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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

Course Overview: Did you know that the cleaning industry is one of the fastest-growing sectors in the UK? In fact, the cleaning and janitorial services market is projected to reach a value of £50 billion by 2025. Our British Cleaning Level 5 Diploma course, is designed to equip you with the essential knowledge and skills to excel in this thriving field. With a comprehensive curriculum covering a wide range of cleaning areas, this course provides a solid foundation to understand the intricacies of different cleaning jobs. From house cleaning to commercial kitchen maintenance, from office cleaning to dealing with non-routine waste, you'll gain expertise in diverse aspects of the cleaning profession. Additionally, you'll learn essential business management skills to start your cleaning business or enhance your existing one. So, embark on a rewarding career in the thriving cleaning industry by enrolling in our British Cleaning Level 5 Diploma course today. Key Features of the Course: Receive a CPD certificate upon successful completion Benefit from 24/7 learning assistance for continuous support and guidance Who is This Course For? This British Cleaning Level 5 Diploma is ideal for individuals interested in pursuing a career in the cleaning industry or those already working in the field who wish to upgrade their skills and knowledge. Whether a beginner or an experienced professional, this course will provide valuable insights and techniques to enhance your abilities and advance your career. What You Will Learn: This comprehensive British Cleaning Level 5 Diploma will give you the essential expertise to excel in the dynamic cleaning industry. Explore modules covering many critical areas, from mastering efficient house cleaning techniques to maintaining hygienic kitchens and bathrooms. Gain insights into office cleaning, handling non-routine waste, and ensuring a safe work environment. Learn valuable skills for starting and running a successful cleaning business, including effective planning, customer satisfaction strategies, staff management, and marketing. By embracing this transformative learning experience, you'll acquire the skills and knowledge sought after in the industry, whether starting your career or looking to enhance your expertise. This course equips you with a solid foundation in the cleaning industry and valuable skills to succeed. Discover the importance of the industry across sectors, master house cleaning techniques, and ensure cleanliness in kitchens and bathrooms. Explore office cleaning, waste management, and safety protocols. Gain business skills for starting and growing a cleaning business, such as planning, customer satisfaction, staff management, and marketing. This comprehensive course empowers you to thrive in the competitive cleaning industry, whether starting or advancing your career. Why Enrol in This Course: Enrolling in our British Cleaning Level 5 Diploma course offers several compelling benefits. Firstly, this course has received top reviews from past learners, proving its quality and effectiveness. Additionally, the course has been recently updated to align with the latest industry standards and trends. Requirements: This course has no specific prerequisites, making it accessible to anyone interested in the cleaning industry. Career Path: Upon completing this British Cleaning Level 5 Diploma, you will be well prepared for various exciting career paths in the cleaning industry. Some of the course-related professions and their average UK salaries include: Cleaning Supervisor - £21,000 to £30,000 per year Facilities Manager - £30,000 to £45,000 per year Housekeeping Manager - £20,000 to £35,000 per year Office Cleaner - £15,000 to £20,000 per year Kitchen Steward - £16,000 to £24,000 per year Commercial Cleaner - £16,000 to £22,000 per year Cleaning Business Owner - Salary varies based on the success of your business Certification: Upon completing the British Cleaning Level 5 Diploma, you will receive a CPD (Continuing Professional Development) certificate, recognised globally and providing evidence of your achievement and commitment to professional growth. Course Curriculum 18 sections • 18 lectures • 06:06:00 total length •An Introduction to the Cleaning Job: 00:19:00 •The Diversity of Cleaning Jobs: 00:26:00 •Cleaning Equipment, Products and Clothing: 00:24:00 •House Cleaning: 00:22:00 •Food Kitchen and Commercial Kitchen Cleaning: 00:23:00 •Bathrooms and Toilets: 00:22:00 •Office Cleaning: 00:19:00 •Cleaning External Surfaces and Areas: 00:18:00 •Dealing with Non-Routine Waste: 00:21:00 •Chemical Safety, Keyholding and Alarm Codes for Cleaners: 00:21:00 •Starting a Cleaning Business and Planning for it: 00:14:00 •Running the Business with Quality Service: 00:22:00 •Customer Satisfaction: 00:23:00 •Management of Staff: 00:22:00 •Marketing, Advertising and Sales: 00:24:00 •Expansion Management: 00:17:00 •Business Insurance, Tax and Additional Equipment: 00:24:00 •Assignment - British Cleaning Diploma: 00:05:00

