1. O2: Training Curricula for Customer Service Dr. Charis A. Marentakis, Panagiotis Panagos, Afroditi Riga, Aris Maragkakis, Sotiria Triposkoufi KEK ELTA S.A. IO2 Meeting- Athens, 14 th July 2016

2. Structure and Content of ΙΟ2 1.Training Framework & Theoretical Background (i) Framework of Vocational Training (ii) Theoretical background 2.Design & Description of Training Program (i) Scope, Objectives & Results (ii) Basic Principles & Methodology (iii) Structural Features 3.Specifications of Training Material & Tools (i) Program Support Manuals (ii) Learning, Assessment & Certification Tools 4.Process of Professional Competence Certification 5.Bibliography 6.Annexes

3. 2(i). Scope, Objectives and Results(2) Scope Maximize the degree of assimilation and transfer of new knowledge, skills and competencies to the job position through the post office employee’s “transformation” from a simple “order receiver” into a "seller." Objectives – Know the concepts that compose an excellent and quality customer service by front- office desk – Detect all the parameters and propose solutions to the customer – Implement techniques and tools with the best possible certified professional competence – Create a positive climate encouraging the dynamic commitment of all team members Results – New perspectives for the customer, the company and the employee – Exceedance of customer needs with integrated solutions – Positive climate in the working environment – Achieving wider recognition through certification process

4. 2(ii). Basic Principles & Methodology Basic Principles – Fundamental: maximization of the expected outcome – Necessary: creation of an integrated training program – Sufficient: certification of professional competence Training program methodology Training program Evaluation Methodology 16% Classroom & synchronous e-learning 39% asynchronous e-learning / self-study 23% Practice through 3 serious games 22%: certification of learning outcome and experiential serious game 52 TEACHING HOURS SHORT-TERM self-assessment thematic test questionnaire MEDIUM TERM “mystery shopper’s” visit with specific scenario special questionnaire measurement of performance indicator three months after the end of the program LONG TERM through the improvement of indicators (Post Office's revenues, efficiency of training program)

5. PHASE 3 PHASE 2 2(iii). Structural features of the Training Program (1) Refresh Webinars Serious Game (S.G.) Scenarios PHASE 1 Synchronous & Asynchronous e- learning Asynchronous e-learning Asynchronous e-learning Classroom & Final Evaluation, Certification - Guidance, facilitation, solving queries (3 h) - 3 Webinars (4 h) - Self-study: manuals (19 h) - Self assessment (3 h) Total Workload: 29 h - Guidance, facilitation, solving queries (3 h) - 3 Webinars (4 h) - Self-study: manuals (19 h) - Self assessment (3 h) Total Workload: 29 h S.G. (per Professional Activity) S.G.1 – Preparation S.G.2 – Sales & Promo S.G.3 – Customer Support, Info Dissemination Total Workload: 12 h S.G. (per Professional Activity) S.G.1 – Preparation S.G.2 – Sales & Promo S.G.3 – Customer Support, Info Dissemination Total Workload: 12 h Thematic Test Experiential Serious Game for Certification Total Workload: 11 h Thematic Test Experiential Serious Game for Certification Total Workload: 11 h Workload: An estimation of the time learners typically need to complete all learning activities such as lectures, seminars, projects, individual study etc, required to achieve the defined learning outcomes.

6. Structural features of the Training Program (2) Refresh Webinars Serious Games (S.G.) Scenarios PHASE 1 - Synchronous & Asynchronous e-learning Webinar 1 (Duration: 10 h) CUSTOMER SERVICE FOUNDATIONS Market & Competitive Business Environment Front Office Organization Customer -Oriented Culture Time & Stress Management, Working Climate Communication Skills & Empathy Relationship/Information Management & Customer Evaluation Sales Targets, Evaluation & Personal Development Webinar 1 (Duration: 10 h) CUSTOMER SERVICE FOUNDATIONS Market & Competitive Business Environment Front Office Organization Customer -Oriented Culture Time & Stress Management, Working Climate Communication Skills & Empathy Relationship/Information Management & Customer Evaluation Sales Targets, Evaluation & Personal Development Webinar 2 (Duration: 10 h) EXCELLENCE IN CUSTOMER SERVICE Customer Service Roadmap preparation positive attitude / climate personal commitment follow-up Build lasting relationships with the Customer Complaints Management & Problem Solving Webinar 2 (Duration: 10 h) EXCELLENCE IN CUSTOMER SERVICE Customer Service Roadmap preparation positive attitude / climate personal commitment follow-up Build lasting relationships with the Customer Complaints Management & Problem Solving Webinar 3 (Duration: 9 hours) MODERN (RETAIL) SALES TECHNIQUES Front Office Sales Roadmap customer approach active listening- identification of customer needs- proposal Negotiation/ objections- alternative proposal Acceptance-sales closure– value Sales is a Team Effort Dealing with a Difficult Customer Corporate Reputation & Esteem Webinar 3 (Duration: 9 hours) MODERN (RETAIL) SALES TECHNIQUES Front Office Sales Roadmap customer approach active listening- identification of customer needs- proposal Negotiation/ objections- alternative proposal Acceptance-sales closure– value Sales is a Team Effort Dealing with a Difficult Customer Corporate Reputation & Esteem

7. 3(i). Training Material Manual for the support of the Training Programme: a multi-thematic manual for each webinar-refresh, not more than 5 pages for every thematic area (module) and up to 35p. in total Structure of the manual (per module): – 1] INTRODUCTION (1p.) Learning Objective Expected results Key terms Introductory questions – 2] BASIC CONCEPTS/TERMS (1p.) – 3] EMPLOYEES’ ACTIONS (1 p.) – 4] PROPOSED TOOLS (1/2 – 1p.) – 5] SUM UP- CONCLUSIONS (1/4 p. ) – 6] PROPOSED BIBLIOGRAPHY (1/4 p. ) – 7] EVALUATION OF LEARNING RESULTS & PRACTICAL APPLICATION (1-3p.) 7.1] Assessment questions 7.2] Creative thinking questions (1-2 case studies)

8. Q&A?