Award in English for Customer Service - BELS Malta

Browse current offers!

Elevate your English Skills for Effective Customer Service

Course type

Individual/Closed-Group

Course length

25 hours for MFHEA recognition

Minimum age entry

18+

Minimum level entry

A2/B1

Qualification level

MQF Level 5

1 ECTS/ECTVET point per course

MFHEA license number

2021-002

Applicable for refund schemes

Get qualified, investing in skills

Delivery method

At BELS Malta or Gozo, at your office, online

Ideal for

Individuals working in customer service, or whose role involves customer service tasks

Suitable roles

Online chat representatives, call center agents, customer service desk agents, small business owners

Communicative and Practical Courses

Our customer service course aims to upskill individuals who form part of customer service teams within any sector and across any medium.

It is designed to enhance business performance through improved communication strategies, purposeful use of language, and boosting confidence in using English as a main language. Throughout the course, students will explore different models of customer service strategies with a specific focus on language and interaction.

In addition to improving day-to-day performance, this course will enable students to take on a client-centric attitude, create meaningful and professional connections, as well as acquiring polite and effective upselling skills.

The course covers fundamental topics and skills required to excel within your role. It is applicable to a diverse list of industries, namely the hospitality industry; supermarkets; computing and software companies; banking, accountancy and financial firms; legal and human resources firms; marketing and advertising agencies, transportation companies; cleaning companies.

The content is multidisciplinary and takes into consideration the multiple facets of customer service. Primarily these include face-to-face interactions, call-center and telephoning conversations, emailing and live-chat services and overall company-wide customer service.

Suggested Topics:

  1. Dealing with complaints
  2. Email writing
  3. Telephone conversations
  4. Building rapport with clients of different cultures
  5. Remaining professional and polite
  6. Making suggestions

The suggested topics are a guideline, build your own course based on your needs.

Course Objectives:

  • Develop a client-centric attitude;
  • Build profession, yet friendly and personal client relationships;
  • Acquire polite and effective upselling techniques;
  • Express themselves in a direct, yet polite manner;
  • Distinguish ways to handle difficult situations;
  • Identify cultures and how to approach them.

Learning Outcomes:

  • Apply the right register in different client-facing scenarios;
  • Formulate clear and concise email and telephone conversations;
  • Demonstrate cultural awareness and adapt to different customers.

Personalised solutions are also available. Courses can be organised at our schools in Malta and Gozo, online or at your company. Curious about how this course can suit you?

Email us to learn more

 

Recommended Combinations

learning about business email writing in english
Email Writing

Learn how to write emails that are professional and human, allowing you to have meaningful interactions. The course focuses on language skills and elements for positive and clear interactions.

 

 

View Course
During training sessions with management
Leadership and Management

Mastering communication in English is key for effective leadership. Acquire the language and interpersonal skills to lead and empower your team to deliver outstanding customer service.

 

 

View Course
learning english for telephone calls at work
Telephoning

Gain the English language skills, tone and etiquette to communicate on the phone appropriately and confidently. Improve language structures, formality and interpersonal skills.

 

 

View Course