279 Courses

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.

Overview Education and training can significantly influence one's ability to flourish. This Focus Awards Level 4 Certificate in Education and Training (RQF) qualification will encourage you to think strategically and critically, allowing you to perform successfully.This 36-credit Level 4 Certificate in Education and Training (RQF) qualification is offered by Focus Awards. This honourable awarding organisation is regulated by Ofqual and assures competence and recognition of your qualifications.The remarkable course is crafted into mandatory and optional units so you can acknowledge the concepts better. It starts with the basic insights and proceeds towards advanced levels to encourage you to focus. It covers almost every aspect of education and training. You will discover ingenious ways to teach, learn, and assess alongside other professional practices. You'll become a useful employee capable of innovating, tackling challenges, and progressing on your own. So what are you waiting for? Roll up your sleeves and get yourself enrolled in this thriving certification! Benefits You Will Gain Top-notch e-learning materials Modules availability 24/7 An easy-to-use online learning platform Flexible learning hours Recognised qualification Exquisite customer service Qualification Focus Awards Level 4 Certificate in Education and Training (RQF) Description Learners must complete all mandatory units totalling 21 credits along with 15 credits from the remaining optional units to create a total credit value of 36.From this qualification, you will: Know the roles, responsibilities and relationships in education and training. Understand how to assess learners in education and training. Develop and prepare resources for learning and development. Meet the needs of learners. Qualification Purpose The Focus Awards Level 4 Certificate in Education and Training (RQF) qualification is designed to provide students with knowledge and understanding of delivering education and training, assessing learners, using resources, and understanding the roles and responsibilities in relevant fields. Who is this course for? Individuals interested in pursuing a career as an Education and Training Specialist, Teacher or other related fields. Requirements This qualification has no specific entry requirements. However, the learners must be at least 18 or above. Progression Upon successfully completing this qualification, learners may wish to continue their development by undertaking the following qualification. Level 5 Diploma in Education and Training (RQF) Total Qualifications Time  Total Qualification Time is comprised of GLH and an estimate of the number of hours a learner is likely to spend in preparation, study or any other learning, including assessment, which takes place as directed by, but not under the supervision of a lecturer, supervisor or tutor. Total Qualification Time for this qualification is 360 hours.The credit for this qualification is 36. Guided Learning Hours These hours are made up of all contact time, guidance or supervision of a learner by a lecturer, supervisor, tutor, trainer or other appropriate providers of education or training. Guided Learning Hours for this qualification is 140. Method of Assessment The Focus Awards Level 4 Certificate in Education and Training (RQF) is internally assessed, and each student must construct a portfolio of evidence demonstrating the achievement of all learning outcomes and assessment criteria linked with each unit, like- Assessor observation - completed observational checklists on related action plans. Witness testimony Learner product Worksheets Assignments / projects / reports Record of oral and written questioning Learner and peer reports Recognition of prior learning (RPL) Career Path Education and Training Specialist Child and Youth Program Assistant Academic Advisor English Educator Teacher Professional Trainer Course Curriculum 42 sections • 187 lectures • 00:00:00 total length •Induction Form: 00:00:00 •Registration Entry Form: 00:00:00 •0 - Certificate Units - Information for Delivery: 00:00:00 •0 - Resource Information and Terms and Conditions of Use: 00:00:00 •At018c - Pre Course Assessment Certificate: 00:00:00 •At050c - Sample Action Plan for the Certificate in Education and Training: 00:00:00 •Pgu1c - Guidance for Evidencing Achievement - Understanding Roles , Responsibilities and Relationships: 00:00:00 •Sau1c - Self Assessment Grid - Understanding Roles, Responsibilities and Relationships: 00:00:00 •G9001C - Information leaflet - An introduction to the Certificate in Education and Training: 00:00:00 •G9002C - Information leaflet - Teaching Roles, Responsibilites, Relationships and Boundaries: 00:00:00 •G9003C - Information leaflet - Legislation, Regulatory Requirements, Codes of Practice: 00:00:00 •G9007C - Information leaflet - Promoting Equality and Valuing Diversity: 00:00:00 •G9008C - Information leaflet - Promoting Appropriate Behaviour and Respect: 00:00:00 •I0001A - PP - Learner Needs and Points of Referral: 00:00:00 •I9001C - Information leaflet - Learner Needs and Points of Referral: 00:00:00 •M9063a - Information Leaflet - Beginners Guide to Referencing: 00:00:00 •G0001C - PP - An Introduction to the Certificate in Education and Training: 00:00:00 •G0002A - PP - Teaching Roles, Responsibilities, Relationships and Boundaries: 00:00:00 •G0003A - PP - Legislation, Regulatory Requirements and Codes of Practice: 00:00:00 •G0007A - PP - Promoting Equality and Valuing Diversity: 00:00:00 •G0008A - PP - Promoting Appropriate Behaviour and Respect: 00:00:00 •H9001 - Handout - Identifying Inequality: 00:00:00 •H9002 - Handout - Learner Differences: 00:00:00 •H9003 - Handout - Ways to promote and advance equality: 00:00:00 •H9004 - Glossary of educational terms: 00:00:00 •H9005 - Educational abbreviations and acronyms: 00:00:00 •H9007 - Demonstrating good practice to promote inclusion: 00:00:00 •H9008 - Handout - Safeguarding Prevent British Values: 00:00:00 •H9010 - Handout - Table of examples of teaching roles and responsibilities: 00:00:00 •H9011a - Handout - Boundaries of Teaching: 00:00:00 •H9014C - Verbs used in the Certificate in Education and Training units: 00:00:00 •H9015 - Handout - the Teaching and Learning Cycle: 00:00:00 •H9020a - Handout - Table of Examples of Potential Needs and Points of Referral: 00:00:00 •H9051 - Handout - Tips for New Teachers and Trainers: 00:00:00 •HC004 - Checklist for Equality and Diversity: 00:00:00 •Hc012 - Checklist for Teaching: 00:00:00 •I9011- Handout - Equality and Diversity - Glossary of Terms: 00:00:00 •0 - Certificate Units - Information for Delivery: 00:00:00 •0 - Resource Information and Terms and Conditions of Use: 00:00:00 •Pgu2c - Guidance for Evidencing Achievement - Planning to Meet the Needs of Learners: 00:00:00 •Sau2c - Self Assessment Grid - Planning to Meet the Needs of Learners: 00:00:00 •Atmc01 - Checklist - Minimum Core Personal Skills: 00:00:00 •Hc012 - Checklist for Teaching: 00:00:00 •Hc014 - Checklist for Reviewing Own Practice - Planning: 00:00:00 •AT005 - Template - Reflective Learning Journal: 00:00:00 •At007 - Template - Session Plan Pro-forma: 00:00:00 •At013 - Template - Scheme of Work Rationale: 00:00:00 •At014 - Template - Scheme of Work: 00:00:00 •At022 - Template - Initial and Diagnostic Assessment: 00:00:00 •At023 - Template - Individual Learning Plan: 00:00:00 •At024 - Template - Group Profile: 00:00:00 •At025 - Template - Workshop Plan: 00:00:00 •C9007 - Information leaflet - Initial and Diagnostic Assessment: 00:00:00 •C9008 - Information leaflet - Devising a Scheme of Work: 00:00:00 •C9009 - Information Leaflet - Designing a Session Plan: 00:00:00 •C9010 - Information Leaflet - the Minimum Core Planning: 00:00:00 •C9011 - Information Leaflet - Reviewing Own Practice Planning: 00:00:00 •C0007 - Pp - Initial and Diagnostic Assessment: 00:00:00 •C0008 - Pp - Devising a Scheme of Work: 00:00:00 •C0009 - Pp - Designing a Session Plan: 00:00:00 •C0010 - PP - The Minimum Core Planning: 00:00:00 •C0011 - PP - Reviewing own Practice Planning: 00:00:00 •C9054 - Group Profile Completed Example: 00:00:00 •A9051a - Handout - Table of Assessment Methods, Approaches and Activities: 00:00:00 •A9058 - Handout - Table of Strengths and Limitations of Teaching and Learning Approaches: 00:00:00 •H9012 - Handout - Table of Resources: 00:00:00 •I9015A - Handout - Example Completed Reflective Learning Journal: 00:00:00 •M9060 - Handout - Example Completed Scheme of Work: 00:00:00 •M9061 - Handout - Completed Example Scheme of Work Rationale: 00:00:00 •M9062 - Handout - Example Completed Session Plan: 00:00:00 •M9064 - Handout - Five Minute Session Plan: 00:00:00 •M9065 - Handout - Example Three Stage