1970 Courses delivered On Demand

In this course, you will learn everything you need to know about working with Git and GitHub. By the end of this course, you will have the knowledge and confidence you need in order to apply for a job, work in a team, or work on open-source projects.

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

Ideal for beginners, the Complete Java Developer Course: From Beginner to Master is designed to get you coding in Java as quickly and confidently as possible. You will learn all the theory behind the code, while also building some exciting portfolio projects such as Mad Libs clone, tic-tac-toe, and more.

Learn Flask, the simple yet powerful Python web framework. This course is a ridiculously simple way to learn Flask in less than a weekend.

MOS Core Excel - 77-727 : Complete Techniques for Exam Success

Project Management Template Kit and Checklists

This course will help you get a deeper understanding of Robotic Process Automation (RPA) with hands-on experience by helping you build your own automated robot using UiPath Studio.

Welcome to this course on SwiftUI animations iOS 16. This is a fun-to-code course with multiple hands-on projects geared toward various skill levels. Each project is marked 'Easy', 'Intermediate', or 'Advanced', allowing you to start coding projects according to your skill level and gradually move on to the higher levels when ready.

This course will teach you the fundamentals of Jenkins and how to continually implement and deploy codes in a DevOps environment. You will also learn how to integrate automated tests to verify the build pipelines and set up code quality reporting.

Unlock the creative potential of generative AI while navigating ethical and legal challenges in this theory-based course. Learn the strengths and limitations of AI, from content creation to breaking through creative block, and gain insights into bias and plagiarism.