6007 Courses

This course was developed to offer guidance, expertise, and strategies for handling this challenging environment of the current world.

What will you learn in this course? Understand without any difficulty everything heard or read and express yourselves in complex situations. Communicate with native speakers with ease. Understand the main ideas of abstract topics. Speak with clarity and argue on topics by presenting advantages and disadvantages. Deal with unexpected issues concerning your everyday life (problems related to home, work, friends and family). The main topics to be covered in this course are about feelings, telling stories, achievements, making decisions, advantages & disadvantages, media, greek culture and more.

Dealing with Angry or Rude Customers   Course Description   Copyright Ross Maynard 2021   Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful.   Key Learning Points  On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers.     Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation  L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points     Pre-Course Requirements There are no pre-course requirements     Additional Resources Copy of customer behaviour policy     Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel

This training enables users to administer oxygen safely and effectively to casualties with breathing difficulties. Delegates will learn how and when to administer oxygen to a casualty and the safety concerns with carrying, storing, and administering it.

Our Bowel Care training will enable learners to deliver effective and thorough support to individuals who have difficulty managing their bowel habits due to immobility or illness. Bowel Care training is aimed at support workers with no experience of bowel care and can also be attended by nurses who may like to update their knowledge.

This course is for young learners who: Have completed Level 4. Know how to read, write and speak Greek at a very good level. Understand all the ideas presented in Greek, either spoken or written. Communicate with native speakers Greek without any strain.

Pre-Intermediate English course, face to face in Brighton, A2 level.

This course is for kids and young learners who: Have completed Level 2. Know how to read, write and speak basic Greek. Use a variety of expressions while speaking with family and friends. Communicate with native speakers in simple Greek.

This course is for young learners who: Have completed Level 3. Know how to read, write and speak Greek at a very good level. Use a variety of words and expressions when speaking with family and friends. Communicate with native speakers in Greek without much strain from either party.

This course is for kids and young learners who: Have completed Level 1. Know how to read, write and speak basic Greek. Communicate in simple every day activities with family and friends. Understand and use simple and common expressions in Greek.