Following the success of the previous class, Lead-UP Practical Management Academy continues to collaborate with Viettel Hue to implement the next class in the training series “Communication and Customer Care Skills” for the technical workforce, with the objective of expanding coverage, standardizing competencies, and ensuring consistency in customer service delivery at the local level.

From the very beginning, expert Pham To Hoai facilitated the class using an exploratory approach, encouraging participants to actively share real-life situations they have encountered in their work. Beyond merely recounting experiences, these situations were quickly analyzed to identify both appropriate and inappropriate handling methods, enabling participants to clearly recognize the gap between current habits and the desired standards. The learning atmosphere became dynamic and substantive from the outset, driven by an engaging and high-energy warm-up session.

Based on these practical situations, participants were guided to gain deeper insights into how customers perceive service in real-world contexts. It is not merely about following procedures correctly, but about ensuring that customers feel reassured, respected, and fully supported. This approach helps participants realize that the same technical action, when executed differently, can lead to entirely different customer experiences.

In alignment with the overall spirit of the program, the 6C behavioral framework continued to be implemented through a practical, application-oriented approach. Participants were placed in various scenarios to test and refine their communication styles, enabling them to discern when flexibility is required and when standardization is essential. Continuous repetition and adjustment allowed these behaviors to move beyond performative actions and become natural and contextually appropriate responses.

In the context of handling situations, the LEARN model was applied as a reference framework for participants to review and improve their own approaches. Rather than following a rigid step-by-step process, participants were encouraged to apply the model flexibly according to each specific situation, particularly in demonstrating empathy and delivering solutions aligned with the customer’s psychological state at that moment.

At an advanced level, the program focused on developing the ability to “read” customer needs during the service process. Through practical scenarios, participants were guided to identify signals indicating emerging needs, thereby enabling them to proactively initiate conversations and propose suitable solutions. Cross-selling and up-selling techniques were introduced in a refined and subtle manner, grounded in understanding and appropriate timing, ensuring that recommendations are perceived as valuable and are positively received by customers.

The practical component was further intensified with more complex and realistic scenarios, requiring participants to manage multiple factors simultaneously within a single situation. Beyond problem resolution, participants were expected to pay attention to communication techniques, emotional regulation, and the ability to guide the interaction effectively. After each performance, scenarios were debriefed to highlight the distinction between a “correct” approach and an “effective” one.

The learning environment was continuously energized through a competitive mechanism among groups and individuals, with performance tracked and recognized across activities. Evaluation was based not only on final outcomes but also on participants’ progress in their approach and situation-handling capabilities throughout the exercises. At the conclusion of the class, the organizing team honored the Top 4 outstanding individuals and the highest-performing group, acknowledging their efforts and the significant improvements demonstrated during the program.

The training series has concluded; however, it simultaneously establishes a clear direction for the technical workforce of Viettel Hue: not only to excel in technical expertise, but also to demonstrate professionalism in communication, proactiveness in service delivery, and readiness to provide solution-based consultation for customers. Accordingly, each customer interaction is no longer merely a task execution, but an opportunity to create a better experience and to build sustainable trust with customers.

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