Customer service roles can be extremely rewarding when things are going well. You deliver great, person-to-person service, interacting with the people your company tries to serve, and are often the first congratulated when things have gone well.
Unfortunately, you are also the first point of call for complaints. Quite often complaints that have come about through dealings with other aspects of the business or a product, that ultimately may not even be your fault.
This article outlines several steps that can be taken to help you deal with an angry customer.
Continue reading “Customer Service – Dealing with Angry Customers”
Working at height is defined by HSE as any work in any
place where, if precautions are not taken, a person could fall a distance
liable to cause personal injury.
Due to the increasing height and number of tall buildings, it is becoming ever more relevant to understand the details of working at height.
Particular steps can be taken to make the activity safer, and indeed legislation that stipulates what must happen when organising work at height.
briefly outlines the details of the legislation involved, some basic principles
to be considered when planning work at heights, and the appropriate details on
who can work at height.
Continue reading “Working at Height – What is meant by Working at Height?”
It is important to understand the elements of a good process safety management programme to protect employees from harm when they are in their work environment.
Implementing such a programme is impossible without cooperation from every level of the company, managers and non-managers alike.
In this article we look at the core elements of a successful safety management programme:
Continue reading “Safety Management Programme – Essential Elements”
Reablement is an intensive short service, usually delivered in the home (or care home), which is offered to those recovering from an illness or injury. Whether it be after surgery or a bout of serious illness, modern medicine is often able to cure their afflictions.
However, for many people, the process of healing doesn’t end at discharge from the hospital. Aftercare of various lengths is typically required for many patients, with varying degrees of intensity.
This article will explain the process of reablement, and what things might take place during the course of aftercare treatment.
Continue reading “What is Reablement?”
Portable appliance testing is the term used to describe the testing of electrical appliances to ensure they are safe to use. It is often referred to as the acronym PAT. Its purpose is to prevent electrical accidents in the work and home environment. A full PAT test should include both a visual assessment and a more in-depth inspection using specialist PAT testing equipment.
Continue reading “Portable Appliance Testing – What to expect on a PAT course?”
Managing health and safety as a process involves setting a policy, creating a supportive organisational culture, developing and implementing a health and safety plan and evaluating the plan’s performance.
Previously we have talked about what is required in a plan but evaluating the plan’s performance is just as important. In order to take this further it is important that as a business owner you understand fully the benefits and issues relating to the process. Continue reading “Managing Health and Safety: Streamlining the process”
Part-time courses are becoming more popular as an alternative to traditional teaching thanks due to the developments of modern technology. Traditional face to face courses, in the past, restricted learning to the classroom typically in term time, but the internet has opened up new ways of teaching for the time conscious end user.
Courses such as Degrees, Masters and higher education certification have quickly been adapted to distance learning, but the greatest growth has been in the areas of niche and specialist training. Today there are a wide variety of options available for anyone wishing to improve their skills in the hopes of advancing their careers.
The availability of courses leads many to question if they should consider taking one, but there is always an air of scepticism around the value offered by courses online . This article outlines the advantages of taking part-time courses for those considering their alternatives.
Continue reading “Part-time courses – how online training can advance your career”
Sensible business owners will agree that employee morale is tied to the company’s success. Satisfied employees show an interest in the company’s progress, co-operate better with co-workers, make fewer errors and are more productive. On the other hand, low staff morale has a habit of spreading negativity throughout the organisation with the effects hurting its bottom-line.
The problem with low staff morale is that in the workplace it can be intangible and very hard to identify.
This article focuses on ways to spot low staff morale and how to improve work relationships. Continue reading “Low staff morale. Tips to greater productivity.”
In an employment setting, one has to be aware of any relevant legislation that determines how to act in given situations. The Reporting of Injuries, Diseases, and Dangerous Occurrences Regulations 2013 (RIDDOR) details what duties are put onto employers, self-employed persons, or those who are in control of workplaces in situations requiring reporting of incidents. This article explains some key definitions involved with the legislation, as well as some other associated things that are required to be reported. Continue reading “RIDDOR – Definition, Legislation and Employee Training”
In a care environment, challenging behaviour can be difficult to deal with. Learning how to deal with challenging behaviour effectively and empathically is vital to providing the best care for patients, and for maintaining a positive mentality. This article explains challenging behaviour- in what forms it appears and its possible triggers- and gives advice on how to handle it when it arises.
Continue reading “Challenging behaviour – how to deal with it”