Lead Training Services

Award in Effective Customer Skills

MQF Level 5 CPD Award (In-House Training)
Duration: 10 contact hours

Through this course, attendees will acquire a better understanding and appreciation of why and how Effective Customer Service is key for the success of any organisation. While delegates will delve deeper into the importance of excellent customer service and sales techniques, the course will bring in real examples, discussions, advice and practice to master the techniques of effective and professional customer service, which is essential for the success of the professional and for business in general.

Learning Outcomes

  • Understand why good customer service counts;
  • Principles of professionalism in Customer Service;
  • Understanding your customer – The fundamental needs of customers;
  • The five major factors customers use to rate service quality ;
  • Managing Perceptions effectively and different customer types ;
  • The term “customer value” ;
  • The eight principles of hospitality;
  • Internal Customer Service;
  • Customer Service in the Digital Era;
  • Introduction Customer Relationship Management (CRM) Systems;
  • Measuring Customer Service Performance;
  • Relationship triangle – trust and loyalty;
  • Teamwork and Customer Service.

Accreditation and MQF level

NCFHE Logo - Lead Training Services MaltaA CPD Award accredited with 2 ECTS credits (MQF Level 5) by the National Commission for Further and Higher Education (NCFHE), the Award in Effective Customer Skills will be presented to delegates who successfully attend all modules and obtain a minimum pass in the
relative assessment (Reflective journal and oral exam).

Course Duration

This course is made up of 2 half-day sessions.

Entry requirements

Minimum of 2 A Levels and 5 O levels OR a minimum of 3 years’ experience working within office administration (private or public) organisation. No academic entry requirements are required for persons of 23 years of age or more.

Trainer

Mr James Grech

James Grech graduated with a Bachelor of Business and Commerce Degree in 2001 and later on obtained the Accountancy (Honours) degree from the University of Malta in 2003. James is Certified Public Accountant and holds a Practising Certificate in Auditing issued by the Ministry of Finance in Malta. He is also qualified as Certified Information Systems Auditor (CISA) and member of ISACA. James is also a member of the Institute of Internal Auditing (US), and is a Certified Internal Auditor (CIA). The CIA is the only internationally accepted certification designation for internal auditors and is the standard by which individuals demonstrate their competence and professionalism in the internal auditing and Management Consultancy field.

James is a renowned Business Consultant and Management/Business trainer and conference speaker in Malta and is also founder and Managing Director of LEAD Training Services, one of Malta’s largest professional training Institute licensed by the Malta National Commission for Further and Higher Education (NCFHE).

Course Funding Options

For Companies

  • INVESTING IN SKILLS
    Through this scheme, employers have the opportunity to get back a significant percentage of the costs that would have been incurred in any employee’s professional development via training. The ‘Investing in Skills’ scheme was launched to promote the training of persons actively participating in the Maltese Labour Market, with the aim to increase productivity and enhance adaptability.

    Learn more about this scheme »
Course Funding Options

Who We Are

We are a team of specialists passionate about our work and with a common ambition to share learning experiences with people in the business community and civil society.

Under the brand name LEAD Training Services, our team has attracted an impressive pool of professional trainers from different areas of business.

This makes us the only professional training organisation in Malta that can offer cutting edge training programmes across a broad spectrum of topics. We do not believe in one-size-fits-all training programmes and in line with our belief we customise our programmes to our individual customer’s needs.

Let's Keep In Touch

Stay adjourned with our latest courses, news and events by subscribing to our newsletter. We will send you an email newsletter from time to time, and we promise to never sell your details to any third parties!

Our LatestNews

Posted on: Monday, February 25th, 2019

On the 7th February 2019, LEAD Training Services organised its annual award ceremony. This annual event was held at the Xara Lodge in Rabat.

A total of 343 students who successfully completed an accredited CPD Award course during the year 2018 were invited for this ceremony in order to be officially presented with the CPD Award Certificate.

…read more »