In small Peer Learning Groups (PLGs) (6-8 participants per group), participants will do "reflective thinking" based on the above analysis on Customer Service (CS) issues, and share their personal experiences and their institutions' problems & challenges related to CS.

Each PLG will summarize the best practices and lessons learned from their group members' personal experiences and identify important and relevant generic customer service principles/concepts applicable for training. Each PLG will also need to report during the Plenary Session 2-1 (on the following morning) some preliminary ideas or concepts based on Session 1-5 discussion which the PLG members would like to try out for improving CS in their institutions.

The session provides an opportunity for participants to examine the implications of the changing environment on training institutions and to consider various options or strategies on how to mitigate the "problems" or "threats" faced by training programs and institutions. A holistic conceptual framework for developing strategies for improving the competitiveness of training institutions will be proposed. Innovative approaches and specific strategies in qualitative improvement of learning processes & methods, interactive technology applications, distance learning, niche marketing, as well as customer care and personalized client service will be introduced.

Real life examples and/or actual illustrations from KULT program workshops in providing "Quality-Plus" efforts in terms of the training process, methods, management, marketing, customer care & client service will be identified and discussed.

How about improving quality of the "public service and development role" of a training institution? Should training institutions be concerned with the "digital divide" issues and inequality of the socio-economic benefits gap? These issues will be discussed in relation to creative financing, economics, and entrepreneurship of training/education programs.

The focus of the discussion during this session will center around what types/kinds of CS activities would not only be useful but also can contribute or enhance the effectiveness of the learning process, and why such services are important. Furthermore. Participants should also discuss and suggest how best to undertake such CS activities based on participants' own practical experiences and demonstrated results.

Each PLG will summarize in the next Plenary Session 2-5 the relevant/salient issues discussed and share the inventory of proposed CS activities BEFORE, DURING and AFTER training, including the reasons why such activities are important.

Quality customer service cannot be seen as a stand-alone activity. It is interwoven with:

Excerpts of the SADC QM questionnaire will be used in a short exercise. The purpose of the exercise is for participants to learn how to conduct a Self-Assessment of their organization, and create an Action Plan based on these results. A Quality Customer Service Action Plan can be a subset of the organization's overall Action Plan.

Participants will discuss in their assigned Peer Learning Groups (PLGs) the suggested CS for BEFORE, DURING and AFTER a given training/education program. Each PLG will report to the Plenary Session 6-2 (max. 15 minutes per PLG) their CS suggestions.