Award in Customer Care

Award in Customer Care

Accreditation and MQF Level 

The Award in Introduction to Casinos and iGaming is a Higher Education programme which consists of 1 ECTS and is accredited by the Malta Further and Higher Education Authority at level 5 of the Malta and European Qualifications Framework for lifelong learning.  

Dates of Next Intake

Applications are open and you may apply here.

This award is also offered 100% online here.  

Entry Requirements

Any work experience is accepted All students must be over 18 years of age. There should be no physical disabilities that preclude the student from carrying out their duties, e.g. arthritis of the fingers or hands, a finger cut off or deformed fingers. We will take into consideration the Malta – Equal Opportunities (Persons with Disability) Act during the admission process.


The duration of this course is 25 hours.

Maximum Number of Participants

Places for this course are limited to 30 delegates on first come first serve basis


Online Live Casino Academy, Bordino Street, Bugibba, St. Paul’s Bay, Malta SPB 2743


Lessons will be delivered in English.

Target Audience

  • People who are interested to work as a croupier in a land-based casino or live-studio casino;
  • People who would like to advance/change direction in their casino career;
  • People who are interested to start a new career within the gaming industry.

Total Learning Hours

The Diploma in Land-based Casino Croupier and Live-Studio Casino Game Presenter consists of 1500 total learning hours.

Teaching, Learning and Assessment Procedures

The mode of teaching consists of practical sessions and lectures. The mode of assessment consists of practical one to one assessments and written examinations.

Learners will be given the opportunity to have theoretical class sessions and class sessions with the use of presentation. 3 lessons: 3 hrs 20 min each lesson OR This module shall also be taught through the use of online provision of the content. Learners will be able to interact with a video as well as written content which can be accessed at any time. The content provides detailed information about the respective module. Written test: Multiple Choice of 27 questions OR Assessed through the Online Platform by either 1 of the 2 methods below: 1. 100% multiple choice exam on the online platform 11. Customer Care: Multiple Choice Exam A Description: Section A consist of 10 Multiple Choice questions. Or 2. This module shall be assessed through the use of 1 assignment (50%) as well as 1 final Multiple Choice Exam at the end of the module (50%) which are: 11. Customer Care – Assignment A (50%) Description: The Assignments are based on a set of questions which require short answers. Hence, the word count is not applicable for this module. 11.Customer Care: Multiple Choice Exam A (50%) Description: Section A consist of 10 Multiple Choice questions.

Learning Outcomes | Competences

  • Express the right body language and facial expressions that communicate well on the video screen to ensure that playing customers enjoy their gaming experience;
  • Be responsible for analyzing and evaluating the importance of communication;
  • Communicate formally with casino customers and fellow employees;
  • Able to be active in problem solving;
  • Provide detailed information to the inspector and pitboss;
  • Have a positive attitude that communicates respect, patience, interest & confidence to the customers;
  • Build a mutual trust with the customer;
  • Deal with challenging customers;
  • Avoid getting trapped in a negative filter;
  • Reports in a detailed manner for management to solve any raised incidents
  • Communicates effectively with the management to pass on recommendations and innovative customer care ideas in the field of work using creativty
  • Evaluates own learning and strives to learn additional learning outcomes in the customer care field of work

Learning Outcomes | Knowledge

  • The learner understands the fundamental importance of communication.
  • Understand challenging customers.
  • Acquire knowledge of different emotions of players.
  • Understand the communication of different clients.
  • Understand the techniques for managing other’s people anger
  • Understands advanced procedure text books and researches practical solutions to abstract problems in the customer care field.

Learning Outcomes | Skills

  • Formally chat with customers;
  • Students are able to use communication skills and social behavior skills whilst interacting with players;
  • Determine the type of approach needed to handle an angry customer;
  • Learn how to communicate with players in a gentle and friendly manner and a leading courtesy in order to present the client with the highest level of customer service;
  • The student is able to introduce and present himself/ herself to the audience (online players);
  • Able to listen & understand the customer and fellow employees.
  • Entertain players in a friendly manner to demonstrate high engagement during the game;