321 Courses

Medical Administration: Medical Administration Online Would you like to work in a medical environment? This Medical Administration Course will teach you how to create a service user-centred approach to service user care and will also help you learn about the clinical environment. The Medical Administration Course covers all of the most recent topics to keep you up to date with all the necessary information. This excellent Medical Administration Course covers basic to advanced relevant topics, allowing you to improve your skills. Our Medical Administration Course will teach you what are the responsibilities, schedule and maintenance appointments of patients. Also, this Medical Administration Course is ideal for answering the phone and taking questions from patients, patient record filing, updating, and organisation. To gain advanced skills, knowledge, and confidence to pursue a long-term career in this field, enrol in the Medical Administration Course! Learning Outcomes of Medical Administration: Medical Administration Course After completing this Medical Administration: Medical Administration Course, the learner will be able to: Understand the basics of Medical and Clinical Administration. This Medical Administration Course Course teaches how to organise schedules. How to maintain medical records, control stocks and supplies are explained in the Medical Administration Course. Through the Medical Administration Course Course, you can gain in-depth knowledge about the filing systems in medical offices. Understand the concept of patient confidentiality, medical jargon and terminology by the Medical Administration Course. Our Medical Administration Course helps to maintain workplace safety, medical (clinical) coding and billing. Main Course: Level 5 Diploma in Medical & Clinical Administration Free Courses are including with this Medical Administration: Medical Administration Course Along with The Medical Administration Course, We Offer a free Medical Secretary & Receptionist Course Along with The Medical Administration Course, We Offer a free Medical Terminology Course Special Offers of this Medical Administration: Medical Administration Course This Medical Administration: Medical Administration Course includes a FREE PDF Certificate. Lifetime access to this Medical Administration: Medical Administration Course Instant access to this Medical Administration: Medical Administration Course Get FREE Tutor Support to this Medical Administration: Medical Administration Course Medical Administration: Medical Administration Online You will gain a comprehensive understanding of the duties involved in medical and clinical administration by taking this course on medical and clinical administration. You will gain knowledge on everything from managing the flow of medical supplies and stocks to filing private medical records. To make sure you are completely aware of your ethical and legal obligations as an administrator, enroll in this invaluable course on medical and clinical administration right now. Who is this course for? Medical Administration: Medical Administration Online Those who wish to advance their knowledge and skills in Medical Reception and Medical Administration roles should enrol in this Medical Administration: Medical Administration course. Requirements Medical Administration: Medical Administration Online To enrol in this Medical Administration: Medical Administration Course, students must fulfil the following requirements. To join in our Medical Administration: Medical Administration Course, you must have a strong command of the English language. To successfully complete our Medical Administration: Medical Administration Course, you must be vivacious and self driven. To complete our Medical Administration: Medical Administration Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this Medical Administration Course. Career path Medical Administration: Medical Administration Online This Medical Administration: Medical Administration Course will allow you to pursue a variety of careers, including: Healthcare Administrator GP Receptionist Patient Coordinator Medical Assistant Medical Receptionist

Overview of Admin, Secretarial & PA Training In today’s busy UK business world, skilled administrative staff are vital to keeping things running smoothly. The Admin, Secretarial & PA Training sector is a growing £2.8 billion industry, with over 1.2 million professionals working across the country. From large companies in London to smaller businesses in Manchester and Birmingham, trained administrative professionals are always needed. This Admin, Secretarial & PA Training course is designed to help motivated individuals become strong and reliable office support staff. Through this course, learners will study useful Admin, Secretarial & PA Training modules that include personal assistance, managing office tasks, and staying organised. You will also build important skills such as proper telephone manners, writing professional emails and letters, and handling daily responsibilities in a clear and efficient way. Topics like time management, clear