DENHANCING CUSTOMER EXPERIENCE THROUGH EFFECTIVE COMMUNICATION" - THE KEY TO SUCCESS FOR LONG BIEN INVESTMENT JOINT STOCK COMPANY

Long Bien Investment Joint Stock Company successfully organized the course "Enhancing Customer Experience Through Effective Communication" for 60 managers and employees on May 27 and May 28, 2024. The course aimed to equip participants with the necessary knowledge and skills to improve the quality of customer service, thereby contributing to increased customer satisfaction and loyalty towards the company.

The course was designed with specific and clear objectives:

• Understanding the importance of customer care: Grasping key insights into the role of customer care in today’s competitive business environment.
• Identifying key factors for customer satisfaction: Comprehending customer needs and desires in the digital age.
• Mastering effective communication skills: Proficiently applying active listening skills, presenting according to the EB2C model, and professionally handling customer complaints.

The course content was divided into two main parts, which included an overview of customer experience and enhancing customer experience through effective communication.

In the first part of the course, participants were clearly explained the concepts of Customer Care (CC), Customer Service (CS), Customer Journey (CJ), and Customer Experience (CX). They also identified three key factors for customer satisfaction, analyzed customer behavior, and created customer journey maps.

In the second part of the course, participants had the opportunity to master the standards of three skills: active listening, presenting according to the EB2C model, and complaint handling. They also practiced communication skills through real-life scenarios and group exercises.

To enhance the effectiveness of knowledge acquisition, participants engaged in lively practical activities such as storytelling based on provided images and data, a competition to distinguish the four concepts: CC, CS, CJ, and CX, or decoding ciphers to identify the three key factors for customer satisfaction.

The course partially improved awareness of the importance of customer experience to business success, helping participating managers and employees to master the necessary knowledge and skills for effective communication with customers. They also gained the ability to apply the skills learned to their actual work, contributing to improved customer service quality and creating a professional image for the company.

Long Bien Investment Joint Stock Company believes that the course "Enhancing Customer Experience Through Effective Communication" has contributed to building a solid foundation for the staff in improving customer service quality, thereby increasing customer satisfaction and loyalty towards the company.