Leblique Formation Conseil © Leblique 2015 Customer Communication Training for aerospace and related industries Customer Communication Training for aerospace

LebliqueFormationConseil

© Leblique 2015

Customer CommunicationTraining

for aerospace and related industries

Improve your customer care and

satisfaction ratings with highly

specialized and proven training

courses

Contact: [email protected]

00 33 (0)6 81 19 54 93


© Leblique 20152

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


© Leblique 20153

• 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


© Leblique 20154

– 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)


For full details on course content and customization, please contact [email protected]

mailto:[email protected]


© Leblique 20155

– 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





© Leblique 20156

– Population

• Customer Services Engineering Support

• Customer Services support contractors

– Content

• Customer perceptions, rules and guidelines, practical examples


• Airbus, ATR, Safran / Sagem, Zodiac (Sicma)

• Airbus contractors (Safran Engineering, Aeroconseil, Sonovision, Alten …)

– Length

• 1 day

Technical Support (writing answers to technical queries)





© Leblique 20157

– Population

• Support Engineers, Technical Specialists, Sales Engineers

– Content

• Define strategy & messages

• Develop content & slides

• Deliver


• Airbus , ATR, …

– Length

• variable

Technical Symposia Presentations





© Leblique 20158

– Population

• Field Service Managers and Representatives

– Content

• Customer mindset, writing, presenting

• Defending technical solutions

• Inter-cultural aspects


• Airbus Field Service Managers and Representatives

– Length

• 2 days

Field Service Communication





© Leblique 20159

– 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





© Leblique 201510

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 : [email protected]: 33 (0) 6 81195493

The Trainer


Documents

Leblique Formation Conseil © Leblique 2015 Customer Communication Training for aerospace and related industries Customer Communication Training for aerospace