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Service Excellence

Course Reference: W-SE

Duration: 8 hours

Type: In Person

*Fee: €300

31st July 2024 09:00-17:00

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.

This workshop is spilt into 3 parts, all delivered on the same day. These are broken down below:
Session 1:
Building the Foundation for Service Excellence

  • The impact of customer service on business success
  • Components of customer service excellence
  • Developing a customer-centric mindset

Session 2: Connecting with Customers

  • Empathy and understanding your customers
  • Building rapport for lasting relationships
  • Adaptive communication
  • Active listening skills

Session 3: Mastering the Art of Service

  • Problem solving skills
  • Dealing with complaints
  • Turning challenging situations to positive customer experiences


A Certificate of Attendance will be provided after completion of the workshop.

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

Refer to the Course Information tab for key content that will be covered during this workshop.

Course Format

An 8-hour workshop that will include a presentation together with practical examples, exercises and discussions

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

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