Creating meaningful interactions that customers remember.
Transform everyday customer interactions into lasting relationships.
Gain practical tools to design and deliver high-quality customer experiences across all touchpoints.
The overall objective of this workshop 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 training 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.
This interactive workshop will incorporate group discussions, case studies, and practical exercises to reinforce learning and application.
By the end of this workshop, participants will be able to:
EMCS Academy
Centris Business Gateway II, Level 4,
Triq is-Salib tal-Imriehel Zone 3,
Central Business District,
Birkirkara
Price includes coffee breaks and a light lunch.
A certificate of attendance will be provided to participants who attend the workshop.
Total Learning Hours
Full course: 6 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.
Francesca Giudice is a trainer and facilitator with experience in helping individuals and teams build skills that see results. With a Master’s in Organisational Psychology and a degree in Psychology, she brings together academic understanding and real-world practicality to deliver her sessions.
Her main training areas include Customer Experience, Time Management, Communication, and Entrepreneurship, all topics that are essential for people-centred workplaces. Francesca works to have every session interactive, practical, and designed to keep energy high while ensuring the learning is relevant and immediately applicable.
Francesca has delivered training across a wide range of settings, including insurance, pharmaceutical, sales and consultancy firms, NGOs, and the public sector, shaped by her experience at EMCS and her current work with an NGO. Participants leave her sessions with practical tools, clarity, and the confidence to take what they learned and put it into practice.
