Customer Service Excellence Skills

Customer Service Excellence Skills

Trainers: Qualified trainers from Psypotential
Target Audience: Employees in customer care roles
Course duration: 8 hours  

Course Overview

The University of Malta has identified the need to initiate a training development programme on customer service skills for its support staff. This programme combines core service values upheld by the University of Malta within practical and interactive training sessions aimed at internalising best customer service practices amongst the staff. The training programme taps into an understanding of people and instils in its participants the satisfaction of delivering a high-quality service that is linked to the ultimate purpose of the University of Malta.

Training approach

This course is being delivered by Psypotential and is based on an interative and learner-centred methology, that is based on cutting edge principles of adult learning. This consists of scientifically proven methods of brain compatible learning that maximises retention and application of the context as well as the transfer of learning to the everyday practical reality of the participants' context.

Course structure

The programme will consist of 8 hours with sessions being four hours long. In the case that this course is held online, this will consist of 6 hours. The sessions will include the following topics:

  • Understanding our customers, their importance and their needs and being customer centric.
  • Understanding how we impact customers with our presence (incl. maintaining a professional appearance, grooming, dress, behavior, etc.).
  • Communicating positively and effectively through face-to-face and voice-to-voice communication. (Greeting customers, managing complaints, giving instructions).
  • Understanding the impact of body language and tone of voice.
  • Learning the skill of effective listening, empathy and asking the right questions.
  • Freedom of information and data protection awareness.
The University of Malta’s Corporate Communication Policy will be kept at the forefront of all of the topics delivered.