0 Customer Communication Training Courses from Leblique Formation Conseil Leblique Formation Conseil L “The only thing worse than training people and then losing them is not to train them and keep them”- Ziglar

1 The way you communicate with customers is central to your company’s reputation and the success of its after-market services. To meet and surpass the expectations of today’s demanding and international customer base, your Sales and Support personnel need a challenging mix of linguistic and behavioral skills... Customer Communication Training Leblique Formation Conseil L 1 These courses, developed and proven with corporate industry leaders worldwide, will provide your teams with the expertise they need to ensure customer satisfaction and loyalty.

2 Communication and Customer Care (complete course) Front Desk Communication Technical Support - Answers to Customer Queries Technical Sales and Support Presentations Field Service Communication Customer Communication during Production and Delivery Targeted Training for Specific Needs “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Henry Ford Leblique Formation Conseil L

3 Training need Develop skills to use different media to communicate with the customer in sales, production and support (customer services) environments. Population Customer Services & Engineering personnel Content Written correspondence on technical and customer service topics Technical presentations - create and deliver Face-to-face discussions/negotiations Customer care and inter-cultural aspects References / Customers Airbus Customer Services (Toulouse, Hamburg, Madrid) Safran Group : Sagem / Messier Bugatti Dowty (MBD) Duration : 3 days Customer Communication (complete course) “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them … preferably in unexpected and helpful ways.” Richard Branson Leblique Formation Conseil L

4 Training need Improve customer satisfaction and corporate image by a coherent, customer-centered approach to after-market spares, repair administration and technical queries. Population Spares/Repairs Services (CSC) Technical Data and Support Services Content Written communication ( s for spares, repairs, logistics) Telephone and teleconferencing, as appropriate Customer mindset, common issues, typical content, cultural aspects References / Customers Airbus / Satair (Hamburg) Airbus Avionics (EYY, Toulouse) Safran : Sagem (Massy), Messier Bugatti Dowty (Vélizy, Toronto, Singapore) Duration : 2 days Front Desk Communication “Your most unhappy customers are your greatest source of learning” Bill Gates Leblique Formation Conseil L

5 Technical Support - Replies to customer queries Training need Provide clear and timely answers to technical queries, dealing with issues and complaints in a professional manner. Population Customer Services Engineering Support Customer Services support contractors Content Understanding Customer needs and perceptions Clear writing rules and guidelines Practical examples & case studies References / Customers Airbus, ATR, Safran / Sagem, Zodiac (Sicma) Support contractors (Safran Engineering, Aeroconseil, Sonovision, Alten …) Duration : 1 day “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong” Donald Porter, British Airways Leblique Formation Conseil L

6 Training need Create and deliver clear and memorable presentations to customers, combining appropriate level of technical information with positive corporate messages. Specific training available for technical symposia. Population Support Engineers, Technical Specialists, Sales Engineers Content Define strategy & messages Develop content & slides Deliver, respond to questions References / Customers Airbus, ATR, … Duration : variable Technical Sales and Support Presentations “If you can’t explain it simply, you don’t understand it well enough” Albert Einstein Leblique Formation Conseil L

7 Field Service Communication Training needs Communicate on-site technical support with a coherent company image, appropriate to the cultural environment, through face-to- face discussion as well as written and telephone contacts. Population Field Service Managers and Representatives Content Customer mindset, writing, presenting Explaining and defending technical solutions Inter-cultural aspects References / Customers Airbus Field Service Managers and Representatives (Eastern Europe, India) Duration 2 days “The biggest communication problem is that we do not listen to understand; we listen to reply” Anon Leblique Formation Conseil L

8 “Customers are not always right, but they are always the customer” Shep Hyken, Author Target needs Communication on technical subjects, production issues, solutions, adapting to inter-cultural differences. Population Customer Managers, Production Quality, Test Engineers Content Written and spoken communication Customer mindset, presentations, risks & concessions, cultural aspects Describing Quality issues and remedial actions in official documents (QLB) and in front of customer representatives References/ Customers Airbus Final Assembly Line (FAL Toulouse, Hamburg) Duration 2 days Customer Communication for Production personnel Leblique Formation Conseil L

9 Philip Leblique Highly experienced Communications Trainer and Consultant, providing targeted training to Airbus and major aerospace companies for over 20 years. Based in Toulouse, France. Available worldwide. Native English speaker All training courses are in English - can be delivered in French on request. Contact: m Tel: 33 (0) The Trainer “The training that really costs the most is the wrong training, or no training at all”. Philip Leblique, training provider Leblique Formation Conseil L