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Customer Service Excellence
By Elite Forums UK
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
Customer Service Excellence
By Elite Forums Events
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
Building and Leading High-Performing Teams
By Elite Forums UK
Course Duration: 1–2 days (or modular format across 3–4 sessions) Target Audience: Managers, team leaders, HR professionals, and anyone responsible for leading or being part of a high-performance team. Course Objectives By the end of this course, participants will be able to: Understand the key characteristics of high-performing teams. Apply strategies to build trust, collaboration, and accountability. Leverage diversity and strengths within the team. Align team goals with organisational objectives. Overcome challenges and navigate through conflict. Measure and sustain high performance over time. Course Outline Module 1: The Foundations of High-Performing Teams What defines a high-performing team? The stages of team development (Tuckman Model: Forming, Storming, Norming, Performing, Adjourning) Key traits of successful teams (trust, collaboration, accountability) The importance of team culture and values Module 2: Team Roles and Dynamics Understanding team roles (e.g., Belbin’s Team Roles, Gallup’s StrengthsFinder) Building diverse teams with complementary skills Encouraging collaboration over competition Strategies for integrating different personalities and work styles Module 3: Leadership for High Performance The role of a leader in high-performing teams Transformational leadership vs transactional leadership Delegation and empowering team members Creating a vision and setting clear expectations Module 4: Building Trust and Effective Communication The role of trust in team performance Building rapport and psychological safety Developing active listening and feedback skills Encouraging open, honest, and transparent communication Module 5: Goal Setting and Alignment The SMART goal framework for teams Aligning team goals with organisational strategy Prioritising and tracking team performance Creating individual and team accountability Module 6: Conflict Management and Problem Solving Understanding and addressing team conflict Strategies for resolving disagreements and promoting collaboration Facilitating difficult conversations Problem-solving techniques and decision-making processes Module 7: Motivation, Recognition, and Sustaining Performance Motivating team members and recognising achievements Building a culture of continuous improvement Measuring team performance (KPIs, feedback loops, 360-degree reviews) Keeping momentum in long-term projects Module 8: Measuring Success and Continuously Improving Tools for measuring team effectiveness (e.g., surveys, team assessments) Adjusting processes and practices to ensure continuous high performance Developing a personal and team action plan for ongoing growth Creating a feedback loop for long-term success Delivery Style Interactive discussions and team exercises Group activities, role-playing, and case studies Practical tools and frameworks for immediate application Peer feedback and group coaching Course Materials Provided Participant workbook with key concepts, templates, and worksheets Team development toolkits (e.g., team assessment forms, feedback templates) Leadership and team-building resources for further learning Personal action plan template for team growth Optional Add-ons Personalised team assessment and tailored development plan Ongoing coaching sessions for team leaders Facilitated team-building activities for real-world application Post-course team performance follow-up and support
Building and Leading High-Performing Teams
By Elite Forums Events
Course Duration: 1–2 days (or modular format across 3–4 sessions) Target Audience: Managers, team leaders, HR professionals, and anyone responsible for leading or being part of a high-performance team. Course Objectives By the end of this course, participants will be able to: Understand the key characteristics of high-performing teams. Apply strategies to build trust, collaboration, and accountability. Leverage diversity and strengths within the team. Align team goals with organisational objectives. Overcome challenges and navigate through conflict. Measure and sustain high performance over time. Course Outline Module 1: The Foundations of High-Performing Teams What defines a high-performing team? The stages of team development (Tuckman Model: Forming, Storming, Norming, Performing, Adjourning) Key traits of successful teams (trust, collaboration, accountability) The importance of team culture and values Module 2: Team Roles and Dynamics Understanding team roles (e.g., Belbin’s Team Roles, Gallup’s StrengthsFinder) Building diverse teams with complementary skills Encouraging collaboration over competition Strategies for integrating different personalities and work styles Module 3: Leadership for High Performance The role of a leader in high-performing teams Transformational leadership vs transactional leadership Delegation and empowering team members Creating a vision and setting clear expectations Module 4: Building Trust and Effective Communication The role of trust in team performance Building rapport and psychological safety Developing active listening and feedback skills Encouraging open, honest, and transparent communication Module 5: Goal Setting and Alignment The SMART goal framework for teams Aligning team goals with organisational strategy Prioritising and tracking team performance Creating individual and team accountability Module 6: Conflict Management and Problem Solving Understanding and addressing team conflict Strategies for resolving disagreements and promoting collaboration Facilitating difficult conversations Problem-solving techniques and decision-making processes Module 7: Motivation, Recognition, and Sustaining Performance Motivating team members and recognising achievements Building a culture of continuous improvement Measuring team performance (KPIs, feedback loops, 360-degree reviews) Keeping momentum in long-term projects Module 8: Measuring Success and Continuously Improving Tools for measuring team effectiveness (e.g., surveys, team assessments) Adjusting processes and practices to ensure continuous high performance Developing a personal and team action plan for ongoing growth Creating a feedback loop for long-term success Delivery Style Interactive discussions and team exercises Group activities, role-playing, and case studies Practical tools and frameworks for immediate application Peer feedback and group coaching Course Materials Provided Participant workbook with key concepts, templates, and worksheets Team development toolkits (e.g., team assessment forms, feedback templates) Leadership and team-building resources for further learning Personal action plan template for team growth Optional Add-ons Personalised team assessment and tailored development plan Ongoing coaching sessions for team leaders Facilitated team-building activities for real-world application Post-course team performance follow-up and support
Online Options
Show all 1189Effective Listening
By Mpi Learning - Professional Learning And Development Provider
This one-day or Two Session workshop will focus on a key but often ignored communication skill: Focused Listening.
