In today’s highly competitive business environment, client service plays a crucial role as a strong connection between businesses and their clients. A professional and dedicated client service team hence greatly contributes to business success via providing comprehensive experience and well accepted satisfaction to clients, creating a competitive advantage for the company.
Recognizing this importance, Hai Phong Port organizies an internal training program on client service, equipping employees with the necessary knowledge, skills, and methodological approach to best meet customer needs.
The training course is scheduled to take place every Friday from 21 February 2025, to 14 March 2025. The company internal lecturer is Mr. Le Vo Quang Huy, Master of Commerce – International Business from the University of New South Wales, Australia. With extensive experience in international business, client strategy, marketing & brand strategy, and global business optimization, he currently holds the position of Director of Client Service at Hai Phong Port.
The training program provides participants with an overview of client service, its roles, responsibilities, and directions in modern business, as well as its links to other business functions.
The course will also introduce key definitions, models, and theories on customer relationship management, derived from successful business models studied by economists and proved by many actual business case studies. The lecturer will summarize key lessons to help individuals develop a structured customer service mindset. Additionally, participants will engage in discussions on real-life situations encountered at work, drawing insights and sharing experiences with others.
The lessons are designed based on the lecturer’s academic and professional experience at RMIT University and UNSW Australia. On top of that, those contents have been well tailored to practically adapted to actual context of Hai Phong Port operation.
Training contents include:
- Functions, responsibilities, strategies, and directions of client service in market operations.
- Client service, business, and marketing – the three pillars of a customer relationship management system.
- Introduction to trends, models, and definitions of marketing in client service, providing a foundation for market activities that bring value to customers.
- Analyzing client behaviors, understanding client psychology through a multi-faced approach to devise effective service strategies.
- Qualitative and quantitative planning for client policies, including evaluation metrics in customer service to manage and enhance service efficiency.
Upon completing the course, participants will obtain a comprehensive understanding of client service and be able to apply it to their work, helping client service at Hai Phong Port evolve to the next level, become more distinctive and precise, and enhance its competitiveness.
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