Session Plan: 00:00:00 •U9053a - Handout - Table of Objectives at Different Levels: 00:00:00 •0 - Certificate Units - Information for Delivery: 00:00:00 •0 - Resource Information and Terms and Conditions of Use: 00:00:00 •Pgu3c - Guidance for Evidencing Achievement - Delivering Education and Training: 00:00:00 •Sau3c - Self Assessment Grid - Delivering Education and Training: 00:00:00 •Atmc01 - Checklist - Minimum Core Personal Skills: 00:00:00 •Hc003 - Checklist for Verbal, Listening, Non Verbal and Written Communication: 00:00:00 •Hc004 - Checklist for Equality and Diversity: 00:00:00 •Hc005 - Checklist for Demonstrating a Task: 00:00:00 •Hc012 - Checklist for Teaching: 00:00:00 •Hc013 - Observation Checklist - Certificate Units: 00:00:00 •Hc015 - Checklist for Reviewing Own Practice - Delivery: 00:00:00 •AT003 - Template - Personal Development Plan: 00:00:00 •AT005 - Template - Reflective Learning Journal: 00:00:00 •At009 - Template - Self Evaluation of a Delivered Session Pro-forma: 00:00:00 •At021 - Template - Teaching Practice Log: 00:00:00 •At026 - Template - Tutorial Review: 00:00:00 •C9006 - Information Leaflet - Reviewing Own Practice Delivering: 00:00:00 •C9012 - Information Leaflet - Observations and Teaching Practice: 00:00:00 •C9016 - Information Leaflet - Communication With Learners and Others: 00:00:00 •C9022 - Information Leaflet - the Minimum Core Delivering: 00:00:00 •C9023 - Information Leaflet - Teaching and Learning Approaches: 00:00:00 •C9024 - Information Leaflet - an Inclusive Teaching and Learning Environment: 00:00:00 •C9025 - Information Leaflet - Teaching and Learning Theories: 00:00:00 •C9026 - Information Leaflet - Using Technologies in Teaching and Learning: 00:00:00 •C0006 - Pp - Reviewing Own Practice Delivering: 00:00:00 •C0012 - Pp - Observations and Teaching Practice: 00:00:00 •C0016 - Pp - Communication With Learners and Others: 00:00:00 •C0022 - Pp - the Minimum Core Delivering Education and Training: 00:00:00 •C0023 - Pp - Teaching and Learning Approaches: 00:00:00 •C0024 - Pp - an Inclusive Teaching and Learning Environment: 00:00:00 •C0025- Pp - Teaching and Learning Theories: 00:00:00 •C0026 - Pp - Using Technologies in Teaching and Learning: 00:00:00 •A9058 - Handout - Table of Strengths and Limitations of Teaching and Learning Approaches: 00:00:00 •A9060 - Handout - Example Completed Personal Development Plan: 00:00:00 •H9006 - the Environment - Examples of Physical, Social and Learning Aspects: 00:00:00 •H9012 - Handout - Table of Resources: 00:00:00 •H9016 - Handout - Teaching Practice Log Information: 00:00:00 •H9019 - Handout - List of Technologies: 00:00:00 •H9021 - Handout - Advantages and Disadvantages of Using Technology: 00:00:00 •H9022 - Handout - Online Safety: 00:00:00 •H9025 - Examples of Verbal and Non Verbal Communication: 00:00:00 •H9026 - Handout Examples of CPD activities: 00:00:00 •H9027 - Handout Working with an LSA: 00:00:00 •H9031 - Handout Starter and closing activities: 00:00:00 •H9032 - Handout Reviewing Learner Progress: 00:00:00 •H9033 - Handout Individual and Group Tutorials: 00:00:00 •H9034 - Handout Facilitating Group Learning: 00:00:00 •H9035 - Handout Facilitating Individual Learning: 00:00:00 •H9036 - Handout Extension Activities: 00:00:00 •I9015a - Handout - Example Completed Reflective Learning Journal: 00:00:00 •M9057 - Handout - Example Completed Self Evaluation Form: 00:00:00 •0 - Certificate Units - Information for Delivery: 00:00:00 •0 - Resource Information and Terms and Conditions of Use: 00:00:00 •Pgu4c - Guidance for Evidencing Achievement - Assessing Learners in Education and Training: 00:00:00 •Sau4c - Self Assessment Grid - Assessing Learners in Education and Training: 00:00:00 •Atmc01 - Checklist - Minimum Core Personal Skills: 00:00:00 •Hc012 - Checklist for Teaching: 00:00:00 •Hc013 - Observation Checklist - Certificate Units: 00:00:00 •Hc016 - Checklist for Reviewing Own Practice - Assessment: 00:00:00 •AT001 - Templates - Assessment Records: 00:00:00 •AT005 - Template - Reflective Learning Journal: 00:00:00 •At021 - Template - Teaching Practice Log: 00:00:00 •C9012 - Information Leaflet - Observations and Teaching Practice: 00:00:00 •C9017 - Information Leaflet - the Minimum Core Assessing: 00:00:00 •C9018 - Information Leaflet - Reviewing Own Practice Assessment: 00:00:00 •C9019 - Information leaflet - Types of Assessment: 00:00:00 •C9020 - Information Leaflet - Assessment Methods: 00:00:00 •C9021 - Information Leaflet - Making Decisions Giving Feedback and Keeping Records: 00:00:00 •C0012 - Pp - Observations and Teaching Practice: 00:00:00 •C0017 - Pp - The Minimum Core Assessment: 00:00:00 •C0018 - Pp - Reviewing Own Practice Assessment: 00:00:00 •C0019 - Pp - Types of Assessment: 00:00:00 •C0020 - PP - Assessment Methods: 00:00:00 •C0021 - Pp - Making Assessment Decisions, Giving Feedback and Keeping Records: 00:00:00 •A9050 - Handout - Table of Assessment Types: 00:00:00 •A9051a - Handout - Table of Assessment Methods, Approaches and Activities: 00:00:00 •A9053 - Handout - Table of Assessment Requirements: 00:00:00 •A9057 - Handout - Assessor Roles and Responsibilities: 00:00:00 •A9059 - Handout - Completed Example of Assessment Records: 00:00:00 •G9052 - Handout - Table of Advantages and Limitations of Peer and Self Assessment: 00:00:00 •H9016 - Handout - Teaching Practice Log Information: 00:00:00 •H9050 - Handout - Table of Example Teaching Records: 00:00:00 •I9015a - Handout - Example Completed Reflective Learning Journal: 00:00:00 •0 - Certificate Units - Information for Delivery: 00:00:00 •0 - Resource Information and Terms and Conditions of Use: 00:00:00 •Pgu5c - Guidance for Evidencing Achievement - Using Resources for Education and Training: 00:00:00 •Sau5c - Self Assessment Grid - Using Resources for Education and Training: 00:00:00 •Atmc01 - Checklist - Minimum Core Personal Skills: 00:00:00 •Hc012 - Checklist for Teaching: 00:00:00 •Hc013 - Observation Checklist - Certificate Units: 00:00:00 •Hc017 - Checklist for Reviewing Own Practice - Resources: 00:00:00 •AT005 - Template - Reflective Learning Journal: 00:00:00 •At021 - Template - Teaching Practice Log: 00:00:00 •C9012 - Information Leaflet - Observations and Teaching Practice: 00:00:00 •C9013 - Information Leaflet - Using Resources: 00:00:00 •C9014 - Information Leaflet - the Minimum Core Resources: 00:00:00 •C9015 - Information Leaflet - Reviewing Own Practice Resources: 00:00:00 •C0012 - Pp - Observations and Teaching Practice: 00:00:00 •C0013 - PP - Using Resources: 00:00:00 •C0014 - PP - The Minimum Core Resources: 00:00:00 •C0015 - Pp - Reviewing Own Practice Resources: 00:00:00 •H9012 - Handout - Table of Resources: 00:00:00 •H9016 - Handout - Teaching Practice Log Information: 00:00:00 •H9018 - Handout - Hints and Tips for Creating and Using Handouts and Visual Presentations: 00:00:00 •H9023 - Handout - Resource Box: 00:00:00 •H9024 - Handout - Assistive Resources: 00:00:00 •I9015a - Handout - Example Completed Reflective Learning Journal: 00:00:00 •Policy and Regulatory Frameworks on Inclusive Practice: 00:00:00 •Maintaining Inclusive Learning Environment: 00:00:00 •Inclusive Practice Roles and Responsibilities: 00:00:00 •Factors-Influencing-Learning: 00:00:00 •Evaluating Own Inclusive Practice: 00:00:00 •Assignment: Optional Unit 34 - Inclusive Practice: 00:00:00 •Submit Your Assignments: 00:00:00

This is a comprehensive 4 day intensive professional reflexology course. Home study : 5 modules 4-days practical training sessions Portfolio of evidence : 15 treatments as case studies to be completed (min of 15 hours in treatment time) Practical assessment session which includes oral questioning Approximate learning time for the entire course is 50+ hours.

These events are designed to introduce the BOOK & basic ideas behind Understanding & Dealing with Everyday Racism The Six Stages Framework

These events are designed to work on the ideas introduced in Level 1: Understanding & Dealing with Everyday Racism The Six Stages Framework

These events are designed to introduce the BOOK & basic ideas behind Understanding & Dealing with Everyday Racism The Six Stages Framework

Expand your communication skills with our British Sign Language Level 2 course. Dive deeper into BSL with advanced fingerspelling, personal information exchange, and specialized topics like family, weather, and transport. Embrace inclusivity and enhance your linguistic abilities now.

These events are designed to work on the ideas introduced in Level 1: Understanding & Dealing with Everyday Racism The Six Stages Framework

This seminar supports you to implement ideas from the Six Stages Framework. It is designed for those who are reading or have read my book Understanding and Dealing with Everyday Racism- The Six Stages Framework