APPROACHES TO BEHAVIOUR AND RELATIONSHIPS

Click to read more about this training, in which we demonstrate a live problem solving approach which is based on the active participation of family members. Course Category Inclusion Parents and Carers Behaviour and relationships Problem Solving Description In this training we demonstrate a live problem solving approach which is based on the active participation of family members. ‘Family Circles’ is an evolving new approach to problem solving with families and is based on our years of family work and the development and use of the Circle of Adults process. Inspired by our own Parent Solutions work and the Circle of Adults process as well as Family Group Conferencing and other Restorative Interventions we bring you Family Circles. Essentially the approach involves gathering a family together for a process that is facilitated but majors on the family members offering each other their wisdom and ideas. The approach is capacity focused, person centred approach to working with families rather than the dominant deficit oriented and ‘medical model’ of viewing and planning for or doing things to families. This training can be modelled with a group of professionals or better still with a family. In our work with families we develop the importance of naming stories or theories and seeking linkages and synthesis between what is found out and explored about the family situation and its history. We like participants to sit with the uncertainty, to reflect on the question ‘why’ but without judgement of each other. Deeper reflections may span a whole range of perspectives from ‘within person’ considerations, to situational or systemic possibilities. Health or emotional issues can be reflected on alongside organisational or transactional aspects of what is going on for the family. The better the shared understanding the better the strategy or actions which emerge from these meetings. Quality hypotheses with a close fit to reality lead to more effective implementation in the real world. We encourage ‘loose’ thinking, a search for connections, deeper listening, an ‘open mind’, speculation and exploration without moral judgements. From this stance self-reflection as well as reflection on the situation can produce remarkable insights. The quality of theories or new stories generated is directly influenced by family members’ experiences and the models of learning, behaviour and emotion, systems, educational development, change and so on that they have been exposed to.  Learning Objectives To provide opportunities for: Shared problem solving in a safe exploratory climate in which the family will find its own solutions. Individuals to reflect on their own actions and strategies An exploration of whole-family processes and their impact Emotional support and shared understandings of issues at a child, parent, family, school and community level. Feed back to each other on issues, ideas and strategies that are agreed to be worth sharing with them. Who Is It For? Anyone interested in working with families in a way that builds and makes use of their capacities rather than focus on their challenges and difficulties. Social Care teams School staff Community organisers Educational Psychologists Course Content True family empowerment Deepening shared stories and understandings Facilitating groups Problem solving process Handling family group communication Allowing direct feedback and challenge between participants in a safe way Building relationships Process: Family members are welcomed: Introductions are carried out, ground rules and aims clarified whilst coffee is drunk. A recap from the last session is carried out: To follow up developments and reflections after the last meeting. One issue is selected for the main focus Issue presentation: The family member who raised the concern is asked questions to tell the ‘story’ of the issue or problem. Additional questions/information from the group about the problem are gathered: Ground rules may need to be observed carefully here. Individual participants need to be kept focused and prevented from leaping to premature conclusions or to making ‘helpful’ suggestions about strategy. Relationship aspects to the problem are explored. Metaphors and analogies are invited. How would a fly on the wall see your relationship? If you were alone together on a desert island, what would it be like? Impact of previous relationships/spillage from one relationship to another are explored. Eg what situation they are reminded of? For instance, does this situation remind you of any of those angry but helpless feelings you had with your other son when he was an adolescent? This provides opportunities to reflect on how emotions rub off on other people. The parent feels really frustrated, and on reflection we can see that so does the child System/Organisation factors (Family system/school and community systems and so on): What aspects help or hinder the problem? For instance, does the pastoral system of the local school provide space, or time and skilled personnel able to counsel this young person and work actively with their parents? Synthesis. At this stage the Graphic facilitator summarises what they have heard. They then go on to describe linkages and patterns in what they have heard. This can be very powerful. The person doing the graphic work has been able to listen throughout the presentation process and will have been struck by strong messages, emotions and images as they have arisen. The story and meaning of what is happening in the situation may become a little clearer at this point. Typical links may be ‘mirrored emotions’ strong themes such as loss and separation issues, or repeated processes such as actions triggering rejection. This step provides an excellent