1478 Insights courses in Edinburgh delivered Live Online

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

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

Have you heard of Q fever? Join this free informative session about the disease and how it impacts herds and flocks in the UK. We will share our findings and bring forward case information, where herds have been impacted by the disease and are now beginning to take control of the disease through a number of steps, including vaccination and biosecurity measures. Q Fever is a disease caused by infection with the bacterium Coxiella burnetii, which can infect cattle, goats, sheep and many other mammals. Studies on the UK cattle herd indicate that Q fever is highly prevalent. Q fever is zoonotic, with those people in direct contact with ruminants at most risk – This will be a great opportunity for those working with livestock or going onto farms, to get the answers to the many questions that this disease raises. Join us for a free webinar to explore the disease behind the “silent troublemaker” that is Coxiella burnetii. Find out how Q-Fever can affect your flock, cattle or goat herds, and some of the challenges with diagnosis and management. Your speakers We are delighted to be joined by our expert guest speakers to share their insights and experiences. Prof Jonathan Statham, MA VetMB DCHP FRCVS. Jonathan is Chief Executive at RAFT Solutions and Professor of Sustainable Livestock Health & Welfare at Harper and Keele Veterinary School, chairing the InSHAW research group there. He is a practicing independent farm veterinary surgeon, graduating from Cambridge University in 1996 and is a partner and chair of Bishopton Veterinary Group. Jonathan is a Fellow and Specialist of the Royal College of Veterinary Surgeons; in 2015 he was awarded the UK Dairy Vet of the year. He is Past-President of the British Cattle Veterinary Association (BCVA), has held a range of representative or policy linked roles and currently sits on the Veterinary Products Committee (VPC) of the VMD, the steering group of the Ruminant Health & Welfare Group and the EU ‘Q fever’ one health panel. He is chair of the Innovate UK Agriculture Sector Group and chair of the Defra Pathway Chairs Group. He is a Fellow of Askham Bryan College and chairs the Animal Health & Welfare Board for England at Defra. He has published widely in the field of sustainable food, herd health, precision livestock farming and breeding technologies. Current key industry roles; ~ Chair Animal Health & Welfare Board for England (AHWBE) ~ Fellow of Askham Bryan College ~ Veterinary Products Committee (VPC) of the Veterinary Medicines Directorate (VMD), ~ Chair Animal Health & Welfare Pathway Chairs Group ~ Member of the GB Ruminant Health & Welfare Steering Group ~ Chair of innovate UK Agriculture Sector Group ~ Member Industry Cattle Mobility Steering Group ~ Member Johnes Disease technical Group ~ Member of International Embryo Transfer Society, Past key industry roles; ~ Past-President of the British Cattle Veterinary Association (BCVA), ~ GB ‘Cattle Health & Welfare Group (CHAWG), ~ GB ‘Sheep Health & Welfare Group’ (SHAWG), ~ Veterinary Policy Group (VPG) of the British Veterinary Association (BVA), ~ Past Director of the Cattle Health Certification Standards (CHeCS), ~ Past-President of the Yorkshire Veterinary Society (BVA) ~ Served on the Veterinary Residues committees (VRC) of the Veterinary Medicines Directorate (VMD), ~ FarmSkills Steering Group Katherine Timms, BVetMed (Hons), MRCVS. Ruminant Veterinary Advisor, Ceva Animal Health Katherine grew up in Leicestershire and went to the Royal Veterinary College, graduating with honours in 2007 before working in mixed practices in the Midlands with dairy, beef and equine clients. Katherine has a busy home life being married to a beef and sheep farmer with three children and having an active involvement in rural life. Katherine joined Ceva Animal Health in 2014 as part of the technical team, covering the UK in the role of veterinary advisor for the ruminant part of the business. Registrations are open to vets, farmers, SQP’s and those in farm supporting roles. Time permitting, the webinar will finish with a brief Q&A session.

What you'll learn Learn the fundamentals of digital marketing and e-commerce to gain the skills needed to land an entry-level job Attract and engage customers through digital marketing channels like search and email Measure marketing performance through analytics and present insights Build e-commerce stores, analyze online performance, and grow customer loyalty

4-Hour Discovery Day - NLP Training Near Me | Ely Wellbeing Neuro Linguistic Programming (NLP) is a collection of models and techniques that provide insights into human psychological processes. Through its various models, strategies and tools, NLP helps people to change their lives by taking control of their thoughts, feelings and behaviours. Our 4 Hour Discovery Day gives you an opportunity to learn the basics of Neuro Linguistic Programming; how it

Duration 2 Days 12 CPD hours This course is intended for Application consultants, Business Analysts, Executives, Technology Consultants, Users Overview By the end of this course, students will be able to:Explain SAP LumiraCreate documents and acquire dataPrepare datasetsVisualize dataShare stories In this course, students will learn how to create stunning and interactive visualizations by choosing a rich library of visualization types, ranging from scatter plots, heat and geo maps to tag clouds, box plots and network charts. Course Outline Positioning and Overview of SAP Lumira Discovery Navigating the BI Launchpad Acquiring Data Enrich the Dataset Create Visualizations Create a Story Sharing Options Using the Lumira Discovery Formula Editor Additional Data Sources Data Mashups

Free Hypnosis Training: Discover Hypnotherapy with SFTA Join us for an exciting online event where you can explore the fascinating world of hypnotherapy. Hosted by the renowned Solution Focused Training Academy Focused, this workshop session is perfect for anyone curious about the power of hypnosis. Whether you're a beginner or have some experience, this event will provide valuable insights and techniques to enhance your understanding. Starting on Tues 3Oth April 2024, at 7.00 pm, our expert trainers will guide you through the fundamentals of hypnotherapy. Discover how hypnosis works its applications in various fields, and learn practical tips to induce hypnotic states. Through interactive sessions and engaging discussions, you'll gain a deeper understanding of the mind and its potential. Don't miss this unique opportunity to delve into the world of hypnotherapy. Reserve your spot today and embark on a journey of self-discovery and personal growth. Register now for this FREE event and unlock the secrets of hypnosis with SFTA! By attending, you'll: Get a hands-on feel for inducing a trance. Embark on a journey through the rich history of hypnosis. Uncover the magic behind the Solution Focused Approach and why it works. Details on our In-person and Distance learning programmes. You'll receive two Self-hypnosis tracks written by Catherine Eland. But wait, there's more! As a token of our appreciation, you will receive a FREE self-hypnosis download to deepen your understanding and help with sleeping, confidence and motivation. So, mark your calendar for Tuesday, April 30th 2024, at 7.00 pm and get ready for a night of enlightenment, intrigue, and a whole lot of fun on Zoom. Are you itching to take your hypnotherapy journey to the next level with our Six-Month Weekend SFTA Hypnotherapy Training course starting in April 2024? Alternatively, you might like a flexible learning experience with our SFTA distance learning course. Visit our website at www.sfta.co.uk. We've got schools across the UK. Or, if you prefer, give our friendly support team a call at 0345 257 0056. Let's make it an unforgettable journey together!