Through peer-based learning methods, participants will learn from each other the types and nature of customer care and client service problems/issues or challenges they presently face, and share practical lessons learned and best practices from their experiences.

Using “real-life” case-illustrations method, participants will systematically and critically analyze relevant customer care principles and personalized client service methods applicable for improving training quality and increasing training institutions' competitive edge.

Summary presentations on the State-of-the-Art in quality customer service "know-how" will be made by experienced marketing & customer service experts and training practitioners.

Hands-on, practical, tasks-oriented exercises, incl. "learning applications" practicum sessions, will provide participants with the opportunity to select and apply relevant concepts and methods in developing their own proposed strategies/plans for improving customer service activities in their training programs and/or institutions.

Participatory and group discussion methods will help participants discuss, review, and critique, each other's ideas and proposed customer care strategies and client service improvement plans.