Course curriculum

    1. How to use this course

    1. What it means to wear the TIPD Shirt

    2. Our core values: Quality

    3. QUIZ: Quality

    4. Our core values: Integrity

    5. QUIZ: Integrity

    6. Our core values: Innovation

    7. QUIZ: Innovation

    8. Our core values: Empowerment

    9. QUIZ: Empowerment

    1. Lesson 1: Stop the Rot

    2. Lesson 2: Appreciate the feedback

    3. Lesson 3: Recognising disappointment

    4. Lesson 3: Set a time frame

    5. QUIZ: Dealing with a disappointed client

    1. Lesson 1: Avoid Sarcasm

    2. Lesson 2: Blaming never helps

    3. Lesson 3: Holding your ground

    4. Lesson 4: Listen and Understand

    5. Lesson 5: Prompt Better Behaviour

    6. Lesson 6: Never Argue

    7. QUIZ: Dealing with rude clients

    1. Lesson 1: Apologising to clients

    2. Lesson 2: Calming a client

    3. Lesson 3: Focus on the solution

    4. Lesson 4: Handling abusive language

    5. Lesson 5: Let angry clients vent

    6. Lesson 6: Take time out

    7. Lesson 6: Thank a complaining client

    8. Lesson 6: Use the clients name

    9. Lesson 7: What does the client want?

    10. QUIZ: Dealing with difficult clients

    1. Lesson 1: Don’t be afraid to apologise

    2. Lesson 2: Don’t dismiss

    3. Lesson 3: Empathise with anxious clients

    4. Lesson 4: Focus on the facts

    5. Lesson 5: Handling deadlines

    6. Lesson 6: Identifying an anxious client

    7. Lesson 7: Provide a solution

    8. QUIZ: Dealing with anxious clients

About this course

  • Free
  • 74 lessons
  • 2 hours of video content

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