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CK LMS: Making Teams More Customer-Oriented

To gain a competitive edge in the market, a company can rely on things like pricing, innovation or image. But one of the most effective ways of standing out from the rest is to offer quality service that meets customer expectations. This will also contribute to boosting the image of the company. Being customer-oriented requires a long term strategy that should involve the whole company, from top management to grass-roots staff. It also means a change of mentality and an internal organisation that trains its sights on a new target: satisfying customer expectations.

  • Managers sometimes need to improve the skills of a staff member, and have to do so quickly. Tutoring is a very effective method for this – it helps to teach people specific ways of doing things or attitudes to adopt. The tutoring approach is more particularly appropriate in service industries, where we have to get it right the first time round. After all, clients make use of the service in question when it is created, and we cannot afford to provide certain clients with poor service just because our staff lacks the necessary skills. Tutoring is a teaching method that gives us every opportunity of getting it right from the outset in common situations with the client.
    But it is also suitable for any field of activity, provided we are ready to spend time making staff rapidly operational and efficient.
    In particular, the PAT method is an easy way to guide us in our tutoring efforts.

    What you will learn:

    The PAT tutoring method, in three stages: Preparation, Action, Tracking (i.e. follow-up)
    • How to diagnose the tutoring technique to apply according to learning needs – i.e. knowledge, personal/interpersonal skills or management techniques.
    • How to implement the PAT method in a real-world situation

    Key points:

    • A simple and effective method for accompanying the members of your team

    Target Audience:

    • Managers of teams which are in direct or indirect contact with clients concerning products or services. Staff who are working in supporting departments within companies and have internal clients. In both the B2B and B2C sectors.

    Duration: 45

    Level: 2

    Type: Session