IT Center enhances service quality with Service Mindset Training Program
Since mid-May 2025, IT Center has collaborated with FSA to launch the Service Mindset Training course for nearly 200 IT and FI personnel working in IT operations across Vietnam. The goal is to improve the quality of support services for FSOFTers, thereby enhancing work efficiency and user satisfaction.
A commitment to better service
As FSOFT continues to grow rapidly with 5 GIGAs and the World-Class strategy, the demand for support from the Production Division has been increasing. As the unit that handles the highest volume of user tickets, IT Center is committed to delivering a service experience that not only meets technical requirements but also achieves 5-star quality. The Service Mindset Training course was thus designed to equip the IT team with essential skills to meet these rising expectations.
The course consists of three key modules, each focusing on a different aspect of user support at FSOFT: Customer Centricity, Hard Complaint Handling, and Persuasion Skills. It aims to develop the knowledge and mindset necessary for professional, empathetic, and effective internal customer service. This initiative is part of IT Center’s broader strategy to build a high-support, high-collaboration work environment.
Each session features not only theoretical content delivered by FSA trainers, but also real-world scenarios to spark engagement and practical thinking. Participants work through case studies, share personal experiences, and collaborate on solutions using the newly acquired knowledge. After the course, key metrics—such as Bad Survey Rate, SLA Missed Rate, and overall Service Quality—will be used to assess the effectiveness and impact of the training.
Positive learner feedback
Nguyen Ngoc Hoan (FI.EUS), an IT Help Desk staff member, shared his experience: “The course broadened my understanding of how to serve customers with dedication, empathy, and professionalism. After just two sessions, I realized that service is not just about actions, but also about the attitude of listening, accompanying, and creating real value for FSOFTers”. He added that he plans to apply what he learned to improve his communication and support during daily interactions.
Phung Khac Duy (IT.HN), who provides BOM support at Hola Park and regularly interacts with users, also shared his thoughts: “While I already had some skills, this course added new tools to my toolkit. I learned how to handle tough tickets from BOM more effectively while still ensuring service quality”.
By the end of July 2025, training sessions had been completed for IT and FI personnel working in Ho Chi Minh City, Can Tho, and Hanoi. Upcoming sessions for staff in Da Nang are planned for the near future.
Theo IT Center
