EBA Odesa Personal & Corporate Efficiency Studio

17/ 04/ 2018

At the time of active development of business and competition, the service plays important role in companies success. Reseashers concluded: differences in qulity of services lead to changes in sales from 9% to 14%. However, loyalty programs, as one of the service manifestations, can be copied by competitors (for example, incentive systems for airlines, discount cards in supermarkets). It is therefore important to strengthen social relationships with consumer, turning them into customers. And it depends on the employees who provide the servies. On April 17, at the EBA Odesa Personal & Corporate Efficiency Studio, Vera Likhacheva, a business coach, member of the Mad Heads Association team, presented 3C service tips: Colleagues, Customers, Competitors. Under speakers words, for consumers to become regular clients and recommend the company to others, they should feel sincerity, care and respect. After all, according to management expert Ken Blanchard, if you want to have a prosperous business, you do not need to restrict usual guests pleasure - you must try to exceed their expectations. And it is achieved by the system of client service, delivery of goods or provision of services at the proper level. During the meeting the participants received practical tools for selecting service personnel, detailed steps for implementing the relevant standards and various technologies for customer interaction.

At the time of active development of business and competition, the service plays important role in companies’ success. Reseashers concluded: differences in qulity of services lead to changes in sales from 9% to 14%. However, loyalty programs, as one of the service manifestations, can be copied by competitors (for example, incentive systems for airlines, discount cards in supermarkets). It is therefore important to strengthen social relationships with consumer, turning them into customers. And it depends on the employees who provide the servies.

On April 17, at the EBA Odesa Personal & Corporate Efficiency Studio, Vera Likhacheva, a business coach, member of the Mad Heads Association team, presented 3C service tips: Colleagues, Customers, Competitors. Under speaker’s words, for consumers to become regular clients and recommend the company to others, they should feel sincerity, care and respect. After all, according to management expert Ken Blanchard, if you want to have a prosperous business, you do not need to restrict usual guests’ pleasure – you must try to exceed their expectations. And it is achieved by the system of client service, delivery of goods or provision of services at the proper level.

During the meeting the participants received practical tools for selecting service personnel, detailed steps for implementing the relevant standards and various technologies for customer interaction.