Customer Service Knowledge and Attitude

Find out about allergens and some important considerations for avoiding cross-contamination in the workplace. This eLearning provides a foundational understanding of allergens, some of the major risks in a food manufacturing environment, and what you can do to help prevent cross-contamination in your workplace.

Find out about allergens and some important considerations for avoiding cross-contamination in the workplace. This course provides a foundational understanding of allergens, some of the major risks in a food manufacturing environment, and what you can do to help prevent cross-contamination.

Find out about allergens and some important considerations for avoiding cross-contamination in the workplace. This course provides a foundational understanding of allergens, some of the major risks in a retail or hospitality environment, and what you can do to help prevent cross-contamination.

Dealing with angry customers can be challenging, especially when emotions are running high. This course helps you recognise the signs of anger and understand what might be causing it. You'll learn how to stay calm under pressure, respond in a way that helps defuse the situation, and use techniques to achieve a positive outcome. This course builds skills in conflict resolution, problem-solving, empathy, active listening and customer service.

Asbestos awareness is a crucial topic in many workplaces, despite the fact that many employees are unlikely to come into contact with the substance. This course is designed to raise awareness of the potential dangers of asbestos, and help you to understand how you can play a part alongside the wider organisation to minimise the risks of asbestos exposure.

In today's fast-paced work environments, being able to clearly express your needs is key to maintaining productivity and wellbeing. This course will help you communicate assertively at work. You’ll learn how to set boundaries, say no when necessary, and make sure your voice is heard, all in a professional and respectful way. By the end of this course, you’ll feel more confident voicing your needs, contributing to a healthier work-life balance and a more inclusive environment.

Effective leadership requires clear, assertive communication that encourages team success. This course will help you develop essential assertiveness skills for effective team leadership. You’ll learn how to guide your team, set clear expectations, and say what needs to be said respectfully. You'll discover the right approach to assertiveness and when and how to apply it. By the end of the course, you’ll be more confident in managing your team and handling situations that call for assertiveness while maintaining a professional and balanced approach. This course will help you communicate assertively at work. You’ll learn how to set boundaries, say no when necessary, and make sure your voice is heard, all in a professional and respectful way. By the end of this course, you’ll feel more confident voicing your needs, contributing to a healthier work-life balance and a more inclusive environment.

Inspire your audience and make your key messages count. Learn techniques and top tips for delivering impactful presentations and how to open and close with style.

Bullying and harassment has a serious impact on those affected and creates a toxic working environment. Learn how to deal with specific incidents of bullying and harassment, as well as the steps you can take to maintain a positive culture and workplace.

Equity diversity and inclusion are evolving subjects that can feel tricky to navigate. Although most people see the benefits of a diverse and inclusive working environment many lack the understanding and confidence to be proactive and play a positive role. This course focuses on providing learners with the skills and confidence to not only comply with legal requirements but to be allies and help make the workplace a more supportive and inclusive environment. We demystify the subjects you may have read about or seen in the media and help you navigate them in your world.

Change is a reality of modern business life and so becoming more comfortable with it can really stand you in good stead. When everything feels like it’s changing around you having the confidence and skills to move forward can help you to be an asset to your organisation. As an individual within an organisation it’s important that you are able to play a positive role in implementing and supporting change and make the most of opportunities that come your way. As a change leader it’s important that you have the skills and confidence to lead your people through change initiatives.

Change is a reality of modern business life and so becoming more comfortable with it can really stand you in good stead. When everything feels like it’s changing around you having the confidence and skills to move forward can help you to be an asset to your organisation. As an individual within an organisation it’s important that you are able to play a positive role in implementing and supporting change and make the most of opportunities that come your way.

Change is a constant in modern business, and strong leadership is key to navigating it successfully. This course will help you build confidence in leading through change, supporting your team, and ensuring smooth transitions. You’ll explore how to embrace change positively, communicate effectively, and guide others through uncertainty. By the end, you’ll feel more prepared to lead through change and help your team thrive. This course builds skills in leadership, strategic thinking, interpersonal skills, vision setting and influencing.

Change is a constant in today's workplace. Knowing how to adapt can greatly impact your success. This course will help you build confidence and develop skills to manage change, stay resilient, and make the most of new opportunities. This course builds skills in adaptability, flexibility, resilience and open-mindedness.

Coaching involves offering guidance and encouraging learners to find their own solutions. In this course: you’ll explore the core skills of effective coaching and learn how your behaviour can support or hinder someone’s progress. Whether you're new to coaching or want to build confidence: this course will help you support others to grow: develop and perform at their best. This course builds skills in coaching and mentoring: active listening: goal setting: facilitation and feedback delivery.

This course will explain what a code of conduct is and why it's important to follow it. You’ll learn how a code of conduct shapes workplace behaviour and benefits both employers and employees by defining appropriate conduct and fostering a respectful, fair and safe environment. You’ll also explore how to maintain professional conduct, make informed and responsible decisions, and respond to ethical challenges with confidence and integrity. This course builds skills in accountability, professionalism, initiative and decision-making.

