Participants will be able to identify the rationale for, and basic principles of, customer care and client service in training as tools for improving training quality and increasing training institutions' competitive edge.

Through peer learning and case-illustration methods, participants will have identified and learned important generic lessons and best practices, based on their actual experiences, in developing and implementing customer care and client service activities before, during and after training.

Participants will have demonstrated the ability to select and apply relevant quality customer care principles and personalized client service methods by developing a proposed or improved customer service strategy/plan which can enhance their training programs quality and competitive edge.