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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 accreditation status of this programme is a ‘‘Higher Education Programme’’. A CPD Award accredited with 2 ECTS credits (MQF Level 5) by the Malta Further & Higher Education Authority (MFHEA), 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 Dates & Duration
Modules
Dates
Time
Session 1
TBA
9:15 – 12:15
Session 2
TBA
9:15 – 12:15
Session 3
TBA
9:15 – 13:15
Please note that as per terms and conditions, LEAD Training Services reserves the right to alter course dates, times and venue in exceptional circumstances beyond its control.
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 Malta Further & Higher Education Authority (MFHEA).
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.
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.
This course will be opening soon. Please register your interest by clicking the button below.
Price:
T.B.A
To Be Announced
Frequently Asked Questions
What is a CPD Award?
A CPD Award is an academic recognition accredited by the Malta Further & Higher Education Authority (MFHEA) and part of the European Credit Transfer System (ECTS). A CPD Award is level rated in line with the relevant Malta Qualifications Framework (MQF) and the ECTS credits obtained from this course can be accumulated with ECTS credits obtained from other accredited courses with the same MQF level.
I’d like to attend this course but the dates or/and times are not ideal. What can I do?
If the times isn’t right, you can register your interest here and please also explain the ideal time period for you so we can consider this when we plan the next course intake and be able to keep you posted.
I am not sure whether I have the minimum entry requirements for this course.
Please contact us via email or phone and discuss your concern with a member of our Admissions Team. You will then be guided accordingly on whether you qualify to participate in this course or not.
Do I need to sit for an examination or other form of assessment to obtain the CPD Award and relevant ECTS credits?
Yes, in order to obtain the CPD Award you are required to successfully complete an assessment which can take the form of a written examination or a home assignment as the case may be. We do offer resits if you fail your first attempt.
I am about to register online for this course. Do I need to make an online payment and when will my enrolment be confirmed?
Payment is not required to be made during your online registration although registration entails an obligation to pay following receipt of an invoice. We have a cooling down period 14 days during which you can cancel your registration without incurring a cancellation penalty. However please read carefully the terms and conditions before ticking that you agree with them as there is a clear cancellation policy which we do enforce. Following your online registration, a member of the LEAD Admissions Team will contact you by email (within 24 hours) to confirm that your registration was received and to complete the registration process.
In which countries will my certification be recognised?
LEAD Training Services is a licensed Higher and Further Education Institute by the Malta Further & Higher Education Authority (MFHEA). Our courses are all accredited by the NCFHE as CPD Award with relevant MQF Levels and ECTS Credits which allow our courses to be recognised in Malta and within the European Union.
Can I pay the course fee by instalments?
LEAD Training Services believes that financial limitations should not restrict a person from studying and achieving academic goals. Get in touch with us and we will find a suitable payment terms option which can fit within your financial situation.
What is the Get Qualified Scheme and how to apply for it?
Individuals who successfully achieve certifications of a course programme approved by the Get Qualified Scheme administered by Malta Enterprise, benefit from 70% (as income tax refund/credit) of their course fees back. The LEAD Training Admissions team guides students through the whole process – hassle free.
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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Here are 11 reasons why you should enroll in LEAD Training Services’ Corporate Series courses:
1. They are accredited courses. Our Corporate Series courses are fully accredited by the MFHEA, at MQF Level 5, 2 ECTS. This means that the courses have employment and academic value. So our courses will help you to get the very best out of your investment and time.
2. They are short courses. Sometimes, the best way to learn, is by getting to the gist of it. These courses are 7 to 10 hours long but well informative, split over 3 mornings, in order to give you enough time to balance your work schedule, while investing in your continuous professional development.
Accreditation and MQF level
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.
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.
GET QUALIFIED SCHEME
TRAINING PAYS SCHEME (TPS)