Overview This comprehensive course on Dialectical Behaviour Therapy will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Dialectical Behaviour Therapy comes with accredited certification from CPD, which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this Dialectical Behaviour Therapy. It is available to all students, of all academic backgrounds. ** Completing this course does not imply that you are qualified to work as an Occupational Therapist. If you are seeking a course that fits the HCPC's standards, please contact the HCPC or the RCOT** Requirements Our Dialectical Behaviour Therapy is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G . There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Learning this new skill will help you to advance in your career. It will diversify your job options and help you develop new techniques to keep up with the fast-changing world. This skillset will help you to- Open doors of opportunities Increase your adaptability Keep you relevant Boost confidence And much more! Course Curriculum 17 sections • 17 lectures • 01:08:00 total length •Introduction to Dialectical Behaviour Therapy: 00:07:00 •DBT Working Process: 00:07:00 •DBT Strategies: 00:08:00 •Mindfulness Skills: 00:05:00 •Distress Tolerance Skills: 00:05:00 •Emotion Regulation Skill: 00:03:00 •Interpersonal Effective Skills: 00:02:00 •Multistage Approach of DBT: 00:05:00 •Prioritising Treatment Targets: 00:03:00 •Behavioral Analysis: 00:02:00 •DBT for Borderline Personality Disorder: 00:04:00 •DBT in Depression: 00:04:00 •DBT in Anxiety and Obsessive-Compulsive Disorder: 00:04:00 •DBT in Eating Disorder: 00:03:00 •DBT in Substance Dependence: 00:03:00 •DBT in Suicidal and Self-destructive Behaviour: 00:03:00 •Assignment - Dialectical Behaviour Therapy: 00:00:00

Overview Provide a better future for our planet. Build up your career as an Energy Engineer. This Energy Engineer and Consultant Diploma course has been expertly designed to provide you essential knowledge about every stage of the energy lifecycle. It will also provide invaluable insight into non-renewable energy and renewable energy options, as well as exploring the advantages and disadvantages of each option. Grab this exciting opportunity and train for the job you want. Stand out from the crowd and kickstart your dream career. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Energy Engineer and Consultant Diploma. It is available to all students, of all academic backgrounds. Requirements Our Energy Engineer and Consultant Diploma is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management , Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 1 sections • 10 lectures • 06:30:00 total length •History of Energy Consumption: 00:35:00 •Non-Renewable Energy: 00:30:00 •Basics of Sustainable Energy: 00:30:00 •Fuel Cell: 00:45:00 •Solar Energy: 00:50:00 •Wind Energy: 01:20:00 •Ocean Energy: 00:30:00 •Geothermal Energy: 00:35:00 •Application of Renewable Energy: 00:30:00 •Being Environment-Friendly: 00:25:00

Overview This comprehensive course on Decision Making and Critical Thinking will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Decision Making and Critical Thinking comes with accredited certification which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Decision Making and Critical Thinking. It is available to all students, of all academic backgrounds. Requirements Our Decision Making and Critical Thinking is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 10 sections • 10 lectures • 03:22:00 total length •Introduction to Critical Thinking: 00:21:00 •Critical Thinking and the Judgment of Claims: 00:18:00 •Benefits and Barriers of Critical Thinking: 00:32:00 •Importance of Critical Thinking: 00:16:00 •Recognising a Critical Thinker: 00:22:00 •What Are the Critical Thinking Steps?: 00:17:00 •Critical Thinking Strategies: 00:25:00 •Problem-Solving Through Critical Thinking: 00:25:00 •Decision Making with Critical Thinking: 00:26:00 •Assignment - Decision Making and Critical Thinking: 00:00:00

Overview This comprehensive course on Dialectal Behaviour Therapy (DBT) will deepen your understanding on this topic.After successful completion of this course you can acquire the required skills in this sector. This Dialectal Behaviour Therapy (DBT) comes with accredited certification which will enhance your CV and make you worthy in the job market.So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Dialectal Behaviour Therapy (DBT). It is available to all students, of all academic backgrounds. Requirements Our Dialectal Behaviour Therapy (DBT) is fully compatible with PC's, Mac's, Laptop,Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G.There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 7 sections • 25 lectures • 02:47:00 total length •About the Instructor: 00:02:00 •About the Course: 00:06:00 •Definition of Counselling: 00:07:00 •Counselling & Psychotherapy: 00:07:00 •Approaches in Counselling & Psychotherapy: 00:12:00 •What is DBT?: 00:05:00 •What is 'dialectical'?: 00:06:00 •History & Philosophy of DBT: 00:06:00 •What is 'Mindfulness': 00:08:00 •What is 'Distress Tolerance': 00:00:00 •What is 'Emotion regulation': 00:11:00 •What is 'Interpersonal Effectiveness': 00:06:00 •Multistage approach of DBT: 00:11:00 •The Stages of Treatment in DBT: 00:06:00 •Prioritising Treatments Targets: 00:05:00 •How to set up 'learning environment' for the client: 00:07:00 •How to conduct 'Behavioural Analysis': 00:11:00 •Uses of DBT: 00:03:00 •DBT in the treatment of Borderline Personality Disorder: 00:07:00 •DBT in the treatment of Depression: 00:09:00 •DBT for treatment of Anxiety & OCD: 00:08:00 •DBT for treatment of 'Eating Disorders': 00:08:00 •How effective is DBT?: 00:07:00 •Criticism and Limitations of DBT: 00:05:00 •Thank You and Good Bye!: 00:04:00

