The Great Customer Experience

Certificate of Attendance Face-to-face, Online Intake Opening Soon

This course shares strategies that will inspire participants to build fantastic customer experiences, and focus on where it really matters!

Aims/Objectives of the Training

The Great Customer Experience training course shares strategies that will inspire participants to build fantastic customer experiences, and focus on where it really matters! Companies lose more than 75 billion dollars every year as a result of bad customer service. Customers switch from brand to brand and the companies who manage to build a loyal clientele will have a significant advantage.

After completing this training programme, participants will have the skills and knowledge to:

  • identify the difference between customer service and customer experience
  • understand the importance of customer experience – benefits and impact
  • know what factors influence the customer experience – the customer experience framework
  • follow the 12 steps in The Stages to Success

6 sessions are recommended (This course can be tailored to client’s distinct needs)

This course can be delivered online or face to face. The course will be delivered in English.

Course Outline

  • Introduction to the course
  • Introducing participants to the difference between the customer service and the customer experience
  • The importance of customer experience – benefits and impact
  • What is outstanding customer experience
  • Identifying your customer/s
  • Building a rapport
  • Non-Verbals
  • Dealing with difficult customers
  • Understand the CX framework
  • How to measure customer experience
  • Practical case studies
  • Who delivers CX excellence
  • How to measure customer experience
  • Practical case studies
  • The 12 stages to success part 1
  • The 12 stages to success part 2
  • Concluding remarks

When Vivian teamed up with the EMCS Academy for our further training requirements, it was a perfect match. The courses were helpful not just for our work but also for our personal lives and I definitely feel generally more empowered after attending some of the courses that were offered to us and which EMCS took care to tailor and fine-tune according to our requirements.

Kenneth Briffa
Senior Medical Representative, Vivian Corporation

EMCS Academy comes highly recommended for the team’s outstanding guidance in creating a programme that catered for the needs of our employees. As a start, prior to the drawing up of the training programme, various meetings were set up with the management team, with the aim of understanding the training needs of the Company as well as those of the employees. The courses delivered did, not only contain the normal theory one needs to know, but a lot of practical examples. This helped the staff remain focused and attentive on the subject being discussed.

Rishi Bonello
Director, Rosemont (Malta) Ltd

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

Total Learning Hours

Full course: 6 hours

Module 1: 1 hour

Module 2: 1 hour

Module 3: 1 hour

Module 4: 1 hour

Module 5: 1 hour

Module 6: 1 hour

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


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

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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