User orientation and impact of communication

Area:

Relational Area

Expertise:

Service orientation

Duration:

42m

Level:

Basic

Trainer:

Mr. Mirco Turco

Notes

Goals:

Implementing a user orientation approach and customer experience. Developing the ability to provide problem-solving information. Analysing the dynamics and impact of communication and its effects, including temporal ones, related to the provision of services. Understanding the content and purposes of Covey matrix. Cultivating soft skills for relationships with users.

Plan:

1. User orientation
Info-business and user orientation
Giving information that solves problems
User complaints
Elements to communicate 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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