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Customer Service Skills

Customer Care Essentials
Customer Service Skills

Course Reference: W-CSS

Duration: 8 hours

Type: *Face to Face

*Fee: €284.00

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

A strong customer care focus can be the difference between starting, nurturing and retaining customer relationships or losing customers to the competition. Through customer care essentials you can build a stronger brand and grow a positive reputation for your organisation.

Keeping customers happy means doing things right and at the right time. This means knowing exactly what your customers need, want and expect. Every single contact between your organisation and the customer is important regardless of its length or context.


 

For Corporate Enquiries:

Companies are able to recover up to 70% of the cost of training through the Investing in Skills Scheme. More information can be found through the following link: https://jobsplus.gov.mt/iis/iis-open-calls

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.”
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.”
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”
Joseph Saliba
“I am also following the Certificate in Project Management course, the one of the three months. I used this workshop as a starter to the course that would help me, and it pushed me to take a step forward for myself and my career.”
Wayne Camilleri Psaila
“As an experience so far, we are very satisfied, we are having fun as it is very interactive. How the knowledge is provided by Annette is very good. I’m quite satisfied.”
James Attard
“The experience was amazing. Definitely. I definitely will look into her and am hoping that she could be my mentor.”
Simona Gelevska