grounding for the next process of deepening understanding. What alternative strategies/interventions are open to be used? Brainstormed and recorded. ’Either/ors’ need to be avoided at this time also. This needs to be a shared session in which the family member who is presenting the concern contributes as much as anyone. Care is needed to ensure that this person is not overloaded with other people’s strategies. The final selection of strategy or strategies from the brainstormed list is the problem presenter’s choice. Strategies might include: a special time for the young person, a meeting with the child’s parents to explore how she is being managed at home and to share tactics, a home-school diary, counselling, or an agreed action plan that all are aware of, agreed sanctions and rewards and so forth. Strategies may productively involve processes of restitution and restoration, when ‘sorry’ is not enough. Making it right, rather than punishments or rewards, may then becomes the focus. First Steps. The problem presenter is finally asked to agree one or two first steps which they can carry out over the next 3-7 days. It can help to assign a ‘coach’ who will check in with them to ensure they have carried out the action they have named. This is a time to be very specific. Steps should be small and achievable. The person is just ‘making a start’. A phone call, or making an agreement with a key other person not present at the meeting would be ideal examples. Final reflections. Sometimes referred to as a ‘round of words’ help with closure for all involved. Reflections are on the process not the problem. In large families this is best done standing in a circle. In smaller groups all can remain sitting. Passing around a ‘listening stick’ or something similar such as a stone or light heighten the significance of the process ending and improve listening. Finally the problem presenter is handed the ‘Graphic’ this is their record of the meeting and can be rolled and presented ceremoniously by the facilitators for maximum effect! If you liked this course you may well like: Parent Solutions

Develop the essential skills to begin your presentation journey. Course overview Duration: 1 day (6.5 hours) Overview When surveyed about their greatest fears, many people cite public speaking as their first. Also, in today’s business world staff and management are expected more and more to present to an audience of some kind. Whether it’s holding a staff meeting, speaking at a business event, training or simply motivating a team, this requires continued development of presentation knowledge and skills. This workshop offers participants the opportunity to develop the skills necessary to deliver confident, meaningful presentations that influence and inspire their audiences. Objectives  By the end of the course you will be able to: Design, develop and deliver a confident presentation Control nerves during training sessions Make presentations memorable and relevant for an audience, therefore improving the opportunity for influence Deal with questions and minimise the impact of difficult situations Content Presenting with Power Why presenting with power is important How to present with power How to improve your public speaking Setting up for Successful Presentations Techniques that will help prepare effectively How to anticipate problems with presenting How to apply techniques to prepare for successful presentation Dealing with Nerves Effective preparation techniques to manage stress How performance anxiety affects you How to implement a plan to successfully deliver a presentation

In today's competitive business world firms are under unprecedented pressure to deliver value to their shareholders and other key stakeholders. Senior executives in all parts of the organisation are finding that they need some degree of financial know how to cope with the responsibility placed on them as business managers and key decision-makers; monitoring and improving business performance, investing in capital projects, mergers and acquisitions: all require some degree of financial knowledge. The key financial skills are not as difficult to learn as many people believe and in the hands of an experienced senior executive they can provide a formidable competitive advantage. After completing this course delegates will be able to: Understand fundamental business finance concepts; understand, analyse and interpret financial statements: Profit Statement, Balance Sheet and Cashflow Statement Understand the vital difference between profit and cashflow; identify the key components of working capital and how they can be managed to generate strong cashflow Evaluate pricing decisions based on an understanding of the nature of business costs and their impact on gross margin and break-even sales; managing pricing, discounts and costs to generate strong business profits; understand how lean manufacturing methods improve profit Use powerful analytical tools to measure and improve the performance of their own company and assess the effectiveness of their competitors Apply and interpret techniques for assessing and comparing investment opportunities in capital projects, business acquisitions and other ventures; understand and apply common methods of business valuation Understand the role of business finance in formulating and implementing competitive business strategy; the role of budgeting as part of the planning process and the various approaches to budgeting and performance measurement 1 Basic principles Delivering value to key stakeholders Accounting concepts, GAAP, IFRS and common terms Understanding and using the balance sheet Understanding and using the profit statement Recognising the vital difference between profit and cashflow Understanding and using the cashflow