Award in Delivering Outstanding Customer Service (MQF 4)

Learning Outcomes

By the end of the programme, the participants will be able to:

• Understand the importance of delivering outstanding customer service
• Use their communication skills to serve customers better
• Use techniques to handle dissatisfied and difficult customers

Structure of Programme

The programme is made up of one module divided in 5 parts: What does outstanding customer service look like?

• Exceeding expectations
• Being thoughtful
• Delivering the unexpected

The importance of delivering outstanding customer service for the customer, for the business and for you.

• The positive impacts of delivering outstanding customer service

Impact of poor customer service

• The negative impact of delivering poor customer service

You are the brand.

• Understanding the brand promise and values
• Aligning yourself with the brand and taking ownership of customer issues

Communication basics (the communication cycle)

• Understanding the basic components of communication (sender, communications channel, receiver)
• Understanding the potential pitfalls for communication breakdown
• Identifying your audience and your purpose

Identifying the best way to communicate with customers

• Identifying the different methods of communicating with customers (written, phone, face-to-face)
• Understanding the different dynamics of the various types of communication channels
• Selecting the right channel/s for effective communication

Mastering your words, tone of voice and body language to create rapport

• Mirroring techniques to develop rapport

Telephone handling techniques

• Telephone etiquette
• Using your voice effectively
• Answering calls promptly and courteously
• Putting the caller on hold
• Transferring calls
• Taking messages
• Closing the call
• Handling difficult callers

Effective eMail writing (the 10 Cs of effective written communication)

• Complete
• Concise
• Clear
• Conversational
• Correct
• Coherent
• Credible
• Concrete
• Courteous
• Considerate

• Being Reliable (building trust, making and keeping promises to customers)
• Re-Assuring the Customer (positioning yourself as the expert ready to help)
• Taking Care of Tangibles
• Expressing Empathy
• Demonstrating Responsiveness

• The Differences in Conflict Behavioural Styles
• Techniques for ways to improve confidence and self-esteem
• Appropriate levels of assertiveness in common service situations
• How to apply assertive behaviours through verbal techniques

• How to Recover When (not if) You Fail
• Apologies Done Right
• How to Respond Positively to Negative Feedback from Customers
• Handling Complaints
• How to Deal with Difficult Customers

Teaching, Learning and Assessment Procedures:

The programme will include a mix of formative self-assessment, peer-assessment and trainer assessment techniques, including:

• A number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
• Learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
• Trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
• Self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session

What’s Included:

• Training by a certified and experienced educator/s
• Detailed course notes
• Funding options

Target Group / Audience

This programme is targeted towards those with responsibilities that involve interaction with customers, whether this is carried out face-to-face, via eMail or over the phone.

Date/s of Next Intake

April 2026 or June 2026 or July 2026 or October 2026

Venue

Think Talent Training Room, Think Talent Offices, Mriehel

Language

English

Duration

3 full days

Hours of Total Learning

25

Entry Requirements

Learners must possess a basic knowledge of reading, writing and speaking in English as well as being familiar with using an eMail client (e.g. MS Outlook).

Mode of Attendance

Part-time

Mode of Delivery

Face-to-face

Grading System

Standard pass/fail grading scale

Pass Mark

50%

Funding Options

Three Malta funding routes can cover most of your course.

• MySkills Scheme (cash grant reimbursement, individuals) — employed participants claim back up to 80% and unemployed up to 100%, paid as a cash reimbursement on completion, max €5,000 per application.
• Get Qualified Scheme (tax credit, individuals) — employed, self-employed and business owners recover up to 70% of eligible training costs as a personal tax credit, max €10,000 per application.
• Investing in Skills / IIS (tax credit, employers) — Malta-registered employers recover up to 70% of eligible training costs for their staff as a tax credit.

Not sure which scheme fits you? Contact us — we will tell you exactly what you qualify for. Important: The MySkills Scheme and Get Qualified Scheme are only available to individuals who are officially residing in Malta. Proof of Malta residency is required when applying for either scheme.

• Minimum Age: 18+
• Learners must possess a basic knowledge of reading, writing and speaking in English
• Learners must be familiar with using an eMail client (e.g. MS Outlook).