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Service Excellence

Course Reference: W-CSS

Duration: 8 hours

Type: *Face to Face

*Fee: €300

31st July 2024
09:00-17:00

  • Two coffee breaks and a lunch break included
  • Food and refreshments provided by Malta Business School
  • At our premises in Psaila Street, Birkirkara

Funding Available

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This workshop is designed for frontline staff or for managers looking to improve skills, systems and processes that enhance the end-to-end customer experience.

In this workshop, participants draw on their experiences to better understand how to match the service values of their organisation to customer expectations. This will enable them to consider the service currently being delivered and to find ways to improve these that work for the service provider, the organisation and the customer to create a triple win result.

Key content

  • The impact of customer service on business success
  • Components of customer service excellence
  • Developing a customer-centric mindset
  • Empathy and understanding your customers
  • Building rapport for lasting relationships
  • Adaptive communication
  • Problem solving skills
  • Dealing with complaints
  • Problem solving skills

This course is intended to sow the seeds of fundamental principles of good customer service. If you are a new employee working in a customer–facing role this course will be essential for your success. If you are an experienced employee who would like to polish and build on your skills set you will find this course to be helpful and motivating.

No Special Requirement

  • Putting the customer at the centre of your focus
  • Different types of customers & customer relationships
  • First image
  • Communication skills
  • Listening and questioning skills
  • Face-2-face conversations
  • Managing the phone effectively
  • Taking care of the organisation’s online image
  • Problem solving
  • Handling complaints effectively
  • Building and maintaining customer relationships

Course Format

An 8-hour course that will include a presentation together with practical examples and discussions.

 

Certification

A certificate of Attendance will be given at the end of the course.

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Testimonials

“I was lucky enough to be part of a fantastic learning team, with whom I developed an unbreakable bond. I was also fortunate enough to be in a cohort of genuinely gifted people, each and every one with a different story but with a common end goal, that of achieving this MBA.”

“I was lucky enough to be part of a fantastic learning team, with whom I developed an unbreakable bond. I was also fortunate enough to be in a cohort of genuinely gifted people, each and every one with a different story but with a common end goal, that of achieving this MBA.”

Hannah Flynn
“Every module’s completion provided a boost in self-confidence, as we were exposed to different academic and practical tools and perspectives from peers in diverse industries.”

“Every module’s completion provided a boost in self-confidence, as we were exposed to different academic and practical tools and perspectives from peers in diverse industries.”

Chris Fenech
“Norman is very welcoming. He immediately made me feel that I can express myself and not keep everything to myself, and he is very informative. Even in his portfolio there are big companies involved and his experience in this sector of work is very vast”

“Norman is very welcoming. He immediately made me feel that I can express myself and not keep everything to myself, and he is very informative. Even in his portfolio there are big companies involved and his experience in this sector of work is very vast”

Joseph Saliba
“This workshop is helping me a lot in my career. I work as a project manager. I coordinate and am also a site manager. As a workshop, it is helping me mostly by learning how to grow my abilities in project management, how to prioritise, and follow the needs of the client so that after the project starts, it would finish on time, as it was intended. “

“This workshop is helping me a lot in my career. I work as a project manager. I coordinate and am also a site manager. As a workshop, it is helping me mostly by learning how to grow my abilities in project management, how to prioritise, and follow the needs of the client so that after the project starts, it would finish on time, as it was intended. “

Wayne Camilleri Psaila
“As an experience so far, we are very satisfied, we are having fun as the workshop is very interactive. How the knowledge is provided by Annette is very good. I’m quite satisfied.”

“As an experience so far, we are very satisfied, we are having fun as the workshop is very interactive. How the knowledge is provided by Annette is very good. I’m quite satisfied.”

James Attard
“The experience with the tutor was perfect, there were answers for every question, so we are very happy when it comes to our tutor.”

“The experience with the tutor was perfect, there were answers for every question, so we are very happy when it comes to our tutor.”

Simona Gelevska