Overview The perception of energy and its sources have changed forever. Learn the principles of sustainable power and step into new career opportunities. By taking this course, you will attain a complete appreciation of the energy industry and your role as a consultant. This Energy Consultant Course Level 3 course provides the full range of knowledge that you will need to operate as an influential advisor in this area. This means you will be trained to understand the uses and limits of environmentally friendly power and its many forms. From solar energy to wind turbine technology, you will be in the perfect place to help clients with their choices. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Energy Consultant Course Level 3. It is available to all students, of all academic backgrounds. Requirements Our Energy Consultant Course Level 3 is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G.There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management , Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 10 sections • 10 lectures • 03:41:00 total length •An Introduction to Sustainable Energy: 00:16:00 •Solar Energy: Thermal: 00:17:00 •Solar Energy: Photovoltaics: 00:22:00 •Wind Energy: 00:26:00 •Bioenergy: 00:27:00 •Geothermal Energy: 00:25:00 •Tidal Energy: 00:22:00 •Environmental Impacts: A Global and Regional Assessment: 00:26:00 •Renewable Energy and Sustainable Development: 00:21:00 •The Future of Renewable Energy in the UK into the 2020s and Beyond: 00:19:00

Overview This comprehensive course on Interrogations And Confessions Psychology will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Interrogations And Confessions Psychology comes with accredited certification which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. ** Completing this course does not imply that you are qualified to work as a Practitioner Psychologist. If you are seeking a course that fits the HCPC's standards, please contact the HCPC or the RCSLT. ** How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Interrogations And Confessions Psychology. It is available to all students, of all academic backgrounds. Requirements Our Interrogations And Confessions Psychology is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 8 sections • 8 lectures • 02:22:00 total length •The English Law on Confessions: 00:23:00 •Interrogation in Britain: 00:21:00 •The Royal Commission Research: Persons at Risk amid Police Custody: 00:19:00 •Identifying 'Oppressive' Police Interviewing Tactics in Britain: 00:19:00 •Theories of Reason of Confession by Suspects: 00:20:00 •The Psychological Assessment of False Confession: 00:19:00 •The Effects of Drugs and Alcohol Upon the Reliability of Testimony Interrogation Techniques and Miscarriages of Justice: 00:21:00 •Assignment - Interrogations And Confessions Psychology: 00:00:00

Overview This comprehensive course on CCTV Operator Course will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This CCTV Operator Course comes with accredited certification from CPD, which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this CCTV Operator Course. It is available to all students, of all academic backgrounds. Requirements Our CCTV Operator Course is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Learning this new skill will help you to advance in your career. It will diversify your job options and help you develop new techniques to keep up with the fast-changing world. This skillset will help you to- Open doors of opportunities Increase your adaptability Keep you relevant Boost confidence And much more! Course Curriculum 9 sections • 9 lectures • 01:21:00 total length •Operational Requirement: 00:12:00 •CCTV Operator Skills and Ability: 00:11:00 •Basics of CCTV: 00:10:00 •Technical Guidance: 00:09:00 •Monitoring CCTV Cameras: 00:10:00 •Watch Surveillance: 00:09:00 •Data Protection Regulations: 00:10:00 •Job Requirements of a CCTV Operator: 00:10:00 •Assignment - CCTV Operator Course: 00:00:00

Overview This comprehensive course on Construction Safety will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Construction Safety comes with accredited certification, which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this Construction Safety. It is available to all students, of all academic backgrounds. Requirements Our Construction Safety is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 13 sections • 13 lectures • 05:15:00 total length •Managing Health and Safety: 00:29:00 •Risk Assessment and Common Risks: 00:20:00 •Health and Safety Guidelines and Legislations: 00:24:00 •Reporting Accidents at Work: 00:17:00 •General Site Issues: 00:29:00 •Working at Height: 00:27:00 •Excavation Work and Confined Spaces: 00:32:00 •Work Equipments: 00:29:00 •Manual and Mechanical Handling: 00:28:00 •Chemical and Biological Health Hazards and Control: 00:30:00 •Electrical Hazards and Control: 00:27:00 •Fire Hazards and Control: 00:23:00 •Assignment - Construction Safety: 2 days