{"id":176128,"date":"2019-04-11T12:46:56","date_gmt":"2019-04-11T09:46:56","guid":{"rendered":"https:\/\/eba.com.ua\/?post_type=tribe_events&#038;p=176128"},"modified":"2020-01-22T10:57:52","modified_gmt":"2020-01-22T08:57:52","slug":"programa-rozvytku-z-kliyentskogo-servisu-2019-04-11-12-46","status":"publish","type":"tribe_events","link":"https:\/\/eba.com.ua\/en\/event\/programa-rozvytku-z-kliyentskogo-servisu-2019-04-11-12-46\/","title":{"rendered":"[:ua]\u041f\u0440\u043e\u0433\u0440\u0430\u043c\u0430 \u0440\u043e\u0437\u0432\u0438\u0442\u043a\u0443 \u0437 \u043a\u043b\u0456\u0454\u043d\u0442\u0441\u044c\u043a\u043e\u0433\u043e \u0441\u0435\u0440\u0432\u0456\u0441\u0443[:en]Development Programme on Client Service[:]"},"content":{"rendered":"<p><\/p>\n<p style=\"text-align: right;\"><em>&#8220;Customers have a good memory. They remember you regardless of whether you remember them or not \u00bb<\/em><\/p>\n<p style=\"text-align: right;\"><em>Don Peppers and Martha Rogers<\/em><\/p>\n<p>It is known that an indicator of the company&#8217;s competitiveness is the success of its client service system. After all, keeping an existing client for the company is cheaper than getting a new one. In any successful company, the main income is brought by regular customers.<\/p>\n<p>Client service of any company depends not only in being polite with clients. High-quality service requires a number of factors, including staff selection and ethics, client base segmentation, complaint handling, analysis of competitors, CRM system development.<\/p>\n<p>EBA Management Development Centre together with partners launch an updated <strong>Development Programme on Client Service<\/strong>. This is a unique programme, which is fully covered by experts and specialists with many years of experience in the field of customer service who are ready to share their insights.<\/p>\n<p>The development programme allows you to explore the client service from all possible angles, learn how to attract customer attention at a glance, understand the customer typology and update approaches to work with them, create a client-oriented corporate culture, and systematize sales processes in the company.<\/p>\n<p><strong>Target audience:<\/strong> executive directors, owners and CEO of companies, managers responsible for marketing, business development, marketers, client service department managers, middle level managers.<\/p>\n<p><strong>PROGRAMME:<\/strong><\/p>\n<p><strong>Module 1. Attention at First Sight Turns into Love &#8211; Olena Rantsevich &#8211; 30 September<\/strong><\/p>\n<ul>\n<li>ATTENTION is new SERVICE.<\/li>\n<li>Hospitality starts from love for oneself and the staff.<\/li>\n<li>PEOPLE choose PEOPLE. Forget about scripts, be real.<\/li>\n<li>Case &#8220;Creativity&#8221;. How guests help to grow business.<\/li>\n<li>Case and practical task. How to create shared values with stakeholders.<\/li>\n<li>Case and Creative Session. Who is a &#8220;coziness maker&#8221;?<\/li>\n<\/ul>\n<p><strong>Module 2. The Internal Client Service of the Company as a Manifestation of its Organizational Culture &#8211; Inna Makoterska &#8211; 02 October<\/strong><\/p>\n<ul>\n<li>Concept and types of organizational cultures;<\/li>\n<li>Three levels of culture: artifacts, values and fundamental concepts;<\/li>\n<li>Internal customer service as part of the organizational culture of the company;<\/li>\n<li>Decryption tools for the internal client service;<\/li>\n<li>Employee Internal Journey and tools for building an internal client service;<\/li>\n<li>The role of a leader in architecture, implementation and development of internal customer service;<\/li>\n<li>Review and case studies.<\/li>\n<\/ul>\n<p><strong>Module 3. The Principle of Customer Orientation and Corporate Culture of the Company &#8211; Natalia Shmatko &#8211; 07 October<\/strong><\/p>\n<ul>\n<li>Psychological and technical preparation of high-quality work with clients.<\/li>\n<li>Work with client base, segmentation. Creating a customer profile.<\/li>\n<li>Building a client&#8217;s life cycle. Basic stages, management principles.<\/li>\n<li>Corporate Service Standard. Basic principles of service standards development.<\/li>\n<li>Cascading standards for employees and building a learning system.<\/li>\n<li>Stages of implementation of service standards in a company.<\/li>\n<li>Wow-ideas of service.<\/li>\n<\/ul>\n<p><strong>Module 4. Tools for Managing Customer Experience \/ Service &#8211; Sergiy Tkachenko &#8211; 09 October<\/strong><\/p>\n<ul>\n<li>Client service or client experience? Are the same or different concepts?<\/li>\n<li>Client experience. What does it consist of and how is it formed.<\/li>\n<li>Objective and subjective metrics for measuring customer experience \/ service.<\/li>\n<li>Report on managing client experience \/ service: what to display for a complete picture.<\/li>\n<li>NPS &#8211; typical errors in the work with the indicator.<\/li>\n<li>Customer Journey Mapping as an effective tool for improving customer experience: where to start, how to build, what to do afterwards.<\/li>\n<\/ul>\n<p><strong>Module 5. Designing Client-Centric Services \u2014 Rodion Sorokin &#8211; <span style=\"color: #ff0000;\">18 October<\/span><\/strong><\/p>\n<ul>\n<li>The difference between designing products and services.<\/li>\n<li>Application of service design: from designing customer experience to the development of a service strategy.<\/li>\n<li>How to break organizational silos and create cross-functional teams for design and implementation of services.<\/li>\n<li>How to add a customers&#8217; voice to the decision making process.<\/li>\n<li>Designing multichannel experiences with Service Blueprinting.<\/li>\n<li>Creating value propositions and service business models.<\/li>\n<li>Service prototyping and testing of customer experience.<\/li>\n<\/ul>\n<p><strong>Module 6. Sales Conveyor. Customer&#8217;s Way from the Door to the Cashier &#8211; Valentyn Yaromenko &#8211; 16 October<\/strong><\/p>\n<ul>\n<li>System. How to systematize all sales processes of a company?<\/li>\n<li>Rules. How to create and sell standards to sales team?<\/li>\n<li>CRM. How to organize a successful launch of CRM?<\/li>\n<\/ul>\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>&#8220;Customers have a good memory. They remember you regardless of whether you remember them or not \u00bb Don Peppers and Martha Rogers It is known that an indicator of the company&#8217;s competitiveness is the success of its client service system. After all, keeping an existing client for the company is cheaper than getting a new [&hellip;]<\/p>\n","protected":false},"author":4635,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"inline_featured_image":false},"tags":[],"tribe_events_cat":[35,32],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Development Programme on Client Service - European Business Association<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/eba.com.ua\/en\/event\/programa-rozvytku-z-kliyentskogo-servisu-2019-04-11-12-46\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Development Programme on Client Service - European Business Association\" \/>\n<meta property=\"og:description\" content=\"&#8220;Customers have a good memory. 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