Code Program name
VV40.1.

EFFECTIVE IMPLEMENTATION OF SERVICE STANDARTS

  • Model of creating service standards;
  • Practical modelling of client service situations – client service behaviour analysis;
  • When providing service, formation of attitude, mood, and behaviour of the entire client service team. Management of complicated and conflict situations.
VV41.1.

EFFECTIVE SALES PROCESS MANAGEMENT

  • Naming of the sales process actions, targets, resources and competences;
  • Evaluation and optimisation of sales process analysis;
  • Control of the most significant business index setting, formation of accounts and process.
VV42.1.

EFFECTIVE INNER COMMUNICATION MATRIX

  • Understand and try out in theory and practice what it is “inner communication" in a company and how it works (communication from the bottom to the top, horizontal communication, communication from the top to the bottom).
  • Try out in practice essential communication tools that could help to effectively coordinate inter business, exchange information, make and implement decisions, cooperate in a team. Communication channels, tolls and obstacles.
  • Set an actual situation, foresee guidelines and make a business plan to develop inner communication.
  • Tests, inner communication model, human behaviour type setting, making of a business plan.
VV43.1.

TRAINER PREPARATION PROGRAM

  • Adult training main principles.
  • Adult training model “Training Master Design”.
  • Presentational techniques. Individual style analysis and development.

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