Although recognising that superior customer service can have a positive effect on corporate profitability, many organisations are unsure of the right way to devise and implement a client-centred strategy. Implementation of the ‘In-house Strategic Plan’ will ensure creation of an organisational structure based on total customer orientation.
Accreditation and MQF level
The accreditation status of this programme is a ‘‘Higher Education Programme’’. A CPD Award accredited with 4 ECTS credits (MQF Level 4) by the Malta Further & Higher Education Authority (MFHEA) in Customer Service and Customer Care will be presented to delegates who successfully attend all modules and obtain a minimum pass in the relative assessment.
The course will be assessed by a 30 minute oral examination (25% weighting) and a final 2.5 hours written examination (50% weighting).
Entry requirements
Basic spoken and written English.
Target Audience
The target groups for this course in Customer Service and Customer Care are individuals who are highly motivated to pursue further studies or work career in the fields of Customer Care and Customer Service.
Course Outline
Module 1: Principles of Quality Customer Care
Dates: TBA
Time: TBA
ECTS credits: 1
Trainer: James Grech
The module will be assessed through oral and written exercises.
Learning Outcomes:
At the end of the module/unit the learner will be able to:
- Understand why customer service counts
- Identify the six key to quality customer service
- Understand the meaning of the word “Perception”
- Identify the major components of good service
- Identify what distinguishes a good service company from a mediocre one.
- Identify the fundamental needs of customers
- Identify five major factors customers use to rate service quality
- Identify the four major reasons why customers get upset
- Identify the four types of difficult customers
- Familiarize him/herself with the hierarchy of important outcomes from the service encounter.
- Identify strategies to address customer dissatisfaction
- Know how to successfully handle customer complaints
- Define the term “customer value”
- Identify the eight “Hows” of delivering quality service
- Identify the eight principles of hospitality
- Distinguish between traditional customer service and quality customer service
Module 2 - Attitudes and Habits and their effects on Service
Dates: TBA
Time: TBA
ECTS credits: 1
Trainer: James Grech
The module will be assessed through oral and written exercises.
Learning Outcomes:
At the end of the module/unit the learner will be able to:
- Define the word ‘attitude’
- Define the word ‘habit’
- Distinguish between positive and negative attitudes
- Identify behavioural patterns associated with positive disposition
- Identify behavioural patterns associated with negative disposition
- Identify the advantages of positive attitude to customer, service provider and the organisation
- Differentiate between verbal and non-verbal communication
- Identify positive verbal and non-verbal strokes
- Identify negative verbal and non-verbal strokes
- Describe major reasons why customers do not go back to a particular business
Module 3 – Communication and Teamwork Skills
Dates: TBA
Time: TBA
ECTS credits: 1
Trainer: Joe Gerada
The module will be assessed through oral and written exercises.
Learning Outcomes:
At the end of the module/unit the learner will be able to:
- Distinguish between “listening” and “hearing”
- Understand why listening to customers is crucial to the deliver of quality customer service
- Identify the things that good listeners do.
- Identify the five steps to active listening
- Identify the strategies for effective listening
- Distinguish between assertive and aggressive communication (verbal and non verbal)
- Define the term ‘Communicating with Impact’
- Appreciate the effectiveness of positive body language
- Appreciate the importance of goog communication in bui;lding solid rapports with customers and colleagues (team members)
- Define the word “teamwork”
- Understand the role of teamwork in building relations
- Identify and describe the advantages of teamwork and its relevance to customer care
- Identify and describe the disadvantages of poor teamwork and its impact on customer service
- List the six components of great teamwork
- Define Synergy
Module 4: Professionalism and Building Customer Loyalty
Dates: TBA
Time: TBA
ECTS credits: 1
Trainer: James Grech
The module will be assessed through a written test.
Learning Outcomes:
- Define the word “professionalism”
- Define the word “professional”
- Understand the eight guidelines to developing professionalism at the workplace.
- Understand the importance of projecting professionalism on the phone
- Understand the importance of positive, service-oriented telephone dialogue
- Effectively use the recognized skills and ideas when interacting with the customers on the phone.
- Know the basic telephone standards for delivering quality customer service
- Identify the four types of customers
- Define the term “customer loyalty”
- Understand the importance of listening to the customer
- Understand the importance of systems (and not just smiles) in delivering quality customer service.
- Understand the impact of “total quality focus” on customer loyalty.
- Understand how proactive approaches to customer contact impact customer loyalty.
- Understand how service guarantees impact customer loyalty
Trainers
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).
Joe Gerada
Joe Gerada is currently a freelance Management Consultant and CIPD trainer. He is also the Chairperson of the Foundation for Social Welfare Services that manages the major Government’s social work agencies. He held CEO positions in a number of State organizations including the ETC, APPOGG and Sedqa as well as senior positions in the private sector namely; CEO of the Foundation for Human Resource Development and was also the first Group HR Manager of Island Hotels Group. He is active in the volunteer sector and is a board member of a number of voluntary organizations.
He holds a Masters’ degree in Mediation from the Istitute Universitaire Kurt Bosh Switzerland, a diploma in Applied Social Studies from the University of Malta and management certificates from Cranfield University UK and the School of management of the University of Singapore. He is a fellow member of the Chartered Institute for Personnel Development UK and an accredited Management Trainer from CIPD.
Joe Gerada has delivered HR consultancy and training to leading business enterprises in Malta as well as organisations in the public and voluntary sectors. He also delivers training in other countries namely; Austria, Switzerland, UK and Dubai.
Testimonials
- After working for 15 years in the catering industry I felt a change was needed. Finding a job was getting harder everyday but with the help of LEAD Training Services I managed to get qualified and switch my career. I would recommend LEAD Training Services to anyone who wants to switch or improve career. They are amazing!
Glenn Camilleri,
February 2017
