Tools for monitoring and improving the quality of services

Area:

Relational Area

Expertise:

Service orientation

Duration:

30m

Level:

Advanced

Trainer:

Mr. Mirco Turco

Notes

Goals:

Understanding and anticipating the needs and requirements of customers/users, empathising with them. Striving to find suitable and tailored solutions to meet their needs. Monitoring perceived quality by checking satisfaction levels with the service provided. Handling any complaints and negative feedback by taking corrective actions, focusing on growth and improvement.

Plan:

1. Anticipating needs and finding appropriate, customised solutions
Understanding and anticipating the needs and requirements of customers/users
Customer/user at the center
Needs, desires and empathy
Finding appropriate and tailored solutions to meet user needs
Relationship orientation
2. Monitoring and improving the quality of services
Monitoring the perceived quality of customers/users
Checking satisfaction levels about the service provided
Identifying intervention priorities to improve service quality
Careful handling of complaints and negative feedback
Complaint as an opportunity for improvement and growth
€ 140.00

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