Customer Service MQF 2

Entry Requirements

School leaving standard of education is recommended.

Duration

8-week course with 3 contact hours per week.

Learning Outcomes

Expected learning outcomes for this course inlcude:

Knowledge
• Understand the role and importance of customer service in different types of businesses and organisations when observing and participating in typical business operations.
• Understand basic product and service knowledge when assisting customers during everyday transactions or inquiries at customer-facing points.
• Recognise the key elements of effective communication, including verbal, non-verbal, and technological communication methods when interacting with customers via face-to-face, phone, or digital channels
• Describe the importance of professionalism in customer-facing roles, including maintaining appropriate body language, dress code, and personal hygiene, when performing duties in front-of-house or client-facing environments
• Explain basic customer interaction techniques, such as greeting, active listening, and handling simple inquiries during routine service encounters or reception activities
• Understand and respond to customer needs whilst offering appropriate assistance.
• Recognise that emotions affect communication and customer relationships in routine customer interactions
• Understand the importance of teamwork in customer service environments when collaborating with colleagues to maintain smooth customer service operations
• Identify the traits of an effective team member by reflecting on behaviour and performance within team-based customer service tasks
• Recognise that delivering accurate information impacts customer trust when providing support to customers in routine service interactions.
Skills
a) Demonstrate the ability to greet, welcome, and engage customers effectively using courteous and friendly behaviour in routine customer-facing interactions
b) Use polite and professional language when communicating with customers in both face-to-face and virtual environments.
c) Use appropriate body language and eye contact to support positive customer experiences.
d) Apply active listening techniques, such as showing interest, not interrupting, and responding appropriately to customer concerns or inquiries.
e) Demonstrate basic clear verbal communication including proper tone, volume and pace during everyday customer service encounters.
f) Respond to basic customer inquiries with clarity or refer them to the appropriate person when needed within routine service operations and defined procedures.
g) Identify customer needs through observation and basic questioning techniques to offer simple, helpful solutions in well-defined customer-facing tasks.
h) Collaborate effectively in a team setting by sharing information and supporting colleagues in routine customer service activities.
i) Manage own emotional responses professionally by staying calm and respectful when handling challenging or repetitive customer service situations.
Competence
a) Apply instructions to greet, assist, and thank customers politely, demonstrating respectful language, appropriate personal presentation, and polite body language in routine customer-facing tasks.
b) Demonstrate effective communication skills, including active listening, clear speech, and responding appropriately to verbal and non-verbal cues, when managing everyday customer interactions.
c) Exercise responsibility and awareness of personal actions, ensuring customer needs are met promptly and courteously.
d) Recognise and manage basic emotional cues in themselves and customers, responding appropriately in routine service situations.
e) Follow structured procedures and use available information or support, to resolve simple customer service issues or escalate them appropriately under supervision.

Delivery Method

Face-to-face lessons

Certification/Award

Award certificate accredited by the Malta Further and Higher Education Authority. Certification is only issued upon obtaining a pass in assessment tasks and 80% attendance.

Progression to Further Education

After completing this course, learners might be interested to apply to the Customer Service MQF Level 3 course.

Additional Note

N/A

Language of Instruction

Bilingual