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Customer Service Essentials 1 Day Training in Plymouth

Gain the solid skills and knowledge to kickstart a successful career and learn from the experts with this

Boost Your Career with Apex Learning and Get Noticed By Recruiters in this Hiring Season! Get Hard Copy + PDF Certificates + Transcript + Student ID Card worth £160 as a Gift - Enrol Now Learn how to build a positive public image and attract your target market by enrolling in our expertly designed Level 3- Public Relation Course. This course educates you on precise concepts to build mutually beneficial relations between a company and the public to manage and maintain its reputation. Through this course, you will get equipped with a range of developed skills to maintain and manipulate public opinion in various ways. We will train you to develop effective public relations strategies and campaigns to promote great information flow within your organization. Brace yourself for success in a variety of professional fields by enrolling today! Level 3- Public Relation Course has been rated and reviewed highly by our learners and professionals alike. We have a passion for teaching, and it shows. This Bundle Consists of the following Premium courses: Course 01: Level 3- Public Relation Course Course 02: Customer Relationship Management Course 03: Media and Public Relations Course 04: Telesales Executive Training Course 05: Sales: Psychology of Customers Course 06: Facilities Management Level 3 Course 07: Online Meeting Management Course 08: Effective Communication Skills Diploma Course 09: The Formula to Talk with Strangers Course 10: Public Speaking and Presentation Skill Course Course 11: Touch Typing Essential Skills Level 3 So, enrol now to advance your PR: Public Relation career! How will I get my Certificate? After successfully completing the PR: Public Relation course, you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement. PDF Certificate: Free (Previously it was £10 * 11 = £110) Hard Copy Certificate: Free (For The Title Course) PS The delivery charge inside the UK is £3.99, and the international students have to pay £9.99. The bundle incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can strengthen your PR: Public Relation expertise and essential knowledge, which will assist you in reaching your goal. Moreover, you can learn from any place in your own time without travelling for classes. Curriculum: Course 01: Level 3- Public Relation Course Introduction Concepts Management and Organisation of Public Relations Public Relations Tactics and Research Major Fields of Public Relations Practice Part I Major Fields of Public Relations Practice Part II Social Media and PR Crisis management Ethics & Professionalism in Public Relations Course 02: Customer Relationship Management Module 01: Introduction to Customer Relationship Management (CRM) Module 02: CRM Fundamentals Module 03: CRM Strategies CRM Strategies Module 04: Data Analysis in CRM Module 05: CRM Databases Module 06: Deepening Customer Relationship Module 07: Handling Customer Complaints Module 08: Future of CRM Course 03: Media and Public Relations Module One: Networking for Success (I) Module Two: Networking For Success (II) Module Three: The Meet and Greet Module Four: Dressing for Success Module Five: Writing Module Six: Setting Goals Module Seven: Media Relations Module Eight: Issues and Crisis Communication Planning Module Nine: Social Media (The PR Toolkit) Module Ten: Employee Communications CPD 110 CPD hours / points Accredited by CPD Quality Standards Career path Having this expertise will increase the value of your CV and open you up to multiple job sectors. Certificates Certificate of completion Digital certificate - Included Certificate of completion Hard copy certificate - Included P.S. The delivery charge inside the UK is £3.99, and the international students have to pay £9.99.

