User orientation and impact of communication

Area:

Relational Area

Expertise:

Service orientation

Duration:

44m

Level:

Basic

Teacher:

Dr. Mirco Turco

Notes

Goals:

Implement the user orientation approach and customer experience. Develop the ability to provide problem-solving information. Analyze the dynamics and impact of communication and its effects, including temporal, related to the provision of services. Know the contents and purposes of the Covey Matrix. Cultivate transversal skills for relationships with users.

Plan:

1. User orientation
Info-business and user orientation
Give information that solves problems
User complaints
Elements to connect with users/customers
Customer experience
2. Impactful communication
Strategic rules for relations with users
Effects of time on communication
Covey matrix
Role of soft skills
Communication and users
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