1. Leblique Formation Conseil © Leblique 2015 Customer Communication Training for aerospace and related industries Customer Communication Training for aerospace and related industries Improve your customer care and satisfaction ratings with highly specialized and proven training courses Contact: philip@lebliqueformation.com 00 33 (0)6 81 19 54 93 Contact: philip@lebliqueformation.com 00 33 (0)6 81 19 54 93

2. Leblique Formation Conseil © Leblique 2015 1 Understanding your customer Defining the message Communicating effectively Dealing with issues and complaints Customer Communication Content Overview Responses to Orders Replies to Technical Queries Customer liaison Writing Technical Presentations Meetings teleconferencing face-to-face Speaking

3. Leblique Formation Conseil © Leblique 2015 Communication and Customer Care (complete course) Front Desk Communication Technical Support - Answers to Customer Queries Technical Symposia Presentations Field Service Communication Customer Communication for Production and Delivery personnel Communication and Customer Care (complete course) Front Desk Communication Technical Support - Answers to Customer Queries Technical Symposia Presentations Field Service Communication Customer Communication for Production and Delivery personnel Customer Communication Training A Range of Courses for Specific Needs 2

4. Leblique Formation Conseil © Leblique 2015 – Population Customer Services & Engineering personnel – Content : Improve your skills for … Written correspondence on technical and customer service topics Technical presentations for customers: create and deliver Face-to-face discussions/negotiations with customers Customer care and inter-cultural aspects – References / Customers Airbus Customer Services (Toulouse, Hamburg, Madrid) Safran / Sagem / Messier Bugatti Dowty (MBD) – Length 3 days – Population Customer Services & Engineering personnel – Content : Improve your skills for … Written correspondence on technical and customer service topics Technical presentations for customers: create and deliver Face-to-face discussions/negotiations with customers Customer care and inter-cultural aspects – References / Customers Airbus Customer Services (Toulouse, Hamburg, Madrid) Safran / Sagem / Messier Bugatti Dowty (MBD) – Length 3 days Customer Communication (complete 3-day course) 3 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

5. Leblique Formation Conseil © Leblique 2015 – Population Spares/Repairs Services (CSC) Technical Data and Support Services – Content Written communication (spares, repairs, logistics) 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) – Length 2 days – Population Spares/Repairs Services (CSC) Technical Data and Support Services – Content Written communication (spares, repairs, logistics) 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) – Length 2 days Front Desk Communication 4 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

6. Leblique Formation Conseil © Leblique 2015 – Population Customer Services Engineering Support Customer Services support contractors – Content Customer perceptions, rules and guidelines, practical examples – References / Customers Airbus, ATR, Safran / Sagem, Zodiac (Sicma) Airbus contractors (Safran Engineering, Aeroconseil, Sonovision, Alten …) – Length 1 day – Population Customer Services Engineering Support Customer Services support contractors – Content Customer perceptions, rules and guidelines, practical examples – References / Customers Airbus, ATR, Safran / Sagem, Zodiac (Sicma) Airbus contractors (Safran Engineering, Aeroconseil, Sonovision, Alten …) – Length 1 day Technical Support (writing answers to technical queries) 5 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

7. Leblique Formation Conseil © Leblique 2015 – Population Support Engineers, Technical Specialists, Sales Engineers – Content Define strategy & messages Develop content & slides Deliver – References / Customers Airbus, ATR, … – Length variable – Population Support Engineers, Technical Specialists, Sales Engineers – Content Define strategy & messages Develop content & slides Deliver – References / Customers Airbus, ATR, … – Length variable Technical Symposia Presentations 6 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

8. Leblique Formation Conseil © Leblique 2015 – Population Field Service Managers and Representatives – Content Customer mindset, writing, presenting Defending technical solutions Inter-cultural aspects – References / Customers Airbus Field Service Managers and Representatives – Length 2 days – Population Field Service Managers and Representatives – Content Customer mindset, writing, presenting Defending technical solutions Inter-cultural aspects – References / Customers Airbus Field Service Managers and Representatives – Length 2 days Field Service Communication 7 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

9. Leblique Formation Conseil © Leblique 2015 – 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) – Length 2 days – 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) – Length 2 days Customer Communication during Production and Delivery 8 Customer Communication Training For full details on course content and customization, please contact philip@lebliqueformation.comphilip@lebliqueformation.com

10. Leblique Formation Conseil © Leblique 2015 Philip Leblique Experienced Customer Communications Trainer and Consultant currently working with Airbus and major aerospace companies since 1990. Based in Toulouse, France. Available worldwide. Native English speaker All training courses are in English - can be delivered in French on request. Contact : philip@lebliqueformation.comphilip@lebliqueformation.com Tel: 33 (0) 6 81195493 The Trainer 9