Welcome to Mastering Customer Care, a comprehensive course brought to you by the Malta Development Association (MDA) in collaboration with the European Vocational Academy (EVA). In today’s competitive landscape, exceptional customer care is no longer a luxury, it’s the single most crucial differentiator that drives loyalty, brand reputation, and sustainable growth.
This practical training moves beyond basic service to focus on high-impact techniques. Key modules include mastering empathetic and persuasive communication, effective strategies for resolving complex conflicts and complaints, and techniques for actively listening to and understanding deep customer needs. We will also cover how to manage customer interactions across diverse channels (in-person, phone, and digital) and the foundational principles of Customer Relationship Management (CRM). The goal is to equip you with the confidence to handle any customer scenario with professionalism and competence.
In today’s highly competitive market, exceptional customer care is the ultimate business differentiator. This intensive 6-hour course, offered in collaboration with the Malta Development Association (MDA) and the European Vocational Academy (EVA), is designed to transform service professionals into masters of customer experience. You will gain the advanced skills and strategic mindset necessary to build lasting customer loyalty and significantly boost brand reputation.
This program has a duration of 6 Hours, is held in Malta, and costs 95 Euros; it is delivered in multiple languages through interpreter services, which are available upon request and subject to student numbers.
Methodology
The 6-hour intensive structure is highly practical and learner-focused, often using:
• Interactive Lectures and discussions.
• Case Studies of real-world service scenarios.
• Role-Playing and practice sessions for conflict resolution.
• Self-Assessment and personal action planning.
Assessment
Assessment is designed to confirm practical competence and is often weighted towards applied exercises:
• Ongoing Assessment (e.g., class participation, short exercises): Typically around 40% of the final mark.
• Final Assessment (e.g., case study analysis, short presentation, or practical demonstration): Typically around 60% of the final mark.
Knowledge, Skills, and Competences
This course is structured around three core areas of competence:
Category Knowledge (Theoretical Understanding) Skills (Practical/Applied Ability) Competence (Autonomy/Responsibility)
Customer Service Understanding of customer value and loyalty drivers; principles of CRM. Applying active listening and effective questioning techniques. Using appropriate tools (e.g., CRM system, email) to report and follow up on issues.
Communication Knowledge of different customer personality types and communication styles. Effectively managing verbal and non-verbal communication (body language, tone). Handling complaints and resolving conflicts with empathy and professionalism.
Professionalism Understanding organizational values, ethics, and professional behaviour. Using appropriate tools (e.g., CRM system, email) to report and follow up on issues. Taking personal responsibility for service outcomes and contributing to team excellence.
While this is an intensive, shorter Award, access requirements ensure participants can fully benefit from the program:
• Age: Applicants must generally be 16 years of age or older.
• Academic: While often no formal academic prerequisites are required for shorter vocational Awards, applicants should generally possess a good standard of literacy and numeracy (e.g., successful completion of compulsory schooling).
• Experience (Alternative Pathway): Mature students (e.g., 23+ years of age) or individuals without formal qualifications may be admitted based on a minimum of 3 years of relevant work experience in a customer-facing or administrative role, often assessed via a CV/interview (Recognition of Prior Learning – RPL).
• Language: Proficiency in the English language is essential, as the course is conducted in English.
€95.00
• Title: Upon successful completion of all course modules and the final assessment, participants will receive an Award in Mastering Customer Care (Micro-Credential).
• Level: Such professional Awards are typically accredited at MQF depending on the specific learning outcomes and depth of material.
• ECTS: The course may carry ECTS (European Credit Transfer and Accumulation System) points, such as 1 ECTS, signifying the volume of learning achieved.
MDA, C3, Avenue 77, Commerce Street,
Central Business District, Birkirkara Malta
Email: [email protected]
Tel: +356 2122 8184
Mob: +356 7949 2095