52 Induction courses in Cardiff

Appointed Person (N401)

The aim of the CCNSG Safety Passport is to ensure a basic knowledge of health and safety for all site personnel to enable them, after appropriate site induction, to work on site more safely with lower risk to themselves and others. Book via our website @ ESS | Training Courses | Vp ESS (vp-ess.com) or via email at: esstrainingsales@vpplc.com or phone on: 0800 000 346 or via email at: esstrainingsales@vpplc.com or phone on: 0800 000 346

This one day course provides an excellent introduction to managing and supervising volunteers covering the skills, paperwork and processes needed to recruit, induct and support them. The course can be expanded to run as a series of half day sessions and can also be adapted to the specific needs of organisations who would like the session to be run in-house.

This qualification is for tutors, trainers, or assessors, who are new into their role and looking for development of teaching, training and assessment skills. The qualification is made up of a range of units which can be adapted to any learning and development role, so, whether you are working with groups or individuals; delivering training in classrooms, in the workplace or online; planning training sessions or developing resources, units can be combined to suit your role and career objectives. This qualification is an expansion of the Level 3 Award in Education and Training qualification; it also contains the Assessor units for anyone looking to become a qualified assessor. Please see this link for the full qualification breakdown. This qualification is delivered though monthly workshops and mentoring visits from our Learning Advisor, who will support and advise you to develop your knowledge and skills in learning and development. You will also carry out self study and develop training sessions and materials. The course takes between 9-15 months to complete. You will be able to: Plan and deliver engaging and inclusive teaching and training sessions Adapt training and assessment to meet learners’ individual needs Facilitate learning one to one or in groups Have the option to complete the Assessor qualification as part of the course Use reflective practice to improve on your training and assessment skills Access funding for this qualification as part of an Apprenticeship programme *eligibility criteria apply Further Information To access the apprenticeship funding you must: Be new into role within the last 12 months (and be able to provide a contract with your start date in the role) Complete Essential Skills in Communication, Application of Number and Digital Literacy (or provide GCSE Certificates to be exempt). Workshops are provided. Live or work in Wales Be employed / self employed for a minimum of 16 hours per week Workshops include: • Course induction and Reflective Practice • The purpose and context of Learning and Development • Inclusive Practice: Universal Design for Learning • Session Planning • Teaching Methods and approaches • Micro-teach • The Principles and Practices of Assessment (optional) Partnerships This qualification is delivered in partnership with ALS training who provide funding from the Welsh Government Benefits Gain confidence in your teaching and training skills Gain an industry recognised qualification Learn from our experienced Learning Advisor and have bespoke support and guidance Discover practical tools and techniques you can apply in your training and assessment Develop your own professional network When? The next course start date is June 2024 Where? The workshops are held online. The mentoring visits can either be online or in person depending on location and preference Who? This course is for tutors, trainers or assessors who are new into role within the last 12 months Cost For anyone living or working win Wales, this can be fully funded as part of an Apprenticeship Programme. Please enquire at our office on 029 21679037 for eligibility criteria. 

