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Customer Service Management

About this course

All forms of organisations are required to communicate with their clients and customers to provide effective services. Excellent customer service must be well structured and managed which requires employees to possess basic knowledge on customer service management.

Course Information

Course Title MQF/EQF Level 4 Award in Costumer Service Management
Course Type Award
Qualification Framework Level MQF/EQF Level 4
Programme Duration 10 Weeks
Placement Hours 100 Hours (Including 25 Hours of Supervised Placement)
Mode of Attendance Full-Time
Mode of Delivery Face-to-Face Lectures
Total ECTS Credits 4 ECTS
Course Language English
Location Triq il-Għadam, Birkirkara, CBD 1060, Malta
  • Aged 16+ upon entry of course
  • Communicate using oral and written English
  • MQF/EQF Level 3 Qualifications
  • Clean Police Conduct
  • Copy of ID card or Passport
  • Non-EU/Non-EEA Applicants must hold a Student Visa. Click here to learn more.

Total Tuition Fees: Eur 320

For information about funding schemes click here.

Hours of total learning:

  • Total contact hours: 25
  • Self Study hours: 30
  • Supervised Placement and Practice Hours: 25
  • Assessment hours: 20

Learning Outcomes for Knowledge obtained at the end of the programme:

The learner will be able to:

  • Communicate effectively with customers in both verbal and written methods.
  • Report professional on customer complaints and queries.
  • Engage with customers using collaborative techniques.

Learning Hours:

  • Contact hours: 25
  • Supervised placement hours: 25
  • Self-study hours: 30
  • Assessment hours: 20

Modules Offered:

  1. Management and leadership styles and their impact on customer service

  2. Customer satisfaction

  3. Policies of customer care

  4. Ethics and culture of an organisation

  5. Customer service delivery



International students generally describe Malta as a safe place, enjoying excellent weather and an all-year varied cultural programme. Malta is considered as the ideal place for students to study.

Non-EU/ Non-EEA Applicants need to apply for a Student Visa before they travel to Malta. We can help guide you on this process.  Learn More.

  • Customer Care
  • Operational Managers

Age Group: 16+

Existing professionals working directly with customers and/or clients or applicants who may want to further their career in customer care service management.

Passing Criteria: Obtain minimum 50% in both assessments 

Mode of Assessment: Presentation and Assignment 

Mode of Teaching: Instructional methods, Case study methods, and Group Work 

Apex Academy, as licensed education and training provider operating in Malta, is licensed to operate within the further education field and currently Apex Academy offers MQF Level 4 qualifications.

Licence Number: 2019-010

Book now to confirm your seat

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