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Qualification Number Level 1: 603/5291/7 Qualification Number Level 2: 600/3423/3 Minimum entry age 19 Guided Learning Hours Level 1: 30 Guided Learning Hours Level 2: 115  What does this qualification cover?  Level 1: • Know how to deliver good customer service • Know different communication methods • Know how to provide good customer service in line with organisational procedures • Know how to effectively deal with customer queries, problems and complaints. Level 2: • The principles of customer service • How customer needs and expectations are formed • The principles of responding to customers' problems or complaints • Interpersonal and team working skills • How to meet customer needs and expectations • Communicating effectively with customers • Legislation which supports the customer service process Who is it suitable for?  This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments. This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? Level 1: The qualification is made up of one mandatory unit: • Unit 1 Customer Service Principles Level 2: The qualification is made up of two mandatory units: • Unit 1 Supporting the customer service environment • Unit 2 Delivery of effective customer service How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

A professional for direct customer support within all sectors and organisation types.

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Our Advanced Customer Service Training equips professionals with the essential skills to provide exceptional service in high-pressure and diverse environments. This course covers key areas like effective communication, conflict resolution, empathy, and the integration of diversity and inclusion. Participants will learn how to anticipate customer needs, manage expectations, and deliver consistent service excellence. By the end of the course, learners will be prepared to enhance customer satisfaction and foster lasting relationships, ensuring every interaction is impactful and effective.

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

leadership management training course customer service training

Train to become a Driving Instructor with Driving Skills Academy and earn up to £40,000 + per annum after meeting all your business and car expenses. If you want to be your own boss and are looking for a well-paid job that you can fit in and around your lifestyle then becoming a driving instructor could be the ideal full time or part time career.

Duration 4 Days 24 CPD hours This course is intended for A Dynamics 365 Business Central core Functional Consultant is responsible for implementing core application setup processes for small and medium businesses. Overview Understand use cases for Business Central modules Set up Business Central Configure Financials Configure Sales and Purchasing Configure Operations Understand Integrationa nd Automation scenarios Built and optimized for small and medium businesses, Dynamics 365 Business Central is an application for companies that have outgrown their entry-level business applications. Growing businesses often outgrow their basic accounting software or legacy enterprise resource planning (ERP) systems that are unable to handle increased inventory and transactions, lack integration with other line-of-business systems, and have reporting limitations. Businesses are also challenged with the logistics of providing services that have more scalability, increased mobility, and availability in the cloud. With Business Central, you can manage your financials, automate and secure your supply chain, sell smarter, improve customer service and project performance, and optimize your operations. Introduction to Business Central Modules Introduction to Business Central Technology overview Navigate the user interface Master data for the Sales and Purchase process Application Setup Create and configure a new company Migrate data to Business Central Manage Security Set up core app functionality Set up dimensions Configure Financials Set up Finance Management Set up the Chart of Accounts Set up posting groups General Journals Set up Cash Management Set up Accounts Payables Set up Accounts Receivables Configure Sales and Purchasing Set up Inventory Configure prices and discounts Operations Purchase items Sell items Process financial transactions Inventory costing Integration and Automation Set up and use approvals with workflows Connect Power Apps Connect Power Automate Connect Power BI

Duration 3 Days 18 CPD hours This course is intended for Security professionals. This module is intended for everyone who is involved in the implementation, evaluation and reporting of an information security program, such as an Information Security Manager (ISM), Information Security Officer (ISO) or a Line Manager, Process Manager or Project Manager with security responsibilities. Basic knowledge of Information Security is recommended, for instance through the EXIN Information Security Foundation based on ISO/IEC 27001 certification. Overview The module Information Security Management Professional based on ISO/IEC 27001 (ISMP.EN) tests understanding of the organizational and managerial aspects of information security.The subjects of this module are: Information security perspectives: business, customer, service provider/supplier Risk Management: analysis, controls, remaining risks Information security controls: organizational, technical, physical. Information security is the preservation of confidentiality, integrity and availability of information (ISO/IEC 27000 definition). Information security is gaining importance in the Information Technology (IT) world. Globalization of the economy is leading to an ever-increasing exchange of information between organizations (their staff, customers and suppliers) and an explosion in the use of networked computers and computing devices. The core activities of many companies completely rely on IT. Enterprise resource planning (ERP) management systems, the control systems that govern how a building runs or a manufacturing machine functions, day-to-day communications - everything - runs on computers. The vast majority of information - the most valuable commodity in the world - passes through IT. Information is crucial for the continuity and proper functioning of both individual organizations and the economies they fuel; this information must be protected against access by unauthorized people, protected against accidental or malicious modification or destruction and must be available when it is needed. Companies and individual users of technology are also beginning to understand how important security is and are beginning to make choices based on the security of the technology or service. Information Security Perspectives The candidate understands the business interest of information security The canidate understands the customer perspective on governance The candidate understands the supplierïs responsibilities in security assurance Risk Mangement The candidate understands the principles of risk management The candidate knows how to control risks The candidate knows how to deal with remaining risks Information Security Controls The candidate has knowledge of organizational controls The candidate has knowledge of technical controls The candidate has knowledge of physical, employment-related and continuity controls