48-Hour Knowledge Knockdown! Prices Reduced Like Never Before! This Diploma in Relationship Manager Training at QLS Level 4 course is endorsed by The Quality Licence Scheme and accredited by CPDQS (with 120 CPD points) to make your skill development & career progression more accessible than ever! Are you looking to improve your current abilities or make a career move? If yes, our unique Relationship Manager at QLS Level 4 course might help you get there! It is an expertly designed course which ensures you learn everything about the topic thoroughly. Expand your expertise with high-quality training from the Relationship Manager at QLS Level 4 course. Due to Relationship Manager at QLS Level 4's massive demand in the competitive market, you can use our comprehensive course as a weapon to strengthen your knowledge and boost your career development. Learn Relationship Manager at QLS Level 4 from industry professionals and quickly equip yourself with the specific knowledge and skills you need to excel in your chosen career. The Relationship Manager at QLS Level 4 course is broken down into several in-depth modules to provide you with the most convenient and rich learning experience possible. Upon successful completion of the Relationship Manager at QLS Level 4 course, an instant e-certificate will be exhibited in your profile that you can order as proof of your skills and knowledge. Add these amazing new skills to your resume and boost your employability by simply enrolling in this Relationship Manager at QLS Level 4 course. This Relationship Manager at QLS Level 4 training can help you to accomplish your ambitions and prepare you for a meaningful career. So, join us today and gear up for excellence! Why Prefer This Relationship Manager at QLS Level 4 Course? Opportunity to earn a certificate endorsed by the Quality Licence Scheme & another accredited by CPDQS which is completely free. Get a free student ID card! (£10 postal charge will be applicable for international delivery) Innovative and engaging content. Free assessments 24/7 tutor support. Take a step toward a brighter future! *** Course Curriculum *** Here is the curriculum breakdown of the Relationship Manager at QLS Level 4 course: Module 01: Introduction to Customer Relationship Management (CRM) Module 02: CRM Fundamentals Module 03: CRM Strategies Module 04: Data Analysis in CRM Module 05: CRM Databases Module 06: Deepening Customer Relationship Module 07: Communication Skills Module 08: Negotiation Techniques Module 09: Conflict Management Module 10: Time Management Module 11: Handling Customer Complaints Module 12: Future of CRM Assessment Process You have to complete the assignment questions given at the end of the course and score a minimum of 60% to pass each exam. Our expert trainers will assess your assignment and give you feedback after you submit the assignment. You will be entitled to claim a certificate endorsed by the Quality Licence Scheme after you have completed all of the Diploma in Relationship Manager Training at QLS Level 4 exams. CPD 120 CPD hours / points Accredited by CPD Quality Standards Who is this course for? This Relationship Manager at QLS Level 4 course is perfect for highly motivated people who want to improve their technical skills and prepare for the career they want! Requirements Relationship Manager at QLS Level 4 No prior background or expertise is required. Career path The Relationship Manager at QLS Level 4 course will boost your CV and aims to help you get the job or even the long-awaited promotion of your dreams. Certificates CPDQS Accredited Certificate Digital certificate - Included Diploma in Relationship Manager Training at QLS Level 4 Hard copy certificate - Included Show off Your New Skills with a Certificate of Completion After successfully completing the Diploma in Relationship Manager Training at QLS Level 4, you can order an original hardcopy certificate of achievement endorsed by the Quality Licence Scheme and also you can order CPDQSAccredited Certificate that is recognised all over the UK and also internationally. The certificates will be home-delivered, completely free of cost.

Gain the skills and credentials to kickstart a successful career and learn from the experts with this step-by-step

Gain the skills and credentials to kickstart a successful career and learn from the experts with this step-by-step