statement What financial statements can and cannot tell us 2 Managing and improving cashflow Sources of finance and their advantages and disadvantages What is working capital and why is it so important? Managing stocks, debtors and creditors Understanding how working capital drives business growth Understanding and avoiding the over-trading trap Unlocking the funds tied up in fixed assets: asset backed loans and leasing 3 Managing and improving profit Understanding how profits generate cashflow The fundamental nature of costs: fixed and variable business costs Understanding gross margin and break-even How common pricing methods affect gross margin and profit Effective strategies to improve gross margin Using value chain analysis to reduce costs Lean manufacturing methodsUnderstanding Just-in-time, 6 Sigma and Kaizen methods Improving profitEffective and defective strategies 4 Measuring and managing business performance Measures of financial performance and strength Investor behaviour: the risk and reward relationship Return on investment (ROI): the ultimate measure of business performance How profit margin and net asset turnover drive return on net assets Why some companies are more profitable that others Understanding competitive advantage: cost and differentiation advantage Why great companies failWhat happened to Kodak? Using a 'Pyramid of Ratios' to improve business performance Using Critical Success Factors to develop Key Performance Indicators 5 Budgeting and forecasting methods Using budgets to support strategy Objectives and methods for effective budgets Using budgets to monitor and manage business performance Alternative approaches to budgeting Developing and implementing Balanced Scorecards Beyond Budgeting Forecasting methods and techniques Identifying key business drivers Using rolling forecasts and 'what-if' models to aid decision-making

This very practical workshop has a simple objective: to help you prepare, design and deliver memorable and high-quality presentations. This programme will help you: Use a proven, structured tool-kit when designing and developing presentations Benefit from short cuts and best practice when designing and using Powerpoint presentations Select the right information, examples, exercises and activities - and use them well Prepare and structure a presentation or session appropriate to the audience, and to best achieve your objectives Maintain audience or group interest Develop and practise presentation skills to improve your voice tone, speech power and body language Use practical methods to control nerves and anxiety - develop higher levels of confidence and credibility Command a room, hold attention and create a high impact 1 Introduction Personal objectives Key messages and learning objectives of the workshop 2 Presentation skills What does good look like? Exercise: Characteristics of high/low impact presentations Presenting yourself as a 'winner' The energy / attitude model Exercise: Being a winner 3 Preparation skills - eight steps to preparing a great presentation, plus Powerpoint tips •The magic circle• How to 'assume the role' when presenting• The eight steps• Step 1 - develop your objectives- The five questions that you must answer before preparing your presentation- Defining your objectives and outcomes- Creating a first draft- Step 1 exercise• Step 2 - analyse your audience- Doing your homework: audience, event, venue- Developing a pre-event check-list- Methods and means for researching your audience- Step 2 exercise• Steps 3 and 4 - structure the main body of your presentation and state the main ideas- Ways to structure your presentation for maximum impact- Balancing and managing content and topics- Organising your information: 6 options and methods- Your 'one main point' and creating a 30-second summary- Steps 3 and 4 exercises• Step 5 - decide on supporting information, using the toolkit- Making your case convincing: ways to support your claims- Selecting and using relevant and interesting examples- Quotes, case studies and printed material- Presenting statistics, tables and graphs- Ways of maintaining visual interest- Transitions and links, creating a 'golden thread'- Step 5 exercise: Creating compelling stories and anecdotes4• Step 6 - create an effective 'opening'- Claiming the stage and creating a good first impression- The three most powerful ways of opening a presentation- The five elements of a strong opening- Step 6 exercise: Participants work individually to prepare an opening, focusing onpersonal introduction, and then deliver to the group, with structured feedback• Step 7 - develop transitions- Step 7 exercise / examples• Step 8 - create an effective close- Signalling and sign-posting; the importance of, and how to do it effectively- Five ways to close a presentation successfully- Step 8 exercise / examples• Presentation design and Powerpoint- An interactive review of participants' own real-life past presentations and advanced tipsand techniques on using Powerpoint effectively 4 Facilitation skills The three main types of group activity - triads, teams and main group How to select the right activity, define the objectives, set it up and run the debrief Using energisers - with examples Exercise: Dealing with 'difficult' behaviours Exercise: Working in triads, design and deliver 5 Tips and tricks: presentation and facilitation 10 reasons why facilitation fails Five golden rules for success Defining the session goals and the facilitation plan Open and closed questions - why and when to use Using a 'car park' to manage unresolved issues Using AV aids - tips and tricks Exercises: Including participants working in pairs to prepare a short section form of one of their own presentations 6 Putting it all together Summary of key learning points Action plan