About this Training Course Wind has surpassed hydro-power generation in many countries recently. Wind energy offers many advantages, which explains why it's one of the fastest-growing energy sources in the world. The following are the advantages of wind power: Wind power is cost effective: Land-based utility-scale wind is one of the lowest-priced energy sources available today The fuel for wind power is free. This reduces the operation and maintenance cost of wind power plants significantly Wind is a clean source of power generation that does not pollute the air like power plants which rely on combustion of fossil fuel Wind power plants create jobs. Wind turbine technician is the fastest growing career in many countries Wind enables industry growth and competitiveness due to its low cost Wind power is a domestic source of energy. The wind supply is abundant and inexhaustible. The wind power generation capacity has become the largest source of renewable power in many countries Wind turbines can be built on existing farms and ranches. This greatly benefits the economy in rural areas, where most of the best wind sites are found. Wind power plant owners make rent payments to the farmers or ranchers for the use of their land, providing landowners with additional income This 5 half-day course covers all aspects of wind power plants including evaluation of a potential location for a wind power plant using wind data and using statistical distributions to approximate available wind energy at a wind power plant site. It provides also an in-depth understanding of all wind power plant equipment including wind turbines, generators, instrumentation and control systems, drive trains, gearboxes, doubly fed induction generators, synchronous generators, nacelles, towers, transformers, etc. The economics of a wind power plant including economic analysis of wind power generation, economic comparison between a large- and small-scale wind power plant, economic decision making, rate of return from a wind power plant, economic life and replacement of a wind power plant as well as the cost of electricity from wind power plants are covered in detail in this course. A thorough explanation of the design, operation and maintenance of on-shore and off-shore wind farms is presented in detail in this course as well as all the significant improvements that have been made to wind power generating plants during the last two decades. Training Objectives Evaluation of a Potential Location for a Wind Power Plant Using Wind Data: Learn how to evaluate the potential location for a wind turbine power plant using wind data. Using Statistical 'Rayleigh' Distribution to Approximate Available Power Generation from a Wind Turbine at a Specific Site: Learn how to use statistical 'Rayleigh' distribution to approximate available power generation from a wind turbine at a specific site. Calculate the Wind Energy Available at a Site: Gain an understanding on how to calculate the wind energy available at a site. Rated Capacity of a Wind Facility and Capacity Factor: Understand how to determine the rated capacity of a wind facility and its capacity factor. Designing a Wind Power Generating Plant: Learn how to design a wind power generating plant. Wind Power Plant Equipment Operation and Maintenance: Understand the operation and maintenance requirements for all wind power plant equipment including wind turbines, generators, nacelles, towers, transformers, etc. Wind Power Plant Instrumentation and Control Systems: Gain a thorough understanding about the latest instrumentation and control systems of wind power plants. Economics of Wind Power Plants: Gain a thorough understanding of the economics of wind power plants including economic analysis of wind power generation, economic comparison between a large- and small-scale wind power plant, comparison of alternatives, rate of return from a wind power plant, financial statements for a wind power plant, cost of electricity from a wind power plant, and levelized cost of wind energy.   Target Audience Engineers of all disciplines Managers Technicians Maintenance personnel Other technical individuals Training Methods Your specialist course leader relies on a highly interactive training method to enhance the learning process. This method ensures that all participants gain a complete understanding of all topics covered. The training environment is highly stimulating, challenging, and effective because the participants will learn by case studies which will allow them to apply the material taught to their own organization. Each delegate will receive a soft copy of the following materials written by the instructor: POWER GENERATION HANDBOOK' second edition, published by McGraw-Hill in 2012 (800 pages) Wind Power Generating Plant Manual (500 pages) POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information post training support and fees applicable Accreditions And Affliations

