A memorable and beyond-expectation experience

On November 23, 2025, Lead-UP Academy officially accompanied TPBank Da Nang in the training program “Communication Skills & Customer Complaint Handling” – a course developed based on detailed TNA results, learner surveys, mystery shopper findings, and the practical needs of the Da Nang cluster. This program was directly delivered by Lecturer Phạm Tô Hoài (Consultant and Trainer at Lead-UP Academy).

[Photo:The trainer taking a commemorative photo with the learners]

But the most special thing about this class was not only the content.
It came from the “5 NOs spirit” of more than 40 learners – TPBank tellers, controllers and customer service officers:

• NO breaks – the entire class was fully immersed in continuous hands-on activities.
• NO distraction – 100% focus on every scenario and every bank-specific activity designed for the program.
• NO personal tasks – every eye was on the instructor; every group actively discussed to earn team points and to absorb as much knowledge and skills as possible.
• NO fatigue – the more they learned, the more energetic they became. Even at the end of the day, learners continued to participate enthusiastically.
• NO wanting to leave – the class ended but everyone still lingered… wanting to keep learning (as one learner from Group 2 shared).

This spirit turned the program into a beautiful memory — a training day full of energy and goodwill — true to TPBank’s service culture and the learner-centered, “real-world execution” training philosophy built by Lead-UP Academy.

[Photo: A role−play practice scenarioin class]

Real-world. In-depth. And precisely what TPBank needs.

Based on the learner survey, the top prioritized needs were:

• Handling objections/complaints – 100%
• Managing emotions & staying calm – 90%
• Creating positive first impressions – 87%

Therefore, Lead-UP structured the program with 70% practice – 30% theory, including:

1. Standardizing service mindset – the foundation of all communication behaviors

Learners were inspired with the pride of being banking professionals and gained clarity on the 5 service levels (Moral – Manner – Service – Hospitality – Omotenashi) to elevate their behaviors from the very first point of contact.

2. The art of communication that creates instant trust

Focusing on the 5 Golden Principles and the 6 standard service behaviors customized for TPBank, in which “empathetic listening” is the core capability that builds trust, reduces tension, and increases customer cooperation.

3. Handling complaints with the 5-step LEARN model

One of the most impactful sections, featuring scenarios that hit TPBank’s “real pain points”: long waiting time, pending transactions, unclear fees, heightened customer emotions…

4. Service recovery skills using the W.O.W model

Offering the mindset:
“A customer’s problem is our opportunity.”
Employees must not only solve the issue but also “wow” the customer through proactiveness, responsibility, and an Omotenashi attitude.

5. Advanced practice: service behaviors, complaint handling, and service recovery

This was the segment that ignited the entire class because learners were able to watch – do – and get corrected immediately. TPBank learners demonstrated an admirable level of discipline: professional, attentive, and willing to redo until mastering the standard.

[Photo: Congratulating thebest−performing team with a well−deserved reward]

The training day would not be complete without acknowledging the positivity, grace, and professionalism of the TPBank Da Nang “purple ladies.” Their confidence, charm, and eagerness to learn truly brightened the whole room.

Lead-UP Academy sincerely thanks:

• TPBank’s Leadership for entrusting us with this responsibility,
• The L&D Department for their close coordination throughout the preparation process,
• The branches for enabling full learner participation,
• And the learners themselves – service professionals with kind hearts and a strong growth mindset.

The training day has ended, but the journey of elevating service standards and creating WOW experiences at TPBank has only just begun. Lead-UP will continue to accompany TPBank in building a frontline team that is competent, disciplined, and emotionally intelligent.

Respectfully,
Lead-UP Academy | Learn to Act – Act to Lead