Course Summary

This course deals with two inter-related aspects: managing teams and harnessing teamwork to be of service to clients the organisation has set out to serve. The course will enable managers who lead customer service teams to harness their team’s potential by concurrently maximising individual and team welfare on one side, and maximising customer satisfaction on the other.

Course Duration

The proposed course duration is 8 hours.

Subjects and Issues Tackled

        • The human element of teams
        • Aspects of diversity
        • The team life-cycle
        • Defining excellent customer service
        • Developing the right communications
            • Customer service logs
            • Dealing with client feedback
        • Obtaining team commitment towards goals and a positive work ethic
        • Team consistency
        • Fostering team innovation
            • Examining procedures and proposing ideas that are client centred
        • Arming teams with resources
            • Dealing with constraints
            • Tackling frustration from perceived lack of resources
        • Taking care of team welfare
        • Managing team workload and staying cool under pressure
        • Helping the team develop the ‘thick skin’
        • Learning from shared experiences
        • Keeping team life fresh
        • Achieving transparency in team management
            • Tackling people not in tune with the team
            • Handling difficult conversations

Meet the Trainer

John Mallia has been involved in training since 1998, and has conducted numerous training courses, both for public as well as for private sector organisations, including CDRT, Actavis, ETC, the Dental industry, Malta Enterprise, Kopin, Vista, JCI, the Malta Judo Federation, Fenech & Fenech Advocates, the Malta Cooperative Federation, the Environment and Resources Authority (ERA), Grant Thornton, as well as courses organised by Mediacoop itself.

John Mallia specialises in the areas of motivational training for personal development and success and conducts various training and consultancy work in customer care, marketing, image management, Public Relations, teamwork, communication, co-operatives and work relationships. Mediacoop also organises and facilitates various teambuilding sessions for different organisations.

Years of Experience

20+ years

Completed Successfully

350+ Courses