About this Training Course This course will provide a comprehensive, foundational content for a wide range of topics in power system operation and control. With the growing importance of grid integration of renewables and the interest in smart grid technologies, it is more important than ever to understand the fundamentals that underpin electrical power systems. Training Objectives Basic Terminology and Concepts of Electrical Systems: Gain an understanding of the basic terminology and concepts of electrical systems and the structure of a power system Transmission Line Parameters: Learn in detail all the transmission line parameters including line resistance, line inductance, transposition of transmission lines, and capacitance of transmission lines Insulators: Understand thoroughly all the various types of insulators, pin type insulators, suspension type or disc insulators, strain insulators, and testing of insulators High-Voltage Direct Current Transmission: Determine the advantages and disadvantages of high voltage direct current transmission, and gain an understanding of all the features of high-voltage direct current transmission Substations and Neutral Grounding: Gain a detailed understanding of all substation equipment, factors governing the layout of substations, station transformers, elements to be earthed in a substation, power system earthing, earthing transformers, bus bar arrangements and gas-insulated substations Distribution System: Learn about the effects of voltage on the conductor volume, distributor fed from one end, distributors fed from both ends at the same voltage, distributors fed from both ends at different voltages, and alternating current distribution Circuit Breakers: Learn about the classification of circuit breakers, plain-break oil circuit breakers, air break circuit breaker, air blast circuit breakers, vacuum circuit breakers, SF6 circuit breakers, rating and testing of circuit breakers Relaying and Protection: Learn all the requirements of relaying, zones of protection, primary and backup protection, classification of relays, electromagnetic relays, induction relays, feeder protection, phase fault protection, reactance relay, static overcurrent relay, differential protection, transformer protection, Buchholz relays, alternator protection restricted earth fault protection, rotor earth fault protection, and negative-sequence protection Economic Operation of Power Systems: Gain an understanding of steam power plants, heat rate characteristics and characteristics of hydro plants Load Frequency Control: Learn about speed governing mechanism, speed governor, steady state speed regulations and adjustment of governor characteristics Voltage and Reactive Power Control: Gain an understanding of impedance and reactive power, system voltage and reactive power, voltage regulation and power transfer Renewable Energy Sources: Learn about solar power, wind power, geothermal energy, biomass and tidal power Restructuring of Electrical Power Systems: Gain an understanding of smart grids, smart grid components, smart grid benefits, and open smart grid protocol Target Audience Engineers of all disciplines Managers Technicians Maintenance personnel Other technical individuals Course Level Basic or Foundation Trainer Your specialist course leader has more than 32 years of practical engineering experience with Ontario Power Generation (OPG), one of the largest electric utility in North America. He was previously involved in research on power generation equipment with Atomic Energy of Canada Limited at their Chalk River and Whiteshell Nuclear Research Laboratories. While working at OPG, he acted as a Training Manager, Engineering Supervisor, System Responsible Engineer and Design Engineer. During the period of time, he worked as a Field Engineer and Design Engineer, he was responsible for the operation, maintenance, diagnostics, and testing of gas turbines, steam turbines, generators, motors, transformers, inverters, valves, pumps, compressors, instrumentation and control systems. Further, his responsibilities included designing, engineering, diagnosing equipment problems and recommending solutions to repair deficiencies and improve system performance, supervising engineers, setting up preventive maintenance programs, writing Operating and Design Manuals, and commissioning new equipment. Later, he worked as the manager of a section dedicated to providing training for the staff at the power stations. The training provided by him covered in detail the various equipment and systems used in power stations. In addition, he has taught courses and seminars to more than four thousand working engineers and professionals around the world, specifically Europe and North America. He has been consistently ranked as 'Excellent' or 'Very Good' by the delegates who attended his seminars and lectures. He written 5 books for working engineers from which 3 have been published by McGraw-Hill, New York. Below is a list of the books authored by him; Power Generation Handbook: Gas Turbines, Steam Power Plants, Co-generation, and Combined Cycles, second edition, (800 pages), McGraw-Hill, New York, October 2011. Electrical Equipment Handbook (600 pages), McGraw-Hill, New York, March 2003. Power Plant Equipment Operation and Maintenance Guide (800 pages), McGraw-Hill, New York, January 2012. Industrial Instrumentation and Modern Control Systems (400 pages), Custom Publishing, University of Toronto, University of Toronto Custom Publishing (1999). Industrial Equipment (600 pages), Custom Publishing, University of Toronto, University of Toronto, University of Toronto Custom Publishing (1999). Furthermore, he has received the following awards: The first 'Excellence in Teaching' award offered by PowerEdge, Singapore, in December 2016 The first 'Excellence in Teaching' award offered by the Professional Development Center at University of Toronto (May, 1996). The 'Excellence in Teaching Award' in April 2007 offered by TUV Akademie (TUV Akademie is one of the largest Professional Development centre in world, it is based in Germany and the United Arab Emirates, and provides engineering training to engineers and managers across Europe and the Middle East). Awarded graduation 'With Distinction' from Dalhousie University when completed Bachelor of Engineering degree (1983). Lastly, he was awarded his Bachelor of Engineering Degree 'with distinction' from Dalhousie University, Halifax, Nova Scotia, Canada. He also received a Master of Applied Science in Engineering (M.A.Sc.) from the University of Ottawa, Canada. He is also a member of the Association of Professional Engineers in the province of Ontario, Canada. POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information post training support and fees applicable Accreditions And Affliations

