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:
On successful completion of this program, participants will:
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 an hour of assessment.
The course will be delivered in English.
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: 25 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 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.
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.
