Transform Your Customer Interactions: Join Our Training Program Today!
The Award in Great Customer Experience course prepares students to provide an exceptional customer experience. Consequently, this course targets all customer-facing roles (in their various formats be they telephone, online, face-to-face), team leaders and customer ‘champions’, with due consideration to any role that involves interaction with work colleagues too (internal customer).
The overall objective of this training programme is for participants to learn the fundamentals in dealing with customers and how to use the Customer Experience to create unbreakable bonds with customers. This course will consequently enable participants to get the confidence and skills to design, build and implement high-quality customer experience strategies, with such skills sets to be to their advantage in their quest to enter customer facing job/s and / or advance in their career.
On completion of the course, participants will:
Sessions will include a combination of interactive lectures, group discussions, case studies, and practical exercises to reinforce learning and application.
On successful completion of this program, participants will:
At the end of the course the trainees will be asked to complete a 1 hour, Multiple Choice Exam.
Assessment marks will be sent to students individually, by email.
Where possible and applicable, if revision of paper is necessary, then the assessment will be reviewed by a supplementary marker.
With regards to student complaints and appeals, students will be given a 7-day time period in which case the student will be able to apply for revision of paper. After it expires, marks will be final. In the event of a failure in the Multiple-Choice exam, the student will be given the opportunity to sit for a resit.
Final grade will be calculated as follows:
20% on attendance: pass mark 80%
80% on the replies provided in the multiple choice exam: pass mark 50%
A student must obtain a pass mark in both components to be awarded the certification.
This course is made up of a total of 25 hours. These are divided in 9 contact hours, an estimate of 15 self-study hours and 1 hour of assessment.
September, 2025
| In-Person | 2nd |
| Online | 9th |
| Online | 16th |
| Online | 23rd |
| Online | 30th |
October, 2025
| In-Person | 7th |
| In-Person – EXAM | 14th |
The course will be delivered in English, on Tuesdays, for the duration of 1.5 hours per session.
EMCS Academy
Centris Business Gateway II, Level 4,
Triq is-Salib tal-Imriehel Zone 3,
Central Business District,
Birkirkara
Student CV will be requested to verify the above. A request for copies of certification and references will be made, if necessary.
Total Learning Hours
Full course: 9 hours
Hours include contact hours, supervised practice hours, self-study hours and assesment hours.
Director, EMCS Advisory Ltd, Malta
Mr. Ramon Muscat is currently a Director at EMCS Advisory Ltd with a passion for helping individuals and organisations maximise their true potential through training and coaching. He holds a Master’s in Management with a focus on Human Resources and Talent Development from GBSB Global, and a Professional Certificate in Customer Experience and Customer Service Management from the CX Academy. Ramon also earned an ILM Level 5 Certificate in Coaching and Mentoring, a Certificate in Managing People from the College of Management and IT (CMIT), Ireland, and an MBA from the University of Malta, where he had previously completed his Honours Degree in Management.
At EMCS Academy Ramon regularly delivers training in key areas such as leadership, time management and productivity, customer experience and communication. Ramon has served as a lead trainer for a number of courses for the public sector. He was one of the key trainers involved in the provision of management training for paramedics and middle managers of the Gozo General Hospital and Public Health Institutions in Gozo as part of ESF 4.189 entitled ‘Continuous Training and Development for the Public Sector in Gozo. Furthermore, Ramon provides executive and leadership coaching. He was involved in a project for the Ministry of Health, the Elderly and Community Care where he was engaged in coaching individuals in senior positions within the Ministry as well as nurses in managerial positions within public healthcare. This coaching was delivered as part of a broader initiative, which also included training in non-technical skills tailored to the target audience.