Listening is challenged by attention and inference-making problems. Critical listening demands concentration, curiosity, and clarity with organization and evaluation. Discover how to increase understanding and what is the difference between people-orientated, action-orientated, content-orientated and time-orientated. Learning Objectives Demonstrate concentration, curiosity, and clarity as a critical listener, Explain how to give appropriate feedback, Identify five listening styles to meet different needs Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Overview This comprehensive course on Listening Masterclass will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Listening Masterclass 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 Listening Masterclass. It is available to all students, of all academic backgrounds. Requirements Our Listening Masterclass 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 9 sections • 39 lectures • 02:33:00 total length •Introduction: 00:06:00 •What are Good Listening Skills?: 00:04:00 •Pay Attention: 00:03:00 •Show That You're Listening: 00:04:00 •Provide Feedback: 00:04:00 •Defer Judgment: 00:04:00 •Respond Appropriately: 00:04:00 •Difference Between Active and Passive Listening: 00:04:00 •What is Active Listening: 00:04:00 •What is Passive Listening?: 00:04:00 •How Non-verbal Cues Are a Part of Listening: 00:04:00 •Verbal Ques for Active Listening: 00:04:00 •How to Really Listen to Someone: 00:05:00 •Difference between Listening and Hearing: 00:04:00 •Reasons We Hear What We Want To Hear: 00:04:00 •Difference between Listening and hearing: 00:04:00 •We Only Hear What We Want to Hear: 00:05:00 •Are You Really Listening, or Just Waiting to Talk?: 00:05:00 •How to Really Listen to Someone: 00:05:00 •Ways to Improve Your Listening Skills: 00:04:00 •Demonstrate Your Listening Skills By Paraphrasing: 00:04:00 •Make Consistent Eye Contact: 00:04:00 •Ask Open Ended Questions: 00:04:00 •Show You're A Good Listener By Nodding: 00:03:00 •Listen To Understand: 00:04:00 •Types of Listening: 00:03:00 •Appreciative Listening: 00:04:00 •Empathic Listening: 00:03:00 •Comprehensive Listening: 00:05:00 •Discerning Listening: 00:04:00 •Evaluative Listening: 00:04:00 •Benefits of Good Listening Skills: 00:04:00 •You Become a Better Student: 00:04:00 •You Become a Better Friend: 00:03:00 •People Will Perceive You as Intelligent and Perceptive: 00:03:00 •Help Your Public Speaking: 00:04:00 •Benefits of Listening: 00:04:00 •Review: 00:04:00 •Assignment - Listening Masterclass: 00:00:00
Leaders Effective Listening Skills
By Course Cloud
Course Overview Listening is an essential aspect of communication in leadership. To become a successful leader and build positive relationships both inside and outside of the workplace, it is crucial to understand the art of listening. In the Leaders Effective Listening Skills course, you will learn why listening is a powerful nonverbal communication tool, and how to use it to develop your communication and emotional intelligence in the workplace. It explores the key types of listening in detail: active, critical and appreciative, and how to apply these skills to build strong working relationships. This course is not just for leaders and business professionals; anyone can enrol who wishes to learn the art of listening for better communication. Whether you want to apply these skills in your personal or professional life, it will teach you how to use smart listening to interact with people on a much deeper level. This best selling Leaders Effective Listening Skills has been developed by industry professionals and has already been completed by hundreds of satisfied students. This in-depth Leaders Effective Listening Skills is suitable for anyone who wants to build their professional skill set and improve their expert knowledge. The Leaders Effective Listening Skills is CPD-accredited, so you can be confident you're completing a quality training course will boost your CV and enhance your career potential. The Leaders Effective Listening Skills is made up of several information-packed modules which break down each topic into bite-sized chunks to ensure you understand and retain everything you learn. After successfully completing the Leaders Effective Listening Skills, you will be awarded a certificate of completion as proof of your new skills. If you are looking to pursue a new career and want to build your professional skills to excel in your chosen field, the certificate of completion from the Leaders Effective Listening Skills will help you stand out from the crowd. You can also validate your certification on our website. We know that you are busy and that time is precious, so we have designed the Leaders Effective Listening Skills to be completed at your own pace, whether that's part-time or full-time. Get full course access upon registration and access the course materials from anywhere in the world, at any time, from any internet-enabled device. Our experienced tutors are here to support you through the entire learning process and answer any queries you may have via email.
