Orientation to service quality

Area:

Relational Area

Competence:

Service Orientation

Duration:

1h 8m

Level:

Intermediate

Trainer:

Relational Area Mr. Mirco Turco

Trainer:

Mr. Mirco Turco

Notes

Goals:

Analyze the strategic factors needed to provide adequate services to users. Know how to effectively manage interviews with users. Implement the approach to customer orientation and related relationship strategies. Analyze the check-list of behaviors to follow for optimal user relationship in a continuous service quality improvement logic.

Plan:

1. SERVICE QUALITY

Strategic factors to offer adequate services to users

Relationship with the User as a Supportive Relationship

Factors in the field

Commitment and self-awareness

Empowerment empowerment

Importance of Communication

Examination of External and Internal Reality

Control Center

Self-Representation

What do we expect from the user/client?

What do we expect from ourselves?

Users as interest holders

Welcoming the Individual

Making the Client/User more Aware and Responsible

Relationship and Employee-User Empathy

2. INTERVIEW WITH THE USER

Manage an interview with users

Interview Framework

Goals

Mental Prerequisites

Availability and professionalism

Customer Orientation between Frustration and Sadism

Interview as a relationship

Language and Communication

Body language during the interview with the user

Rule of Reciprocity

Anatomy of the Interview

Interview as Support and Help

Strategies for the relationship

Make the customer/user and yourself at ease

Recognizing Signs

Identify the problem

Express Understanding

Assess insight

Defining objectives

Demonstrate Competence

Manage different roles

Check-list for optimal user relationship

Service Quality First

€ 140.00

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Key Competences for Work and Everyday Life

Areas:

Target audience

Private and public sector employees across all roles and professional profiles
Managers, directors, executives, middle managers, department heads, officials, team leaders
New hires in private companies and public sector organizations
Collaborators, consultants, trainees, interns
Students, unemployed individuals, job seekers

People preparing effectively for job interviews in the private sector

Anyone wishing to develop managerial, executive, or leadership skills
Anyone looking to enhance soft skills — behavioural, cognitive, emotional, relational, organizational, achievement‑oriented, and managerial — that are valuable at work, at school, within the family, in social relationships, and, more broadly, in everyday life

People applying for public sector recruitment processes and competitive examinations

Goals

Develop cognitive, emotional, relational, organizational, achievement and management skills

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