THE NVQ HAS NO SET DATES. ONCE REGISTERED YOU WILL BE ENROLLED ON THE SYSTEM WITH COMPLETION TIMES BELOW What is an NVQ? An NVQ is a competence-based qualification. The qualification is an International recognised work-based qualification. Once qualified, it will demonstrate to employers that you are skilled and able to perform well in your role at work. This is where you will be able to demonstrate your ability at work and complete a list of job knowledge questions regarding the units in your qualification. It is the candidate’s responsibility to engage with the Assessor and gather the evidence that will match the assessment criteria in your NVQ.   How can the candidate gather the onsite/work evidence and job knowledge questions? Risk Assessment Method Statement Drawings Materials Measuring, Cutting, Positioning, and securing in place what you are installing.   Methods of ways of gathering evidence - Videos – this will be the candidate setting up their video and then demonstrating their skills and ability on site and then upload to the candidate’s portfolio. On site assessment - where your assessor will come out to you and observe you demonstrating your skills. This will depend on the site location and assessors’ location. If the site location is too far for the assessment to take place, it will be solely video evidence. Your Assessor will instruct you on how to complete your videos. Witness testimony - your Assessor will hold a recorded discussion with your manager/supervisor to confirm where, when and how you have completed the work to the specifications. Photos – They can be used as part of an assessment. They will not be accepted if the candidate isn’t in the photo. Photos cannot be used to build up a portfolio but can be used as part of the videos showing the full completed job and also in the Assessors on site assessment observation report.   Job Knowledge Questions account for 65% of the NVQ qualification. These can be saved to your computer and typed as this will be the quickest and easiest route or you can print them out and hand write them. They are very important, and they are written to see if you have the knowledge behind what you are doing on site or at work. The questions are all relevant to the work that you do.   What is the process? Speak to sales - billy@citytraining.com or 0300 373 3337 Complete the City Training Group Registration Form A copy of your photographic ID (Passport or Driving Licence) Once enrolled on the NVQ, your Online portfolio (Quals Direct) and certificate of registration will be set up. You will receive an email from the online platform with your username (your email address) and password. Arrange with your Assessor to complete your Induction. Complete your knowledge questions. Arrange with your Assessor your site assessment. Assessor will contact your Manager/Supervisor for a testimony. Recorded Professional Discussion with you to confirm your ability and authenticate your portfolio. Cost – Level 2 - £750 + Vat. If you would like to add an additional pathway, they would be £300 each added pathway. Level 3 - £950 + Vat. If you would like to add an additional pathway, they would be £300 each added pathway. Time Scale of the NVQ? The NVQ is candidate led. This will depend on how committed the candidate is and how much work the candidate has lined up. Your Assessor cannot complete you without the evidence. For a level 2, we aim to have the candidate completed in 4 – 8 weeks, Level 3 from 4 – 12/16 weeks

