On April 17, 2019, Master Hồ Trúc Vi – a leading training expert in the field of customer care – directly taught the Customer Service course at the Korea Visa Application Center HCMC (KVAC), located in Vietcombank Tower. This was a program jointly organized by the Ministry of Industry and Trade, Lotte Group, and the KOICA organization, aimed at enhancing customer service skills for the KVAC staff. The course provided in-depth knowledge of customer service, negotiation skills, along with methods for effective conflict resolution and complaint handling.
Value the Course Brings to the Business
The Customer Service course not only helps individuals improve their customer care skills but also brings many practical benefits to the business. In the context of visa services, which require accuracy, professionalism, and flexible situation-handling abilities, this training program helps improve service quality, increase customer satisfaction, and simultaneously enhance the image and reputation of KVAC.
Figure 1. The training expert during the Customer Service course for KVAC.
1. Enhancing Customer Experience & Optimizing Service
Customers arriving for visa procedures often have high expectations and anxieties. Through professional training, employees can apply professional communication skills to provide clear guidance and advice, build trust, and help customers feel more at ease. A standardized service process not only helps minimize errors but also provides customers with a better experience, thereby increasing satisfaction rates.
2. Minimizing Conflict and Handling Complaints Effectively
The course helps KVAC staff enhance their negotiation skills for difficult situations. By equipping them with flexible thinking and in-depth problem-solving methods, employees can proactively handle complaints and prevent situations from escalating into major conflicts. This not only helps protect the center’s reputation but also enhances the professionalism and friendliness of the service.
3. Improving Productivity and Optimizing Workflows
Besides improving communication skills, the course also guides employees on how to manage time and organize work effectively to ensure a smooth service process. As a result, staff can process applications more quickly, reduce work pressure, and better meet customer needs without being overloaded.
4. Strengthening Team Cohesion
A professional work environment requires cooperation and mutual support. Through lessons on teamwork skills and emotional management, KVAC staff can better understand their role within the collective, thereby creating a strong team that works effectively and supports each other better in all situations.
Figure 2. Participants focusing on the presentation about customer service.
Figure 3. A session on how to prepare professional attire and appearance.
The Customer Service training course on April 17, 2019, at Vietcombank Tower, taught by Master Hồ Trúc Vi, delivered practical value, helping the KVAC staff not only to develop personal skills but also to contribute to improving service quality, increasing customer satisfaction, and strengthening brand reputation. With the knowledge and skills acquired, participants can immediately apply them in practice, helping the center become increasingly professional in the field of customer service.
