Customer Care

Wow! – Delivering Outstanding Customer Service

A critical element of business success is not only meeting client expectations but exceeding them. Delivering the service promise to customers, both internal and external, is a must if an organisation aims to outrun the competition in being the provider and the employer of choice.

This programme will provide participants with the opportunity to develop the skills required to enable them to offer outstanding customer service and build on customer loyalty and strong brand identity.

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Venue: ThinkTalent Training Room, ThinkTalent Offices, Mriehel

Language: English

Duration: Full Day

Hours of Total Learning: 7

Entry Requirements: None

Mode of Attendance: Part-time

Mode of Delivery: Face-to-face

Grading System: Not Applicable

Pass Mark: Not Applicable

Funding Options: Three Malta funding routes can cover most of your course. MySkills Scheme (cash grant reimbursement, individuals) — employed participants claim back up to 80% and unemployed up to 100%, paid as a cash reimbursement on completion, max €5,000 per application. Get Qualified Scheme (tax credit, individuals) — employed, self-employed and business owners recover up to 70% of eligible training costs as a personal tax credit, max €10,000 per application. Investing in Skills / IIS (tax credit, employers) — Malta-registered employers recover up to 70% of eligible training costs for their staff as a tax credit. Not sure which scheme fits you? Contact us — we will tell you exactly what you qualify for. Important: The MySkills Scheme and Get Qualified Scheme are only available to individuals who are officially residing in Malta. Proof of Malta residency is required when applying for either scheme.

Learning Outcomes

By the end of the session, participants will be able to:

Understand what defines outstanding customer service and why it matters.
Identify the needs of both internal and external customers.
Differentiate between meeting and exceeding expectations.
Engage more meaningfully with customers to uncover hidden expectations.
Apply the R.A.T.E.R. model to assess and improve service delivery.
Build stronger relationships that drive customer loyalty and advocacy.
Design proactive strategies to turn routine interactions into exceptional experiences.
Commit to a personal service action plan that drives ongoing improvement.

Target Group / Audience

All employees involved in customer service delivery – from front-line representatives to support teams – who want to elevate the customer experience, both internally and externally.

Minimum Age: 18+

Course Details

Date/s of Next Intake	February 2026 or
Venue	ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language	English
Duration	Full Day
Hours of Total Learning	7
Entry Requirements	None
Mode of Attendance	Part-time
Mode of Delivery	Face-to-face
Grading System	Not Applicable
Pass Mark	Not Applicable
Funding Options	Three Malta funding routes can cover most of your course. MySkills Scheme (cash grant reimbursement, individuals) — employed participants claim back up to 80% and unemployed up to 100%, paid as a cash reimbursement on completion, max €5,000 per application. Get Qualified Scheme (tax credit, individuals) — employed, self-employed and business owners recover up to 70% of eligible training costs as a personal tax credit, max €10,000 per application. Investing in Skills / IIS (tax credit, employers) — Malta-registered employers recover up to 70% of eligible training costs for their staff as a tax credit. Not sure which scheme fits you? Contact us — we will tell you exactly what you qualify for. Important: The MySkills Scheme and Get Qualified Scheme are only available to individuals who are officially residing in Malta. Proof of Malta residency is required when applying for either scheme.

Structure of Programme:

The programme covers the following topics:

Part 1: Why Outstanding Service Matters

What is "outstanding" service?
Exercise: “Customer Expectations Timeline” – How expectations have evolved
Link to organisational mission, brand, and competitive advantage

Part 2: Internal & External Customers

Definition and distinction activity
Group Mapping Activity: Our Internal/External Customer Web
Discussion: How internal service excellence drives external service success

Part 3: Understanding and Exceeding Expectations

Role Play: Spot the Expectation Behind the Request
Discussion: Why “just enough” is no longer enough

Part 4: Mastering the R.A.T.E.R. Model

Deep Dive into R.A.T.E.R. (Reliability, Assurance, Tangibles, Empathy, Responsiveness)
Breakout Stations: Each group explores and presents one R.A.T.E.R. dimension with real-life examples
Self-Assessment Activity: “Rate Your Service” Checklist
Paired Discussion: “What’s My Strength, What Can I Improve?”

Part 5: Bringing WOW to Life: Practice & Application

Group Challenge: “Design a WOW Moment” – Creative group presentations
Role Plays: Handling different customer types using R.A.T.E.R.

Part 6: Building Loyalty & Emotional Connections

The Psychology of Loyalty – Why emotions matter
Quick Case Study: Brands that create loyal customers

Part 7: Personal Commitment & Closing

Reflection: What’s one thing you’ll start/stop/continue?
Final Q&A and Wrap-up

💰

From FREE

80–100% MySkills cash grant

✅

No Entry Requirements

Open to everyone 18+