Neurodiversity awareness training, Neurodiversity awareness,

About this Virtual Instructor Led Training (VILT) This course will provide a comprehensive, foundational content for a wide range of topics in power system operation and control. With the growing importance of grid integration of renewables and the interest in smart grid technologies, it is more important than ever to understand the fundamentals that underpin electrical power systems. This course provides a thorough understanding of all basic terminology and concepts of electrical systems, structure of a power system, transmission line parameters, insulators, high-voltage direct current transmission, substation and neutral grounding, distribution system, circuit breakers, relaying and protection, power system stability, economic operation of power systems, load frequency control, voltage and reactive power control, renewable energy sources, restructuring of electrical power systems, and smart grids. This course is a MUST for practitioners, consultants, engineers of all disciplines, managers, technicians and all technical personnel who need to learn about electrical power systems. Training Objectives Basic Terminology and Concepts of Electrical Systems: Gain an understanding of the basic terminology and concepts of electrical systems and the structure of a power system Transmission Line Parameters: Learn in detail all the transmission line parameters including line resistance, line inductance, transposition of transmission lines, and capacitance of transmission lines Insulators: Understand thoroughly all the various types of insulators, pin type insulators, suspension type or disc insulators, strain insulators, and testing of insulators High-Voltage Direct Current Transmission: Determine the advantages and disadvantages of high voltage direct current transmission, and gain an understanding of all the features of high-voltage direct current transmission Substations and Neutral Grounding: Gain a detailed understanding of all substation equipment, factors governing the layout of substations, station transformers, elements to be earthed in a substation, power system earthing, earthing transformers, bus bar arrangements and gas-insulated substations Distribution System: Learn about the effects of voltage on the conductor volume, distributor fed from one end, distributors fed from both ends at the same voltage, distributors fed from both ends at different voltages, and alternating current distribution Circuit Breakers: Learn about the classification of circuit breakers, plain-break oil circuit breakers, air break circuit breaker, air blast circuit breakers, vacuum circuit breakers, SF6 circuit breakers, rating and testing of circuit breakers Relaying and Protection: Learn all the requirements of relaying, zones of protection, primary and backup protection, classification of relays, electromagnetic relays, induction relays, feeder protection, phase fault protection, reactance relay, static overcurrent relay, differential protection, transformer protection, Buchholz relays, alternator protection restricted earth fault protection, rotor earth fault protection, and negative-sequence protection Economic Operation of Power Systems: Gain an understanding of steam power plants, heat rate characteristics and characteristics of hydro plants Load Frequency Control: Learn about speed governing mechanism, speed governor, steady state speed regulations and adjustment of governor characteristics Voltage and Reactive Power Control: Gain an understanding of impedance and reactive power, system voltage and reactive power, voltage regulation and power transfer Renewable Energy Sources: Learn about solar power, wind power, geothermal energy, biomass and tidal power Restructuring of Electrical Power Systems: Gain an understanding of smart grids, smart grid components, smart grid benefits, and open smart grid protocol Target Audience Engineers of all disciplines Managers Technicians Maintenance personnel Other technical individuals Course Level Basic or Foundation Training Methods The VILT will be delivered online in 5 half-day sessions comprising 4 hours per day, with 2 x 10 minutes break per day, including time for lectures, discussion, quizzes and short classroom exercises. Additionally, some self-study will be requested. Participants are invited but not obliged to bring a short presentation (10 mins max) on a practical problem they encountered in their work. This will then be explained and discussed during the VILT. A short test or quiz will be held at the end the course. The instructor relies on a highly interactive training method to enhance the learning process. This method ensures that all the delegates gain a complete understanding of all the topics covered. The training environment is highly stimulating, challenging, and effective because the participants will learn by case studies which will allow them to apply the material taught to their own organization. Each delegate will receive a copy of the following materials written by the instructor: 'ELECTRICAL EQUIPMENT HANDBOOK' published by McGraw-Hill in 2003 (600 pages) Introduction to Power Systems Manual (500 pages) Trainer Your specialist course leader has more than 32 years of practical engineering experience with Ontario Power Generation (OPG), one of the largest electric utility in North America. He was previously involved in research on power generation equipment with Atomic Energy of Canada Limited at their Chalk River and Whiteshell Nuclear Research Laboratories. While working at OPG, he acted as a Training Manager, Engineering Supervisor, System Responsible Engineer and Design Engineer. During the period of time, he worked as a Field Engineer and Design Engineer, he was responsible for the operation, maintenance, diagnostics, and testing of gas turbines, steam turbines, generators, motors, transformers, inverters, valves, pumps, compressors, instrumentation and control systems. Further, his responsibilities included designing, engineering, diagnosing equipment problems and recommending solutions to repair deficiencies and improve system performance, supervising engineers, setting up preventive maintenance programs, writing Operating and Design Manuals, and commissioning new equipment. Later, he worked as the manager of a section dedicated to providing training for the staff at the power stations. The training provided by him covered in detail the various equipment and systems used in power stations. In addition, he has taught courses and seminars to more than four thousand working engineers and professionals around the world, specifically Europe and North America. He has been consistently ranked as 'Excellent' or 'Very Good' by the delegates who attended his seminars and lectures. He written 5 books for working engineers from which 3 have been published by McGraw-Hill, New York. Below is a list of the books authored by him; Power Generation Handbook: Gas Turbines, Steam Power Plants, Co-generation, and Combined Cycles, second edition, (800 pages), McGraw-Hill, New York, October 2011. Electrical Equipment Handbook (600 pages), McGraw-Hill, New York, March 2003. Power Plant Equipment Operation and Maintenance Guide (800 pages), McGraw-Hill, New York, January 2012. Industrial Instrumentation and Modern Control Systems (400 pages), Custom Publishing, University of Toronto, University of Toronto Custom Publishing (1999). Industrial Equipment (600 pages), Custom Publishing, University of Toronto, University of Toronto, University of Toronto Custom Publishing (1999). Furthermore, he has received the following awards: The first 'Excellence in Teaching' award offered by PowerEdge, Singapore, in December 2016 The first 'Excellence in Teaching' award offered by the Professional Development Center at University of Toronto (May, 1996). The 'Excellence in Teaching Award' in April 2007 offered by TUV Akademie (TUV Akademie is one of the largest Professional Development centre in world, it is based in Germany and the United Arab Emirates, and provides engineering training to engineers and managers across Europe and the Middle East). Awarded graduation 'With Distinction' from Dalhousie University when completed Bachelor of Engineering degree (1983). Lastly, he was awarded his Bachelor of Engineering Degree 'with distinction' from Dalhousie University, Halifax, Nova Scotia, Canada. He also received a Master of Applied Science in Engineering (M.A.Sc.) from the University of Ottawa, Canada. He is also a member of the Association of Professional Engineers in the province of Ontario, Canada. POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information about post training coaching support and fees applicable for this. Accreditions And Affliations

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.