communication, arranging meetings, and working with Excel and PowerPoint are all part of the training. These skills help learners stand out when applying for jobs. Admin, Secretarial & PA Training is a smart choice for those who want steady work and career growth. With admin roles growing by 15% every year and average pay around £35,000, this training can lead to rewarding job opportunities. Whether helping top managers or running a busy office, learners finish the course with all the important skills needed in today’s workplace. Learning Outcomes By the end of this Admin, Secretarial & PA Training course, learners will be able to: Provide strong personal assistant and administrative support Organise tasks and manage office work smoothly Answer calls and write emails or letters professionally Manage time well and communicate clearly with others Plan and arrange meetings while understanding body language Use Excel and PowerPoint to complete office jobs Who Is This Course For? This Admin, Secretarial & PA Training is ideal for: People changing careers who want to start in admin roles with a solid base in secretarial and office support School leavers or graduates who want to build important office skills like time management, business writing, and Microsoft Office before starting work Current admin workers wanting to learn more about meeting planning, organising work better, and improving communication Those returning to work after a break and needing to refresh their admin knowledge and learn new tools Small business owners who want to handle office work, client communication, and schedules on their own Process of Evaluation After studying the Admin, Secretarial & PA Training Course, your skills and knowledge will be tested with an MCQ exam or assignment. You have to get a score of 60% to pass the test and get your certificate. Certificate of Achievement Certificate of Completion - Digital / PDF Certificate After completing the Admin, Secretarial & PA Training Course, you can order your CPD Accredited Digital / PDF Certificate for £5.99. (Each) Certificate of Completion - Hard copy Certificate You can get the CPD Accredited Hard Copy Certificate for £12.99. (Each) Shipping Charges: Inside the UK: £3.99 International: £10.99 Career Path Completing this Admin, Secretarial & PA Training can lead to the following roles: Personal Assistant – £18,000 to £35,000 per year Administrative Assistant – £16,000 to £28,000 per year Office Manager – £22,000 to £40,000 per year Executive Secretary – £20,000 to £38,000 per year Reception Manager – £18,000 to £30,000 per year

Medical & Clinical Administration: Medical & Clinical Administration Course Online Enrol on our Medical & Clinical Administration: Medical & Clinical Administration Course to ensure that your Clinic or Medical Facility runs smoothly and efficiently. By studying this Medical & Clinical Administration: Medical & Clinical Administration Course, you will quickly master the difficult task of managing a medical environment and all of its challenges. Whether you're a manager or an administrator, our comprehensive Medical & Clinical Administration: Medical & Clinical Administration Course will prepare you for any situation that may arise in your line of work. This Medical & Clinical Administration: Medical & Clinical Administration Course provides you with a thorough understanding of the medical and clinical administration responsibilities. From filing confidential medical records to controlling the flow of medicinal stocks and supplies, you'll learn everything you need to know. Enrol in this valuable Medical & Clinical Administration: Medical & Clinical Administration Course today to ensure that you are fully aware of your legal and ethical responsibilities as an administrator. Main Course: Level 5 Diploma in Medical & Clinical Administration Courses are included in this Medical & Clinical Administration: Medical & Clinical Administration Course Course 01: Diploma in Medical Receptionist and Secretary Course 02:Diploma in Nurse Prescribing Course 03: Adult Nursing Training Other Benefits of Medical & Clinical Administration: Medical & Clinical Administration Course Free 4 PDF Certificate Lifetime Access Free Retake Exam Tutor Support [ Note: Free PDF certificate as soon as completing the Medical & Clinical Administration: Medical & Clinical Administration Course] Medical & Clinical Administration: Medical & Clinical Administration Course Online This Medical & Clinical Administration: Medical & Clinical Administration Course consists of 10 modules. Course Curriculum of the Level 5 Diploma in Medical & Clinical Administration Module 01: An Overview of Medical and Clinical Administration Module 02: Ways of Organising Schedules Module 03: How to Maintain Medical Records Module 04: Understanding the Filing Systems in Medical Offices Module 05: Maintaining Confidentiality in a Medical Environment Module 06: The Ways of Controlling Stocks and Supplies Module 07: Medical Jargon and Terminology Module 08: Ensuring Safety at Workplace Module 09: The Use of Information Technology in Health Care Module 10: Medical (Clinical) Coding