Register on the Retail Assistant today and build the experience, skills and knowledge you need to enhance your professional development and work towards your dream job. Study this course through online learning and take the first steps towards a long-term career. The course consists of a number of easy to digest, in-depth modules, designed to provide you with a detailed, expert level of knowledge. Learn through a mixture of instructional video lessons and online study materials. Receive online tutor support as you study the course, to ensure you are supported every step of the way. Get a digital certificate as a proof of your course completion. The Retail Assistant is incredibly great value and allows you to study at your own pace. Access the course modules from any internet-enabled device, including computers, tablet, and smartphones. The course is designed to increase your employability and equip you with everything you need to be a success. Enrol on the now and start learning instantly! What You Get With The Retail Assistant Receive an e-certificate upon successful completion of the course Get taught by experienced, professional instructors Study at a time and pace that suits your learning style Get instant feedback on assessments 24/7 help and advice via email or live chat Get full tutor support on weekdays (Monday to Friday) Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Certification Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £9.99 and PDF Certificate at £4.99. Who Is This Course For: The course is ideal for those who already work in this sector or are an aspiring professional. This course is designed to enhance your expertise and boost your CV. Learn key skills and gain a professional qualification to prove your newly-acquired knowledge. Requirements: The online training is open to all students and has no formal entry requirements. To study the Retail Assistant, all your need is a passion for learning, a good understanding of English, numeracy, and IT skills. You must also be over the age of 16. Course Content Module 01: Introduction to Customer Relationship Management (CRM) Introduction to Customer Relationship Management (CRM)5 00:23:00 Module 02: CRM Fundamentals CRM Fundamentals 00:23:00 Module 03: CRM Strategies CRM Strategies 00:34:00 Module 04: Data Analysis in CRM Data Analysis in CRM 00:29:00 Module 05: CRM Databases CRM Databases 00:22:00 Module 06: Deepening Customer Relationship Deepening Customer Relationship 00:24:00 Module 07: Handling Customer Complaints Handling Customer Complaints 00:21:00 Module 08: Future of CRM Future of CRM 00:26:00 Module 09: Introduction to Retail Associate Introduction to Retail Associate 00:13:00 Module 10: The Qualities of a Retail Associate The Qualities of a Retail Associate 00:21:00 Module 11: Retail Psychology Retail Psychology 00:14:00 Module 12: Importance of Consumer Behaviour Importance of Consumer Behaviour 00:13:00 Module 13: The Importance of Communicating with Customers The Importance of Communicating with Customers 00:19:00 Module 14: Taking Trends and Targeting Customers Effectively Taking Trends and Targeting Customers Effectively 00:12:00 Mock Exam Mock Exam- Retail Assistant 00:20:00 Final Exam Final Exam- Retail Assistant 00:20:00 Order your Certificates & Transcripts Order your Certificates & Transcripts 00:00:00 Frequently Asked Questions Are there any prerequisites for taking the course? There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course. Can I access the course at any time, or is there a set schedule? You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience. How long will I have access to the course? For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime. Is there a certificate of completion provided after completing the course? Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks. Can I switch courses or get a refund if I'm not satisfied with the course? We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase. How do I track my progress in the course? Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course. What if I have technical issues or difficulties with the course? If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.

Unlock the secrets to successful sales and elevate your career with our Sales & Selling Management course. Master the art of effective sales presentations, negotiations, and customer relationships. Explore strategic planning, market analysis, and the synergy between marketing and sales. Develop essential skills in CRM, communication, and customer service. Join us to transform your approach to sales and achieve sustainable growth in today's competitive business landscape.

