In today’s competitive business environment, where customers are well-informed on the one hand and, on the other, their requirements and lack of loyalty are high, it becomes crucial to provide effective service. In order to do this, there is need to adopt a service-oriented approach, to acquire skills in the provision of services and coping with “difficult” customers. The service workshop, which is adapted to the organization and the target audience, provides solutions for these needs.
The objective of the service workshop is to provide, improve, and develop a service-oriented approach and skills in the provision of quality service.
The service workshop is designated for providers of service in various areas. The contents of the workshop are suitable for people with experience in providing service, who are interested in improving their personal skills and in obtaining solutions and tools for different situations that arise, including coping with “difficult” customers. Preparatory work is performed, in order to adapt each service workshop to specific target audience.
- Components of the quality service.
- Perspectives in quality service.
- Attentiveness, empathy and transparency to the customer.
- Stages of the service conversation.
- Managing resistance
- Effective body language as a tool for improving the service.
Lecture: 1-2 hours
Workshop: 4 and up to 8 hours.
Workshop for Managing Time and Tasks is often part of the Executive Development program.