Service quality orientation

Area:

Relational Area

Expertise:

Service orientation

Duration:

1h 8m

Level:

Intermediate

Teacher:

Dr. Mirco Turco

Notes

Goals:

Analyze the strategic factors necessary to offer adequate services to users. Know how to effectively manage conversations with users. Implement the customer orientation approach and related relationship strategies. Analyze the checklist of behaviors to follow for the optimal relationship with the user in a logic of constant improvement of the quality of the service.

Plan:

1. QUALITY OF SERVICE
Strategic factors to offer adequate services to users
Relationship with the user as a helping relationship
Factors in play
Commitment and self-awareness
Empowerment process
Importance of communication
Examination of external and internal reality
Control center
Representation of the self
What do we expect from the user/customer?
What do we expect from ourselves?
Users as stakeholders
Welcoming the individual
Make the customer/user more aware and responsible  
relationship and empathy
2. INTERVIEW WITH THE USER
Manage a conversation 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 conversation with the user
Reciprocity rule
Anatomy of the interview
Interview as support and help
Relationship strategies
Put the customer/user and yourself at ease
Recognize the signs
Identify the problem
Express understanding
Evaluate insight
Define goals
Show competence
Manage the different roles
Check-list for the optimal relationship with the user
Quality of service first
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