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Award in Delivering Outstanding Customer Service (MQF Level 4, 1 ECTS)
Customer Care

Award in Delivering Outstanding Customer Service (MQF Level 4, 1 ECTS)

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Help Your Team Deliver a 5-Star Customer Service

Customer service is the key to success for any business. It’s one of the areas that can make or break a company. By delivering outstanding customer service, you will create loyal, satisfied customers who will keep coming back.

In order to deliver outstanding customer service, you need to have well-trained, knowledgeable staff. They need to be able to handle any customer issue with confidence and professionalism.

 
Looking to enrol multiple participants?

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Interested in this course for yourself?

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Require a student visa to attend this course?

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€ 555.00 555.0 EUR € 555.00

€ 555.00

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  • Date/s of Next Intake
  • Venue
  • Language
  • Duration
  • Hours of Total Learning
  • Entry Requirements
  • Mode of Attendance
  • Mode of Delivery
  • Grading System
  • Pass Mark
  • Funding Options

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Contact Us
Venue: ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language: English
Duration: 3 full days
Hours of Total Learning: 25
Entry Requirements: Learners must possess a basic knowledge of reading, writing and speaking in English as well as being familiar with using an eMail client (e.g. MS Outlook).
Mode of Attendance: Part-time
Mode of Delivery: Face-to-face
Grading System: Standard pass/fail grading scale
Pass Mark: 50%
Funding Options: Get Qualified Scheme – Students can benefit from a tax credit of 70% of the costs incurred. Investing in Skills – Employers can benefit from a refund of 70%+ of the costs incurred.
Course Details
Date/s of Next Intake June 2025 or November 2025 or January 2026
Venue ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language English
Duration 3 full days
Hours of Total Learning 25
Entry Requirements Learners must possess a basic knowledge of reading, writing and speaking in English as well as being familiar with using an eMail client (e.g. MS Outlook).
Mode of Attendance Part-time
Mode of Delivery Face-to-face
Grading System Standard pass/fail grading scale
Pass Mark 50%
Funding Options Get Qualified Scheme – Students can benefit from a tax credit of 70% of the costs incurred. Investing in Skills – Employers can benefit from a refund of 70%+ of the costs incurred.
Structure of Programme

The programme is made up of one module divided in 5 parts:

PART 1: Delivering Outstanding Customer Service

What does outstanding customer service look like?

  • exceeding expectations
  • being thoughtful
  • delivering the unexpected

The importance of delivering outstanding customer service for the customer, for the business and for you.

  • the positive impacts of delivering outstanding customer service

Impact of poor customer service

  • the negative impact of delivering poor customer service

You are the brand. 

  • understanding the brand promise and values
  • Aligning yourself with the brand and taking ownership of customer issues.

PART 2: Communication Skills for Outstanding Customer Service

Communication basics (the communication cycle)

  • understanding the basic components of communication (sender, communications channel, receiver)
  • understanding the potential pitfalls for communication breakdown
  • Identifying your audience and your purpose

Identifying the best way to communicate with customers 

  • Identifying the different methods of communicating with customers (written, phone, face-to-face)
  • understanding the different dynamics of the various types of communication channels
  • selecting the right channel/s for effective communication

Mastering your words, tone of voice and body language to create rapport

  • mirroring techniques to develop rapport

Telephone handling techniques

  • Telephone etiquette
  • Using your voice effectively
  • Answering calls promptly and courteously
  • Putting the caller on hold
  • Transferring calls
  • Taking messages
  • Closing the call
  • Handling difficult callers

Effective eMail writing (the 10 Cs of effective written communication)

  • Complete
  • Concise
  • Clear
  • Conversational 
  • Correct
  • Coherent
  • Credible
  • Concrete
  • Courteous
  • Considerate

PART 3: The Essential Elements for Delivering Outstanding Customer Service:

  • Being Reliable (building trust, making and keeping promises to customers), 
  • Re-Assuring the Customer (positioning yourself as the expert ready to help) 
  • Taking Care of Tangibles
  • Expressing Empathy
  • Demonstrating Responsiveness

PART 4: Assertiveness Skills

  • The Differences in Conflict Behavioural Styles
  • Techniques for ways to improve confidence and self-esteem
  • Appropriate levels of assertiveness in common service situations
  • How to apply assertive behaviours through verbal techniques

PART 5: Complaint Handling and Managing Difficult Customers

  • How to Recover When (not if) You Fail 
  • Apologies Done Right
  • How to Respond Positively to Negative Feedback from Customers
  • Handling Complaints
  • How to Deal with Difficult Customers
Teaching, Learning and Assessment Procedures:

The programme will include a mix of formative self-assessment, peer-assessment and trainer assessment techniques, including:

  • a number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
  • learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
  • trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
  • self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session 

What’s Included:

  • Training by a certified and experienced educator/s
  • Detailed course notes
  • Funding options


Interested in this course?


Looking to enrol multiple participants?

Should you wish to enrol a number of employees on a training programme, kindly fill out the form adjacent so that we can contact you to provide group rates or further information of how you can benefit from grants available.


Require a student visa?

If you require a student visa to travel to Malta to complete one of our Awards, kindly get in touch through the form adjacent, so that we can advise on the visa process and any additional fees prior to paying.


Interested in the course for yourself?

Should you need further information and/or have some queries relating to a course, or for further information of how you can benefit from grants available, please complete the form adjacent and we will get back to you to address your queries.



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