Tired of browsing and searching for a Advertising course you are looking for? Can't find the complete package that fulfils all your needs? Then don't worry as you have just found the solution. Take a minute and look through this extensive bundle that has everything you need to succeed. After surveying thousands of learners just like you and considering their valuable feedback, this all-in-one Advertising bundle has been designed by industry experts. We prioritised what learners were looking for in a complete package and developed this in-demand Advertising course that will enhance your skills and prepare you for the competitive job market. Also, our experts are available for answering your queries on Advertising and help you along your learning journey. Advanced audio-visual learning modules of these Advertising courses are broken down into little chunks so that you can learn at your own pace without being overwhelmed by too much material at once. Furthermore, to help you showcase your expertise in Advertising, we have prepared a special gift of 1 hardcopy certificate and 1 PDF certificate for the title course completely free of cost. These certificates will enhance your credibility and encourage possible employers to pick you over the rest. This Advertising Bundle Consists of the following Premium courses: Course 01: Digital Marketing Course 02: Strategic Planning and Analysis for Marketing Course 03: Marketing Fundamentals Course 04: Business Branding Course 05: Sales and Marketing Skills Level 3 Course 06: Disruptive Innovation for Business Course 07: Digital Marketing Business Tips Course 08: Social Media Strategist Training Course 09: TikTok Marketing for Business Course 10: Retail Strategy Course 11: Influencing and Negotiating Course 12: Customer Relationship Management Course 13: The Formula to Talk with Strangers Course 14: Cross-Cultural Awareness Training Enrol now in Advertising to advance your career, and use the premium study materials from Apex Learning. How will I get my Certificate? After successfully completing the Advertising course, you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement. PDF Certificate: Free (For The Title Course) Hard Copy Certificate: Free (For The Title Course) The bundle incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can strengthen your Advertising expertise and essential knowledge, which will assist you in reaching your goal. Curriculum of Bundle Course 01: Digital Marketing Section 1: Introduction Section 2: How to Apply the Internet Marketing Process Section 3: The Internet Marketing Strategies That Will Increase Your Sales Section 4: Creating an Internet Marketing Strategy for Your Business Section 5: Structuring and Auditing of Website Course 02: Strategic Planning and Analysis for Marketing Module 1: An Introduction to Strategic Planning Module 2: Development of a Strategic Plan Module 3: Strategic Planning for Marketing Module 4: Strategic and Marketing Analysis Module 5: Internal Analysis Module 6: External Analysis Module 7: Market Segmentation, Targeting and Positioning Module 8: Approaches to Customer Analysis Module 9: Approaches to Competitor Analysis Course 03: Marketing Fundamentals Module 01: Introduction to Marketing Fundamentals Module 02: Definitions of Marketing Module 03: Traditional vs Contemporary Marketing Module 04: Marketing Management Orientations Module 05: Understand your Customers Module 06: Segmentation Course 04: Business Branding Business Course Promo Video Chapter1 Chapter2 Chapter3 Chapter4 Chapter5 Chapter6 Chapter7 Chapter8 Chapter9 Chapter10 Chapter11 Course 05: Sales and Marketing Skills Level 3 Module One - Getting Started Module Two - Understanding the Talk Module Three - Getting Prepared to Make the Call Module Four - Creative Openings Module Five - Making Your Pitch Module Six - Handling Objections And more... Course 06: Disruptive Innovation for Business Module 01: Introduction Disruptive Innovations for Business Module 02: The Three Key Difficulties Module 03: Six Insight on How to grow Disruptive Innovations next to core Course 07: Digital Marketing Business Tips Unit 1: You are Responsible for the Failure or Success of Your Business Unit 2: Why Internet Marketing and Social Media are important for Businesses Unit 3: How Google Search and Display Network Can Increase Your Sales Unit 4: The More You Learn the More You Earn Unit 5: Commitment Unit 6: Telling is not Selling Unit 7: Your Network is your Net-worth Unit 8: How to become Digital Marketing and Sales Expert Course 08: Social Media Strategist Training The Rise of Social Media Conducting Market Analysis Auditing Social Media Setting Goals and Selecting Platforms Creating the Social Media Policy Integrating Marketing Strategies Developing Effective Content Understanding the Popular Platforms Launching Successful Campaigns Managing the Community Providing Customer Service Measuring, Analyzing and Reporting The Social Media Strategist Career Course 09: TikTok Marketing for Business Section 1: Getting Started on TikTok Section 2: TikTok Foundations Section 3: Special Features of TikTok Section 4: How to Monetise Your Audience Section 5: Build Your Credibility Section 6: Build Your Community Section 7: How to Go Viral Course 10: Retail Strategy Module 01: Introduction to Retail Management Module 02: Retail Strategy Module 03: Retail Buying and Merchandising Module 04: Retail Pricing Module 05: Supply Chain Management in Retailing Module 06: The Sales Process and Dealing with Customers