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The course focused on three key issues: an overview of customer service, development of customer care capacity of staff through training and work performance feedback, plan to improve customer care activities at the units. With the method of combining lecture and discussion activities, the training course helped students master the knowledge and understand the leader roles and responsibilities in operating customer service activities at units, and organizing training sessions to help staff develop their capacity and skills in customer care.

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After the course, the Directors/Deputy Directors of the units will review, organize and improve customer service activities at their respective unit in a more practical and efficient way.