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

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 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 Malta Further & Higher Education Authority (MFHEA).