and Billing Assessment Method of Medical & Clinical Administration: Medical & Clinical Administration Course After completing Medical & Clinical Administration: Medical & Clinical Administration Course, you will get quizzes to assess your learning. You will do the later modules upon getting 60% marks on the quiz test. Apart from this, you do not need to sit for any other assessments. Certification of Medical & Clinical Administration: Medical & Clinical Administration Course After completing the Medical & Clinical Administration: Medical & Clinical Administration Course, you can instantly download your certificate for FREE. The hard copy of the certification will also be delivered to your doorstep via post, which will cost £13.99. Who is this course for? Medical & Clinical Administration: Medical & Clinical Administration Course Online This Medical & Clinical Administration: Medical & Clinical Administration Course is ideal for individuals who want to start or advance their careers in Medical Reception and Medical Administration roles. Requirements Medical & Clinical Administration: Medical & Clinical Administration Course Online To enrol in this Medical & Clinical Administration Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Medical & Clinical Administration Course. Be energetic and self-motivated to complete our Medical & Clinical Administration Course. Basic computer Skill is required to complete our Medical & Clinical Administration Course. If you want to enrol in our Medical & Clinical Administration Course, you must be at least 15 years old. Career path Medical & Clinical Administration: Medical & Clinical Administration Course Online After completing this Medical & Clinical Administration: Medical & Clinical Administration Course, you will be able to pursue a variety of careers, including: Healthcare Administrator GP Receptionist Patient Coordinator Medical Assistant Medical Receptionist

Childcare & Education: Childcare & Education Course Online This Childcare & Education: Childcare & Education Course is designed to provide you with a thorough understanding of the role and responsibilities of working with children. It is a comprehensive course that will teach you how to understand and care for young children, as well as how to keep their well-being in mind at all times. Once qualified, you will have the skills and knowledge to work with children from infancy to the age of five. If you want to work in childcare or education or already working in this profession, this certification is a recognised qualification that will make you a valuable asset to an already in-demand and ever-growing profession. Working with children is a rewarding experience, and the Childcare & Education: Childcare & Education Course is ideal for any learner interested in pursuing a career in this field. It is not only rewarding but also a lucrative profession. The competition for childcare jobs has grown over the years, and employers are looking for people with nationally recognised qualifications. Enrol on our Childcare & Education: Childcare & Education Course today and begin your journey to improve your career prospects with the latest skills and the power of self-belief! Learning Objectives After completing the Childcare & Education: Childcare & Education Course, the learner will be able to: Gain a solid understanding of the development from conception to birth and routine screening programmes in the first year of life. Understand the theory and educational frameworks which inform knowledge and understanding of Early Years Practice. Understand the role of the Early Years Practitioner when promoting child development from birth to seven years. Understand children's health and wellbeing. Main Course: Level 3 Award in Childcare and Education Free Courses included with Childcare & Education: Childcare & Education Course: Course 01: Level 4 Child Care and Development Course 02: Level 4 Diploma in Child Psychology [ Note: Free PDF certificate as soon as completing the Childcare & Education: Childcare & Education Course] Childcare & Education: Childcare & Education Course Online Course Curriculum of Childcare & Education: Childcare & Education Course Module 01: Child Development from Conception to Seven Years Module 02: Children's Health and Wellbeing Assessment Method of Childcare & Education: Childcare & Education Course After completing Childcare & Education: Childcare & Education Course, you will get quizzes to assess your learning. You will do the later modules upon getting 60% marks on the quiz test. Apart from this, you do not need to sit for any other assessments. Certification of Childcare & Education: Childcare & Education Course After completing the Childcare & Education: Childcare & Education Course, you can instantly download your certificate for FREE. The hard copy of the certification will also be delivered to your doorstep via post, which will cost £13.99. Who is this course for? Childcare & Education: Childcare & Education Course Online Anyone interested in working in childcare and current practitioners who work in the early years can take this Childcare & Education: Childcare & Education Course. The Childcare & Education: Childcare & Education Course is also ideal for working in childcare with children from birth to 8 years. Requirements Childcare & Education: Childcare & Education Course Online To enrol in this Childcare & Education: Childcare & Education Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Childcare & Education: Childcare & Education Course. Be energetic and self-motivated to complete our Childcare & Education: Childcare & Education Course. Basic computer Skill is required to complete our Childcare & Education: Childcare & Education Course. If you want to enrol in our Childcare & Education: Childcare & Education Course, you must be at least 15 years old. Career path Childcare & Education: Childcare & Education Course Online Upon successful completion of this Childcare & Education: Childcare & Education Course, learners can progress into a variety of unsupervised job roles in the public, voluntary, or private sectors, such as: Early Years Educator Practitioner in day nurseries Practitioner in nursery schools Practitioner in reception classes in primary school

Facial: Level 2 Certificate In Facial Services Are you eagerly searching for a course on facial treatments? Our level 2 certificate in facial services course covers essential facial cosmetic treatments and how to apply them correctly to protect the facial skin, giving you in-depth knowledge about facial skin therapy and facial services. This level 2 certificate in facial services course's main objective is to equip students with the theoretical and practical knowledge of facial skin care procedures. Through the level 2 certificate in facial services course, learners will gain knowledge of facial consultation and facial skin analysis. This level 2 certificate in facial services course also covers washing, massaging, applying, and removing facial masks. In addition, the level 2 certificate in facial services course will teach you how to modify facial therapy to meet the needs of the client and provide essential aftercare instructions for facial treatments. Additionally, client care, communication, and health and safety are covered in this level 2 certificate in facial services course. Enrol this level 2 certificate in facial services course to expand the abilities in a facial-services-related field. Learning Outcome of Level 2 Certificate In Facial Services Course After completing the level 2 certificate in facial services course, learner will know about: Facial massage and tips for a proper facial skincare routine are covered in the level 2 certificate in facial services course. This level 2 certificate in facial services course outlines facial health, safety, and hygiene in the workplace. You will learn facial client care and impressive facial communication in this level 2 certificate in facial services course. Salon reception duties for facial services are also explained in the level 2 certificate in facial services course. Special Offers of this Facial: Level 2 Certificate In Facial Services Course This Facial: Level 2 Certificate In Facial Services Course includes a FREE PDF Certificate Lifetime access to this Facial: Level 2 Certificate In Facial Services Course Instant access to this Facial: Level 2 Certificate In Facial Services Course Get FREE Tutor Support to this Facial: Level 2 Certificate In Facial Services Course Facial: Level 2 Certificate In Facial Services Unlock the secrets of professional skincare with our Facial: Level 2 Certificate in Facial Services. This Facial: Level 2 Certificate in Facial Services course equips you with both theoretical and practical expertise in facial skincare procedures. Learn the art of facial consultation and skin analysis through the Facial: Level 2 Certificate in Facial Services. You'll master techniques such as cleansing, massaging, and mask application in this Facial: Level 2 Certificate in Facial Services. The course also covers tailoring treatments to client needs and giving aftercare advice, along with essential client care, communication, and health and safety skills in the Facial: Level 2 Certificate in Facial Services. Who is this course for? Facial: Level 2 Certificate In Facial Services This advanced level 2 certificate in facial services course is appropriate for anyone who wants to gain experience in this fascinating field. Requirements Facial: Level 2 Certificate In Facial Services To enrol in this Level 2 Certificate In Facial Services Course, students must fulfil the following requirements. To join in our Facial: Level 2 Certificate In Facial Services Course, you must have a strong command of the English language. To successfully complete our Facial: Level 2 Certificate In Facial Services Course, you must be vivacious and self driven. To complete our Facial: Level 2 Certificate In Facial Services Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this Facial: Level 2 Certificate In Facial Services Course. Career path Facial: Level 2 Certificate In Facial Services Students of all backgrounds and skill levels are eligible to enrol in this level 2 certificate in facial services.

