Lead Training Services

Award in Effective Customer Skills

MQF Level 5 CPD Award
Starting: 23rd September 2020

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 live webinar sessions on the 23rd & 29th September 2020, from 9:00 till 14:15. A 10-15 minute break will be allowed every hour during which students can also take this opportunity to submit further questions or comments to the trainer.

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.

Course Delivery Mode – Live Webinars

This course will be delivered via live online webinars.  The course trainers will be visible on screen via a professional webinar platform through which students can follow the trainer presenting live whilst also using a powerpoint presentation and sharing other resources as necessary.  Students will be able to interact with the trainer by sending questions or comments through the same webinar platform.  Our student support team will assist all students with simple instructions on how to access the webinar online.  A support line will also be made available to communicate with a student support officer in case of technical difficulties encountered during the live webinar.

All webinars will also be recorded and uploaded on the student online resources portal for future reference during home study.  Trainers will also dedicate very regular Q & A times during the webinar to ensure all students can have the chance to ask questions and reach the intended learning objectives.  The email and contact details of the trainer will also be made available in case students would wish to get in touch with the trainer throughout the course period.

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 »

For Individuals

  • GET QUALIFIED SCHEME
    Candidates can benefit from a 70% rebate of the course fee via tax credit. Get Qualified is an initiative that supports the personal development of individuals for the achievement of qualifications and certifications required by industry.

    Learn more about this scheme »
  • TRAINING PAYS SCHEME (TPS)
    Eligible candidates satisyfing a list of criteria can benefit from a 75% rebate on direct training cost.

    Learn more about this scheme »
Course Funding Options

Frequently Asked Questions

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.

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Our LatestNews

Posted on: Monday, March 23rd, 2020

Due to the COVID-19 Social Distancing Government Directive, LEAD Training Services will be offering the upcoming Spring/Summer 2020 courses online. Instead of traditional face to face classroom lectures, all sessions will be delivered through online live webinars.

LEAD has in the past days developing a professional state of the art online training platform to continue deliver high quality accredited courses even during these upcoming months. We believe that education and professional development cannot halt but to the contrary we believe professionals should turn this temporary crisis as an opportunity to up-skill their skills and competencies by one of our accredited courses. …read more »