Award in Great Customer Experience

MQF/EQF Level 5 (1 ECTS Credit) Blended Intake Opening Soon, 08:30 - 10:00

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.

Learning Outcomes

On completion of the course, participants will:

  • Understand how getting the customer experience right enhances company value
  • Learn the knowledge, skills and tools to understand and create great Customer Experience strategies and how to execute same, from best practice cases around the globe.
  • Learn how tapping into the key 6 emotional drives is fundamental to delivering Customer
  • Experience Excellence
  • Understand, that in a changing technological customer landscape, Great Customer Experience is critical to business survival and growth.
  • Be engaged and empowered to use the knowledge and skills learnt to move forward in their career

Course Outline

Sessions will include a combination of interactive lectures, group discussions, case studies, and practical exercises to reinforce learning and application.

  • The difference between customer service and customer experience
  • The importance of customer experience – benefits and impact
  • What factors influence the customer experience – the customer experience framework
  • The 12 steps in The Stages to Success that include:
    Designing Your Customer Promise
    Creating Measurable Action Plans
    Delivering the Customer Promise
    Establishing customer experience Metrics
  • Differentiating Your Company from Others

Who is eligible to participate?

  • Individuals who, as part of their job requirements, are in direct contact with customers – Call Centre Staff and Customer-Facing Staff
  • Individuals who are seeking to pursue further studies in the fields of Customer Care and Customer Service.
  • Individuals who are seeking a career in Customer Care/ Customer Service
  • Individuals seeking to learn more as to how they could improve their interpersonal relationships

On successful completion of this program, participants will:

  • Demonstrate a comprehensive understanding of the key principles of Exceptional Customer Experience.
  • Demonstrate the knowledge, skills and tools acquired
  • Apply their learnings within their organization.

Assessment

At the end of the course the trainees will be asked to complete a 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
80% on the replies provided in the multiple choice exam

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 8 contact hours, an estimate of 16 self-study hours and 1 hour of assessment.

November

In-person5th
Online12th, 19th, 26th

December

Online3rd
In-person10th, 17th

The course will be delivered in English.

The exam will take place on the 17th December 2024.

 

EMCS Academy
Centris Business Gateway II, Level 4,
Triq is-Salib tal-Imriehel Zone 3,
Central Business District,
Birkirkara

  • Good working knowledge of the English language.
  • Minimum of any 3 O ’Levels
  • Basic level of digital competence is required.

Student CV will be requested to verify the above. A request for copies of certification and references will be made, if necessary.

 


Testimonials

EMCS Academy provided our organization with a customized Customer Care training programme. We appreciated the commitment which the EMCS Academy team and the trainers showed towards this programme and its delivery. They were open minded about our feedback and our needs and continued to tailor the experience for our team throughout the training. The feedback from the group has been very positive!

Ivan Abdilla
In-Flight manager, Cabin Crew Instructor and Check In-Flight Manager, AirMalta

I learned a lot from this course not only for the client perspective but as self as well.

 

 

B. Zahra
Administrator, 2023

The liveliness of the training sessions made all the participants really energetic and more engaging. It was really helpful.

This was an interesting course that helps me develop in many ways.

 

I. Thilakarathne
Warehouse Supervisor, 2023

I found the sessions enjoyable and very interesting. Well presented.

Well prepared and delivered in an enjoyable way.

 

M. Inguanez
Sales assistant, 2023

Very well organised and delivered to the highest standards.

M.Tabone
Customer Support Executive, 2023

I loved that info was broken down in very concise and understandable sections.

Definitely recommend to anybody working in a customer-focused role.

 

R. Farrugia
Tender Administrator, 2023

Very interesting and effective. I liked how everyone was encouraged to participate and work together.

 

S. Zammit
Customer Support Executive, 2023

This course has been a great opportunity to learn.

 

Y. Scicluna
Customer Clerk, 2023

Both lecturers were super nice and made the course fun, interesting and very easy to follow. Engaging content and everyday lifelike experiences were used. Each student was given as much time as possible to ask questions.

Y. Mizzi
Gasan Mamo Insurance. Health Claims Support, 2024

Total Learning Hours

Full course: 25 hours

Hours include contact hours, supervised practice hours, self-study hours and assesment hours.

Trainers

Ramon Muscat

Director, EMCS Advisory Ltd, Malta

Mr. Ramon Muscat is currently a Director at EMCS Advisory Limited.

Focusing on the EMCS Academy, Ramon’s purpose is to maximise individuals’ true potential through coaching and training.

He is actively involved in the provision of training in non-technical skills for both the public and private sector (such as time management, planning and work-life balance, motivating self and others, the great customer experience, and dealing with difficult customers (to mention a few). Furthermore, Ramon coaches individuals in top-tier positions.

Apart from his Masters in Business Administration Ramon attained a certificate in Managing People from the College of Management and IT and an ILM Level 5 – Certificate in Coaching and Mentoring.

Francesca Camenzuli

Senior Executive, EMCS Advisory Ltd, Malta

Francesca Camenzuli forms part of the EMCS advisory team. She graduated from the University of Malta with a BSc (Hons) in Psychology and is currently reading for an MSc in Organisation Psychology at the University of London, Birkbeck College.
Through her academic and professional experiences, Francesca has developed an interest in training and is today actively involved in the development of the academy and assists the team in the development of training programmes, and training delivery. Her curiosity to understand peoples’ mindsets and her passion to transform individuals through practical approaches, results in the delivery of highly effective and practical training courses.

I'm interested in this course

If you are interested to join this course when the intake is open please fill in the form below.

Why Choose Us

We are a private Academy, made up of a team of highly motivated individuals who believe in the continuous development and empowerment of individuals through learning.

The Academy offers training services and is an accredited training institution by the Malta Further and Higher Education Authority (MFHEA). EMCS Academy is a Higher Education Institution, Licence Number 2016-19. It provides practical solutions and results-oriented training which translate into positive change. The Academy’s philosophy is to provide exceptional services to all clients whilst ensuring that all learning outcomes are reached, and all trainees have advanced their knowledge on the subject matter of the specific course they would have chosen to follow.

Our courses are developed following in-depth research and consultation on the subject matter and the related market, thus ensuring that market needs are met. All our trainers are experts in their field and actively contribute towards the continuous development of the courses which they deliver.

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