Wedding Planner: Wedding Planner Course Online If you want to learn about Wedding Planner: Wedding Planner Course and become an expert in the field, you have arrived at the right place. Wedding Planner: Wedding Planner Course is an advanced level diploma course that analyses and researches the responsibilities and duties of an event planner by providing all the relevant information. Do you have an interest in event planning? Our Wedding Planner: Wedding Planner Course covers everything you need to know about this topic and making a career out of it. To be a successful wedding Planner: wedding Planner, you must be able to multitask dozens of equally important responsibilities. This Wedding Planner: Wedding Planner Course will provide you with a solid practical and theoretical foundation, enhancing your knowledge and skills in this field. The inclusion of a diverse set of optional units enables learners to tailor their qualification to their specific role as well as the needs of their employer. Our Wedding Planner: Wedding Planner Course is designed for both aspiring beginners and experienced professionals who want to learn more about wedding management. This Wedding Planner: Wedding Planner Course will make sure you are more diverse than the others. Enrol Wedding Planner: Wedding Planner Course today and take the next step towards your personal and professional goals. Main Course: Wedding Planner Free Courses: Course 01: Level 7 Diploma in Event Management Course 02: Level 3 Supervising Food Safety in Catering Course 03: Photography Special Offers of this Wedding Planner: Wedding Planner Course: This Wedding Planner: Wedding Planner Course includes a FREE PDF Certificate. Lifetime access to this Wedding Planner: Wedding Planner Course Instant access to this Wedding Planner: Wedding Planner Course 24/7 Support Available to this Wedding Planner: Wedding Planner Course [ Note: Free PDF certificate as soon as completing the Wedding Planner: Wedding Planner Course] Wedding Planner: Wedding Planner Course Online This Wedding Planner: Wedding Planner Course consists of 09 modules. Now is the time to enrol in this Wedding Planner: Wedding Planner Course, learn from the best in the field, and stand out from all other applicants and employees to develop your career in this Wedding Planner: Wedding Planner Course by demonstrating exceptional qualities! Course Curriculum of Wedding Planner: Wedding Planner Course Module 01: Setting the Tone for Your Wedding Module 02: Deciding Who the Participants Will Be Module 03: Planning the Ceremony Location Module 04: How to Set a Realistic Wedding Budget Module 05: How to Buy Wedding Invitations Module 06: How to Choose a Wedding Photographer Module 07: Special Considerations Module 08: The Ceremony Text Module 09: Wedding Reception Assessment Method of Wedding Planner: Wedding Planner Course After completing Wedding Planner: Wedding Planner Course, you will get quizzes to assess your learning. You will do the later modules upon getting 60% marks on the quiz test. Apart from this, you do not need to sit for any other assessments. Certification of Wedding Planner: Wedding Planner Course After completing the Wedding Planner: Wedding Planner Course, you can instantly download your certificate for FREE. The hard copy of the certification will also be delivered to your doorstep via post, which will cost £13.99. Who is this course for? Wedding Planner: Wedding Planner Course Online Our Wedding Planner: Wedding Planner Course is appropriate for anyone looking for their first professional job in this exciting field, or who wants to advance in their current position. Requirements Wedding Planner: Wedding Planner Course Online To enrol in this Wedding Planner: Wedding Planner Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Wedding Planner: Wedding Planner Course. Be energetic and self-motivated to complete our Wedding Planner: Wedding Planner Course. Basic computer Skill is required to complete our Wedding Planner: Wedding Planner Course. If you want to enrol in our Wedding Planner: Wedding Planner Course, you must be at least 15 years old. Career path Wedding Planner: Wedding Planner Course Online Students who successfully complete the Wedding Planner: Wedding Planner Course may pursue a range of jobs.

A hands on, comprehensive wedding flower arranging workshops for beginners, DIY Brides or for those wishing to create beautiful wedding flowers for both the bridal ceremony and reception in fresh flowers, dried flowers or artificial flowers.

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