Reflective Listening improves communication by having partners take turns being active listeners. This technique enhances understanding and empathy, fostering healthier and more productive conversations within the relationship. Key areas: communication skills, active listening, empathy, understanding, productive conversations 3 x 1 hour sessions
Imagine a world where every conversation you have is meaningful and impactful. 'Mindful Listening' is designed to transport you to such a world. This course opens with an exploration of mindful listening, introducing you to the profound impact of truly hearing and understanding others. As you navigate through this journey, you will unlock the secrets to not just hearing, but truly comprehending and empathetically engaging with those around you. As you delve deeper into the curriculum, you will explore the relationship between mindfulness, meditation, and effective communication. The skills taught in this course go beyond mere listening; they encompass self-awareness, empathy, and the ability to foster meaningful connections in both personal and professional settings. By the end of your journey, you will have woven mindful listening into the fabric of your daily life, influencing how you interact with the world around you, promoting cultural sensitivity, and making a positive social impact. Learning Outcomes Comprehend the essence of mindful listening and its benefits. Apply mindfulness meditation techniques to enhance listening skills. Develop heightened self-awareness for improved communication. Utilize mindful listening to strengthen relationships. Integrate mindful listening practices into various professional and cultural contexts. Why choose this Mindful Listening course? Unlimited access to the course for a lifetime. Opportunity to earn a certificate accredited by the CPD Quality Standards and CIQ after completing this course. Structured lesson planning in line with industry standards. Immerse yourself in innovative and captivating course materials and activities. Assessments designed to evaluate advanced cognitive abilities and skill proficiency. Flexibility to complete the Course at your own pace, on your own schedule. Receive full tutor support throughout the week, from Monday to Friday, to enhance your learning experience. Unlock career resources for CV improvement, interview readiness, and job success. Who is this Mindful Listening course for? Individuals seeking to improve personal and professional relationships. Professionals in counselling, therapy, or coaching roles. Team leaders and managers in business settings. Educators and trainers aiming to enhance communication skills. Anyone interested in personal development and effective communication. Career path Life Coach - £30,000 to £50,000 Human Resources Specialist - £28,000 to £45,000 Mental Health Counsellor - £27,000 to £42,000 Corporate Trainer - £30,000 to £48,000 Mediator or Conflict Resolution Specialist - £31,000 to £46,000 Customer Service Manager - £29,000 to £44,000 Prerequisites This Mindful Listening does not require you to have any prior qualifications or experience. You can just enrol and start learning.This Mindful Listening was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Certification After studying the course materials, there will be a written assignment test which you can take at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £4.99 Original Hard Copy certificates need to be ordered at an additional cost of £8. Course Curriculum Module 01: Introduction to Mindful Listening Introduction to Mindful Listening 00:16:00 Module 02: The Fundamentals of Mindful Listening The Fundamentals of Mindful Listening 00:20:00 Module 03: Mindfulness Meditation Mindfulness Meditation 00:20:00 Module 04: Developing Self-Awareness Developing Self-Awareness 00:16:00 Module 05: Mindful Communication Mindful Communication 00:21:00 Module 06: Mindful Listening in Relationships Mindful Listening in Relationships 00:19:00 Module 07: Mindful Listening in Professional Settings Mindful Listening in Professional Settings 00:20:00 Module 08: Mindful Listening Practises Mindful Listening Practises 00:20:00 Module 09: Cultivating Empathy and Compassion Cultivating Empathy and Compassion 00:21:00 Module 10: Integrating Mindful Listening into Your Life Integrating Mindful Listening into Your Life 00:20:00 Module 11: Mindful Listening and Cultural Sensitivity Mindful Listening and Cultural Sensitivity 00:22:00 Module 12: Mindful Listening and Social Impac Mindful Listening and Social Impac 00:20:00 Module 13: Final Reflection and Integration Final Reflection and Integration 00:20:00 Mock Exam Mock Exam - Mindful Listening 00:20:00 Final Exam Final Exam - Mindful Listening 00:20:00
