Customer Service MQF 3

Entry requirements

School leaving standard of education is recommended. Learners are expected to have successfully completed the course Custmer Service MQF 2 or have a similar certification.

Duration

8-week course with 3 contact hours per week.

Learning Outcomes

Expected learning outcomes for this course include: 
 
Knowledge 
• Define customer care principles and their impact on service success. 
• Distinguish between soft and hard skills and explain the concept of perceived value. 
• Identify emotional intelligence components and their relevance to customer interactions. 
• Outline how communication styles, including verbal and non-verbal cues, influence perceptions. 
• Detail strategies for problem-solving, managing difficult interactions, and professional service recovery. 
• Identify ethical responsibilities, including confidentiality, integrity, data protection, and GDPR. 
• Explain the role of teamwork, cultural awareness, and inclusivity in service excellence. 
• Describe CRM systems, the customer lifecycle, and the influence of social media on support. 
• Explain recruitment processes, job roles, and organizational hierarchies in customer care. 
• Analyze how technology and consumer expectations are shaping the future of the industry. 
Skills 
• Demonstrate professional engagement, rapport building, and active listening in real-life scenarios. 
• Respond empathetically to customer concerns while maintaining composure in stressful situations. 
• Resolve complaints using effective problem-solving, service recovery, and reflective communication. 
• Apply data protection regulations and maintain confidentiality during all interactions. 
• Use digital tools, CRM systems, and chatbots to support routine service tasks. 
• Engage customers professionally across multiple channels, including social media and digital platforms. 
• Prepare tailored CVs and cover letters while performing confidently in professional interviews. 
• Research and present information regarding key duties and requirements for customer care roles. 
Competence 
• Demonstrate core service principles and apply emotional cues to varied customer scenarios. 
• Build positive relationships through structured problem-solving and persuasive communication. 
• Manage difficult or abusive behavior calmly by following organizational protocols and guidance. 
• Execute efficient customer encounters, including effective handovers and consistent follow-ups. 
• Uphold ethical standards by applying GDPR principles and respecting cultural differences. 
• Collaborate effectively in teams to contribute to a customer-focused culture and shared goals. 
• Use feedback and quality standards to constructively improve service delivery. 
• Operate technology and CRM platforms confidently to enhance efficiency and customer retention. 

Delivery Method

Face-to-face lessons

Certification/Award

An award certificate accredited by the Malta Further and Higher Education Authority will be presented to learners who attend a minimum of 80% of the course and achieve an overall mark of 45% or higher in their tasks.

Progression to Further Education

N/A

Additional Note

N/A

Language of Instruction

Bilingual