Course Overview

Intro

Customers are an essential component of any organisation since they sustain it. In this MQF Level 5 module (4 ECTS), our students will analyse the relationship between an organisation and its clients. Furthermore, they will discuss how a healthy relationship between the two parties is developed and maintained.

Overall competences

During this module, our students will be able to:

• Understand the importance of customers and excellent customer service.
• Recognise customers’ needs, wants and expectations.
• Use organisational auditing to find and retain customers.
• Learn how the customer supply chain operates.
• Adopt an assertive and consistent brand voice when dealing with customers.
• Develop the necessary skills to engage with customers and handle their enquiries.
• Learn how to listen, ask questions and summarise when responding to a client’s request.
• Identify ways of adding value to customer relationships and exceeding expectations.
• Determine how to turn customer disappointment into a positive experience.
• Sell with persuasion and recognise the importance of aftersales service.
• Develop professional customer care procedures.

Accreditation by MFHEA

For more information kindly click here to view the complete accreditation information

Location

Malta Leadership Institute
Valley Towers, Suite 9
Valley Road
Birkirkara BKR9022
Malta