Vietnam
From December 2025 through the end of January 2026, Midea rolled out a specialized training series with a clear, ongoing mission: to standardize installation procedures, align product knowledge, and improve the quality of after-sales service. This large-scale program was organized nationwide to help Midea’s dealer network, partners, and technical teams fully grasp updated operating standards and strengthen their ability to serve customers at every touchpoint.
A standout highlight of this training series was its broad nationwide coverage, comprising 24 training sessions held across five key regions: Hanoi (8 sessions), Da Nang (4 sessions), Thanh Hoa (4 sessions), Nha Trang (4 sessions), and Can Tho (4 sessions). Delivering multiple sessions simultaneously across different regions not only demonstrated Midea’s strong commitment to workforce development and training, but also served as an important step toward standardizing service quality across the entire system, ensuring customers receive a consistent experience regardless of location.
Program Objectives: Standardizing Standards – Improving Market Execution Efficiency
In the home appliance industry, customer experience is shaped not only by the product itself, but also by the entire journey before, during, and after purchase. In reality, many issues do not stem from equipment quality, but often arise from “touchpoints” such as advice that does not match customer expectations, installations that are not optimized for real-site conditions, or after-sales processes that are not yet fast and clearly structured.
For that reason, Midea designed this training series to address a core challenge: unifying service quality across the entire system. When installation and acceptance procedures are standardized, errors are minimized, thereby improving customer experience. When sales and technical teams firmly understand product knowledge, user guidance and problem-solving become more proactive and accurate. And when after-sales support channels are fully updated with clear contact points, response speed improves—reducing unnecessary handovers and waiting time.
A full view of the training session with strong participation from dealers/partners/technicians, actively engaging in discussions and receiving implementation updates
Training Content: Practical and Immediately Applicable
The Dec 2025 – Jan 2026 training series was delivered in a “learn-to-do” approach, focusing on highly practical content that dealers, partners, and technicians can apply directly in their daily work. Rather than going deep into lengthy theory, the program prioritized common real-world scenarios in the field, helping participants align on correct execution and effective solutions.
Within the program, technicians were updated on Midea’s service orientation and the spirit of being customer-centric. In parallel, product knowledge was refreshed across key product categories, enabling teams to better understand strengths, benefits, and consultation approaches suited to different user needs. This helped narrow expectation gaps after purchase, while supporting customers in using products more efficiently and durably in practice.
In addition, the program emphasized standardizing the execution process through management support tools. When order creation, acceptance/verification, and information control follow a unified standard, data becomes clearer, more transparent, and easier to track.
Another important focus was updating after-sales and warranty-related procedures in a simple, clear, and compliant way. When the system aligns on contact points and common scenario handling, customer support becomes faster, reduces unnecessary transfers, and enhances the after-sales experience.
A presentation at the venue on standardized implementation, helping participants visualize the process clearly and apply it effectively at work.
Results After 24 Sessions: More Aligned, More Standardized, Faster
After 24 consecutive sessions nationwide, Midea recorded positive improvements in alignment and coordination. Sales and technical teams began sharing the same “language” when discussing products and user guidance, enabling clearer and more consistent communication to customers.
Standardized installation and acceptance procedures also advanced to the next level, helping reduce operational mistakes and limit issues during product use. At the same time, with updated after-sales processes and support channels, response speed and on-site issue handling improved—giving customers greater peace of mind throughout product usage.
More importantly, the training series established a shared baseline for service standards nationwide. No matter where customers are located, the experience is guided toward consistency, professionalism, and reliability—strengthening brand image and improving overall satisfaction.
A group photo taken after the training session, reflecting the spirit of connection and partnership across the entire system.
Next Direction: Continuous Training and Expanded Service Standards
The Dec 2025 – Jan 2026 specialized training series marked an important step in Midea’s strategy to upgrade service quality. In the coming period, Midea will continue to promote training activities that are more continuous and more closely tied to real-life field conditions, with the goal of expanding standardized installation and acceptance practices and strengthening market execution capabilities.
At the same time, Midea will enhance coordination among relevant departments to optimize processes, reduce operational issues, and further improve customer experience. With a spirit of continuous improvement, Midea remains committed to accompanying its nationwide network of dealers and partners, working toward a shared goal: enhancing service quality, optimizing customer experience, and reinforcing Midea’s brand credibility in Vietnam.