In this course, you'll learn how clear expectations build confidence and support teamwork. You'll explore how to set priorities, agree on goals, and create plans that help everyone stay aligned. You'll also look at how open conversations build shared ownership, why regular check-ins matter, and how tools like SMART goals keep outcomes clear and fair. This course will help you build on your leadership, communication, goal-setting and interpersonal skills.

Influence is an important skill in the workplace. Whether you lead a team, work as part of one, or interact with customers, knowing how to influence and communicate effectively helps you develop and maintain strong connections. This course will help you build skills in communication, influence and interpersonal skills. You'll learn how to interpret body language and understand different thinking and communication styles. This will help you to adapt your approach, create rapport, and express your ideas clearly, enhancing your ability to persuade others and achieve better results.

Healthy competition keeps prices low and quality high. It increases choice and innovation. It's good for businesses, consumers and the wider economy. Competition law aims to keep the keep businesses honest and protect businesses small and large from unfair practices.

In this course, we'll look at how to conduct productive performance reviews that promote growth and understanding. We’ll explore how to address performance issues constructively, keeping conversations focused on solutions. You’ll also learn how to recognise and celebrate achievements in ways that motivate and inspire continued success.

Explore the complex world of workplace ethics in our concise course on conflict of interest. Take a look at situations that might pose a conflict, understand why maintaining integrity matters, and master strategies to effectively avoid or manage potential conflicts. This course will empower you to uphold ethical standards in your daily work, maintain transparency, and have confidence in your professional interactions.

The Financial Conduct Authority (FCA) has changed how we approach and treat customers by introducing Consumer Duty. Learn all about these changes and what they mean for you, including how to drive customer success and continuously improve as an organisation around this goal.

The Criminal Finances Act is designed to tackle money laundering, corruption, tax evasion and terrorist financing. It creates two new corporate offences of failing to prevent criminal tax evasion which result in severe penalties, and these are the focus of this course.

In this course, you'll learn about cultural awareness in the workplace, why it matters, and how it influences communication and interactions. You'll explore common challenges people from different backgrounds may face and learn ways to communicate sensitively. This course builds skills in communication, adaptability, cultural intelligence, empathy and active listening.

In this course, you'll recognise the impact of cultural differences in everyday communication and identify practical steps to demonstrate cultural awareness in your interactions. You'll explore ways to respond to cultural misunderstandings with sensitivity and respect, and how cultural awareness helps build positive and respectful relationships. This course builds skills in communication, adaptability, cultural intelligence, empathy and active listening.

Excellent customer service is more than just being polite. It's about creating experiences that build trust, loyalty, and long-term value. Every interaction is an opportunity to shape how someone feels about your organisation, whether they're a paying customer, a potential customer, or even a colleague. This course will help you develop your customer focus and interpersonal skills. You'll learn how to recognise different types of customers, understand their value and your own value as an employee, and find out how to respond with empathy and initiative. You'll also explore common barriers to great service and how to overcome them.

Cyber security and phishing are hot topics in the workplace. With more employees working remotely than ever before, it’s crucial for everyone to understand and take responsibility for their own cyber security. It’s common knowledge that strong passwords are key to protecting data, but understanding why cyber security is necessary and what can happen if we don’t make an effort to protect our data is equally important. This course will show you why cyber security is vital for organisations, explore the types of cyber threats that often occur, and find out what these might look like in your workplace.

Making good decisions takes a fair: structured approach – to set objectives: reduce bias: and move forward effectively. This course will help you build skills in decision-making: facilitation: communication and analytical thinking. You’ll explore a practical six-step model: discover techniques to compare options: and use clear criteria to evaluate ideas. You’ll also learn how to play your part in different decision-making situations: understand multi-voting and consensus-building: and support plans that turn decisions into action.

Contributing to good decisions and helping to turn them into action is a valuable part of any role. Working well with others to do this can have a real impact on results. This course will help you build skills in decision-making: communication and analytical thinking. You’ll explore the part you play in different decision-making situations: find out what multi-voting and consensus-building involve: and learn how to support strong implementation plans that turn decisions into action.

In this course, you'll learn how trust helps to create a strong team culture. We'll explore why trust is important, the behaviours that strengthen or weaken it, and the role of communication. You'll also discover simple ways to build and maintain trust. This course develops your leadership, teamwork, cultural awareness and facilitation skills.

It's essential to recognise that disabled people are diverse, capable, and have unique strengths. Inclusive practices and supportive environments can remove challenges for disabled people to participate fully in society, promoting equal opportunities and respect for everyone. Kallidus has collaborated with Leonard Cheshire, a UK-based disability charity, to develop this course. Information on how learners can contact Leonard Cheshire directly for further guidance is provided in this module.

Working inclusively means adjusting our environments so they become inclusive and accessible by removing the barriers that prevent disabled individuals from participating fully and independently. It's about having open, honest conversations that challenge outdated perceptions and promote understanding. Kallidus has collaborated with Leonard Cheshire, a UK-based disability charity, to develop this course. Information on how learners can contact Leonard Cheshire directly for further guidance is provided in this module.