Tools to monitor and improve the quality of services

Area:

Relational Area

Expertise:

Service orientation

Duration:

30m

Level:

Advanced

Teacher:

Dr. Mirco Turco

Notes

Goals:

Understand and anticipate the needs and requirements of customers/users, identifying with their situation. Work to find adequate and personalized solutions to meet needs. Monitor perceived quality, verifying the degree of satisfaction with the service provided. Manage any complaints and negative feedback by activating corrective actions, with a view to improvement and growth.

Plan:

1. Anticipate needs and find adequate and personalized solutions
Understand and anticipate the needs and requirements of customers/users
Customer/user at the center
Needs, desires and process of identification
Find adequate and personalized solutions to your needs
Relationship orientation
2. Monitor and improve the quality of services
Monitor the perceived quality of the customer/user
Check the level of satisfaction with the service provided
Identify intervention priorities to improve the quality of the service
Careful handling of complaints and negative feedback
Complaint as an opportunity for improvement and growth
€ 140.00

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