Additional Info
Upon successful completion of this course, students will be eligible for a 70% refund of the cost through the ‘Get Qualified’ scheme.**
Due to the modular structure of the course, you may also opt to take individual modules as stand-alone. The entry requirements still apply.***
*Prices are applicable to students who reside in Malta at the time of applying.
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Measure the effectiveness of the customer service being offered by own company.
- Manage own team of customer service effectively and ensure good team work amongst employees.
- Solve problems with clients in a timely manner and effectively to ensure customer satisfaction and retention.
- Deal with the stress that customer services providers experience.
- Evaluate complaints received from compiled database and take corrective action to avoid reoccurrence.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- The different types of organisation structure.
- The customer service driven organisation.
- Operational customer care within an organisation.
- The importance of affective customer service within the organisation.
- Organisational systems of customer care service – Tools to measure the effectiveness of own Customer Care Service.
- Reliable organisational customer care g) Case Studies in organisational Customer Care.
- Main Theories of Organisational Communication.
- Understanding the stress that offering customer service might cause on employees and clients.
- Ineffective handling of customer complaints.
- The concept of continuous improvement – models of continuous improvement.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Follow case studies to determine best practices taken by organisations similar to own organisation.
- Compile data with customer complaints as a tool for continuous improvement.
- Use the appropriate data collection and analysis tools to measure the effectiveness of the organisation’s customer service.
- Prepare customer care team training to update employee skills and emphasise team work.
- Apply the models of continuous customer care improvement in own organisation.
Judgment Skills and Critical Abilities:
The learner will be able to:
- a) Analyse customer complaints and prepare a plan of action to avoid future complaints.
- Determine the negative effects on the organisation in case of failed customer care.
- Propose solutions to customer care problems in a short time to ensure customer satisfaction.
- Identify the different structures and cultures at play in own organisation to better target customer care service.
- Propose changes within organisational work processes to deal with customer problems.
- Evaluate own team of customer care employees to determine their strength and weaknesses.
Module-Specific Communication Skills:
The learner will be able to:
- Explain the importance of effective customer care to keep own business above others and its role in customer retention.
- Report findings from research carried out and give own recommendations and way forward.
- Name the main theories of organisational communications and determine their relevance in own organisation.
- Illustrate the different types of organisation structure and the role of customer care within different types of organisations.
- Communicate with customer care team often to keep in contact and offer guidance when required.
Module-Specific Digital Skills and Competences:
The learner will be able to:
- Navigate through the online learning platform to benefit from assignments, discussion boards, literature, tutorials etc.