at the Checkout Module 07:Importance of Consumer Behaviour Module 08: Taking Trends and Targeting Customers Effectively Module 09: The Importance of Communicating with Customers Module 10: Choosing a Retail Location Module 11: Retail Psychology Module 12: Negotiate the Right Deal with Suppliers Module 13: Develop Store Security Procedures Module 14: Management Skills for Leading Your Team Module 15: Selling in Multiple Channels Module 16: Retail Brand Management Module 17: Health & Safety for Retail Stores Module 18: Consumer Rights Act Course 11: Influencing and Negotiating Unit 01: Influencing Unit 02: Negotiating Course 12: Customer Relationship Management Module 01: Introduction to Customer Relationship Management (CRM) Module 02: CRM Fundamentals Module 03: CRM Strategies CRM Strategies Module 04: Data Analysis in CRM Module 05: CRM Databases Module 06: Deepening Customer Relationship Module 07: Handling Customer Complaints Module 08: Future of CRM Course 13: The Formula to Talk with Strangers Section 01: Course Overview Section 02: The Formula Section 03: Summary Section 04: End Course 14: Cross-Cultural Awareness Training Module 1: Introduction to Cross-Cultural Awareness Module 2: Cross-Cultural Communication Module 3: Corporate Cross-Cultural Awareness Module 4: Cross-Cultural Design Module 5: Cross-Cultural Competency Module 6: Cultural Values Module 7: Working with and Managing a Culturally Diverse Team CPD 150 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Anyone from any background can enrol in this Advertising bundle. Requirements Our Advertising course is fully compatible with PCs, Macs, laptops, tablets and Smartphone devices. Career path Having this Advertising expertise will increase the value of your CV and open you up to multiple job sectors. Certificates Certificate of completion Digital certificate - Included Certificate of completion Hard copy certificate - Included P.S. The delivery charge inside the UK is £3.99, and the international students have to pay £9.99.

Tired of browsing and searching for the course you are looking for? Can't find the complete package that fulfils all your needs? Then don't worry as you have just found the solution. Take a minute and look through this 14-in-1 extensive bundle that has everything you need to succeed in Event Planner and other relevant fields! After surveying thousands of learners just like you and considering their valuable feedback, this all in one Event Planner bundle has been designed by industry experts. We prioritised what learners were looking for in a complete package and developed this in-demand Event Planner course that will enhance your skills and prepare you for the competitive job market. Also, our Event Planner experts are available for answering your queries and help you along your learning journey. Advanced audiovisual learning modules of these courses are broken down into little chunks so that you can learn at your own pace without being overwhelmed by too much material at once. Furthermore, to help you showcase your expertise in Event Planner, we have prepared a special gift of 1 hardcopy certificate and 1 PDF certificate for the title course completely free of cost. These certificates will enhance your credibility and encourage possible employers to pick you over the rest. This Event Planner Bundle Consists of the following Premium courses: Course 01: Event Planning Course 02: Wedding Planner Course 03: Hospitality Management Course Course 04: Party Planner Course 05: Interior Design Professional Diploma Course 06: Drone Photography Course Course 07: Customer Relationship Management Course 08: Catering Management Course 09: Cost Control Process and Management Course 10: Sophisticated Baking and Cake Decorating Level 2 Course 11: Professional Photography Diploma Course 12: Working Effectively Across Cultures Course 13: Leadership Skills for The Future Course 14: Time Management Benefits you'll get choosing Apex Learning: One payment, but lifetime access to 14 CPD courses Certificates, student ID for the title course included in a one-time fee Full tutor support available from Monday to Friday Free up your time - don't waste time and money travelling for classes Accessible, informative modules taught by expert instructors Learn at your ease - anytime, from anywhere Study the course from your computer, tablet or mobile device CPD accredited course - improve the chance of gaining professional skills How will I get my Certificate? After successfully completing the course you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement. PDF Certificate: Free (For The Title Course) Hard Copy Certificate: Free (For The Title Course) If you want to get hardcopy certificates for other courses, generally you have to pay £20 for each. But this Fall, Apex Learning is offering a Flat 50% discount on hard copy