Opening Ceremony of the Training Program “Communication and Customer Care Skills” for the Technical Workforce of Viettel Hue

In order to enhance standardized communication skills and improve the effectiveness of customer care activities at the local level for the technical workforce, Lead-UP Practical Management Academy is honored to collaborate with Viettel Hue in delivering the training series titled “Communication and Customer Care Skills.”

At the opening session, the class was honored to welcome the presence of Mr. Nguyen Phuc Bao Huy – Deputy Director of Technical Division, and Ms. Chau Thi Ngoc Hai – Head of General Administration Department of Viettel Hue.

In his opening remarks, the representative of the leadership emphasized: “The technical workforce is not only responsible for troubleshooting but also plays a direct role in creating the customer experience at the local level.” He further stated: “Customers may forget how fast or slow we complete the task, but they will remember for a long time how we communicate and serve them.”

Immediately after the opening session, under the guidance of expert Pham To Hoai, the class was initiated with an interactive activity titled “Overcoming Obstacles,” enabling participants to revisit familiar workplace situations from a new perspective. The learning atmosphere quickly became dynamic and engaging, establishing a strong foundation for the subsequent content.

In the initial phase of the program, participants were guided to revisit, in a concise yet clear manner, the concept of service within technical operations at the local level. Rather than focusing solely on installation, repair, or troubleshooting, participants were reoriented to understand that service also involves explaining processes to customers, providing reassurance, and building trust. In this way, each technical staff member not only completes tasks but also contributes to customer retention and enhances the Viettel brand image in the customers’ perception.

Building on this foundation, the program focused on practical principles of communication and customer care. The 6C behavioral framework was introduced as a simple yet effective standard for daily interactions, encompassing smiling, greeting, expressing gratitude, sharing information, committing, and extending well-wishes to customers. In parallel, participants were equipped with the LEARN model for handling situations, enabling them to address customer feedback and inquiries professionally, from active listening and empathy to proposing solutions and following up on outcomes.

At a more advanced level, the program expanded the role of the technical workforce from service execution to solution consulting. By observing real customer needs, asking appropriate questions, and analyzing service usage scenarios, participants were guided to propose more suitable solutions. Cross-selling and up-selling techniques were introduced in a non-intrusive manner, focusing on helping customers utilize services “appropriately and sufficiently,” thereby enhancing customer experience and increasing service value.

The core component of the program consisted of role-playing and scenario-based practice activities. Participants were divided into groups and directly engaged in handling common real-life situations at the local level, such as customer complaints, doubts about service quality, or requests for service upgrades. Throughout these activities, instructors observed, provided feedback, and made real-time adjustments, enabling participants to identify gaps in their communication approach and improve accordingly. This training methodology ensures that participants not only understand theoretical concepts but can also apply them effectively in real-world contexts.

Throughout the program, the class was organized in a competitive format among groups and individuals, fostering engagement and active participation. At the end of the session, the organizing team recognized the Top 5 outstanding individuals and the highest-performing group, acknowledging the participants’ efforts and notable progress during the training.

The class concluded in a vibrant and energetic atmosphere, leaving many positive impacts on the participants. Beyond knowledge acquisition, the program contributed to shifting perspectives, shaping standardized communication behaviors, and equipping participants with the readiness to apply these skills in their daily work.

[Class 1 Activity Recap Video]

Following this success, Viettel Hue will continue with Class 2 of the program, aiming to standardize communication behaviors with a distinct Viettel identity. This will serve as a foundation for progressively enhancing overall service quality and building a professional, dedicated technical workforce that places customers at the center of all activities.

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