Recently, Viettel Customer Service (VCX), in collaboration with the National Children’s Hospital, organized a training program titled “Creating Positive Patient Experiences at Every Touchpoint.” The program focused on equipping hospital staff with customer service skills and a Patient Experience (PX) mindset.
The program approached patient care from a patient experience perspective, focusing on the journeys of patients and their family members throughout the examination and treatment process. Given the specific nature of pediatric care, staff were encouraged to understand the needs and emotions of children, as well as the concerns and expectations of their parents or caregivers, in order to adopt appropriate communication and service approaches.
The training was delivered directly by VCX instructors, combining customer service knowledge with real-life situations commonly encountered in hospital environments. The program covered essential skills such as active listening, asking questions, empathy, clear communication, and handling challenging situations.
Participants took part in role-playing exercises based on real-world scenarios, from communicating with parents to identifying needs and addressing emerging issues. After each scenario, instructors and participants discussed the experience, reviewed the handling approach, and identified areas for improvement. This hands-on approach helped participants strengthen their ability to apply customer service skills in their day-to-day work.
The program received positive feedback from the hospital. Dr. Bạch Thị Thu Phương, Head of the Social Work Department, and M.A. Lê Khánh Chi, Deputy Head of the Social Work Department at the National Children’s Hospital, highly appreciated the practical and job-relevant nature of the training and expressed their interest in continuing to collaborate with VCX in the future.
Through this program, customer service skills are placed within a broader Customer Experience approach, where every interaction contributes to the overall experience of patients and their families. This also reflects VCX’s approach to bringing experience-driven thinking into training programs and sharing its customer service expertise across different industries.
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Viettel Customer Service is a subsidiary of the Viettel Group, operating in the technology and customer service sector. The company provides a comprehensive ecosystem including services (Contact Center Outsourcing, BPO, Upsale, Customer Experience, Loyalty, Document Processing and Digitization, Warranty & Repair Services) and technology solutions (OmniX, CXBot, KnowX Hub, AI-DMS, vCOC, InsightCI, WorkforceX).
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Contact Information:
Hotline: 1800 9397 / Email: dvkh@viettel.com.vn
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Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