certificates, and you can get each for just £10! P.S. Learners inside the UK will enjoy free delivery of the hardcopy certificate, and learners outside the UK will need to pay a £9.99 postal delivery charge. Curriculum of Bundle Course 01: Event Planning Introduction to Event Management Role of an Event Planner Event Classification Events and Clients Steps to Plan an Event Invitation to the Event Event Marketing Catering at Events Event Decorations Cleaning and Waste Disposal Event Security Developing an Event Planning Business Course 02: Wedding Planner An Overview of Wedding Industry Profession of a Wedding Planner Wedding Timelines Wedding Budgets The Vision, Venue, and Theme Determining Food and Beverage and the Wedding Cake Music, Photography and Floral Décor Wedding Attire Setting the Stage: Choosing, Equipping and Decorating Venue Wedding Day Details Post Wedding Activity and Evaluation Starting your Own Wedding Planning Business Course 03: Hospitality Management Course Introduction to Hospitality Management An Overview of Hotel Industry The Process of Selection and Recruitment in Hospitality Industry The Process of Development and Training in Hospitality Industry Management of Front Office Operations Management of Housekeeping, Engineering and Security Operations Management of Food and Beverage Operations Management of Service Quality in Hospitality Industry Marketing in Travel and Tourism Business Accounting in Hospitality Industry Customer Satisfaction E-Hospitality and Technology Course 04: Party Planner Module 01: Introduction to Party Planner Module 02: Types of Parties - Overview Module 03: Skills You Need to Be a Party Planner Module 04: Starting Your Party Planning Business Module 05: Party Planning Business Functions Module 06: Initial Planning & Budgeting Module 07: Guest Demographics Course 05: Interior Design Professional Diploma Introduction to Interior Design Design Principles Project Overview Design Elements Design Elements Practical Components Room by Room Design Popular Interior Designs Sustainable Design Presenting Your Ideas Managing Interior Design Business Course 06: Drone Photography Course Photography Basics Drone Photography Activity Course 07: Customer Relationship Management Module 01: Introduction to Customer Relationship Management (CRM) Module 02: CRM Fundamentals Module 03: CRM Strategies CRM Strategies Module 04: Data Analysis in CRM Module 05: CRM Databases Module 06: Deepening Customer Relationship Module 07: Handling Customer Complaints Module 08: Future of CRM Course 08: Catering Management An Overview of Catering Business Laws and Legislations Regarding food Safety and Hygiene Food Safety and Hygiene Food Safety in Catering Management of Food and Beverage Operations Marketing and Human Resource Course 09: Cost Control Process and Management Introduction & Fundamentals Cost Control process Production Control and Tests Test and Checks in Cost Control Monitoring via reports and Checklist Course 10: Sophisticated Baking and Cake Decorating Level 2 Sophisticated Baking & Cake Design Icing Fondant Making Decorating with Fondant Everything in Brief Course 11: Professional Photography Diploma Introduction Exposure Digital Photography Masterclass Focus and Depth of Field Camera Anatomy White Balance and Color Lighting Mobile Photography Equipment - Cameras Equipment - Lenses Equipment - Accessories Photo Scenario - Portrait Photo Scenario - Long Exposure Photo Scenario - Landscape Photo Scenario - Product Photo Scenario - Low Light Photo Scenario - Sports & Action Photo Scenario - Macro Photo Scenario - Street & Architecture Photo Scenario - Events Photo Scenario - Aerial Photo Scenario - Night Intro to Photo Editing Photoshop CC Lightroom Classic CC Lightroom CC Mac Photos Google Photos Photoshop Express Snapseed Sharing Your Photos Starting a Photo Business Selling Stock Photos Printing Wildlife Conclusion Course 12: Working Effectively Across Cultures Introduction Cultural identity OBSERVE Learn APPLY More practical TIPS Wrap up Course 13: Leadership Skills for The Future Module 01: Introduction to Leadership Module 02: Qualities of a Good Leader and Leadership Module 03: Creativity in Leadership Module 04: Organisational Skills Module 05: Leadership Skills and Competencies Course 14: Time Management Identifying Goals Effective Energy Distribution Working with Your Personal Style Building Your Toolbox Establishing Your Action Plan CPD 145 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Anyone from any background can enrol in this Event Planner bundle. Requirements Our Event Planner course is fully compatible with PCs, Macs, laptops, tablets and Smartphone devices. Career path Having this Event Planner expertise will increase the value of your CV and open you up to multiple job sectors. Certificates Certificate of completion Digital certificate - Included