Service for Health & Beauty
The Nastya Vladychynska program on how to systematically configure a wow service in the beauty and health industry. The course includes 2 modules, which: - allow you to systematically configure the service in the company based on values, not standards - provide methodology and tools for selecting and retaining service people - consider the standards of patient / client experience at each stage of communication - show algorithms for working with a client in bad situations Program structure: 1 module [December 19-20] 1 day: - What is a “service” in a clinic? What indicators does it affect and how to "calculate" it? - Why is it not enough to invest in the physical and atmospheric parts? - Why is a professional doctor a product? What annoys the clients of the clinics? - With whom and with what does the service in the clinic begin? - What is the great service idea of your particular clinic? - How to attract employees to the provision of high-level service? Is it enough to just set standards? 2 day: - How to hire and retain service people for contact center and reception? - What should the reception look like? - Contact center or customer care center? What is the main task? “Receptionist or hospitality manager?” - Case: contact center best practices. 2 module [February 13-14] 1 day: - Standards impression customer reception and contact center. - Failed situations in the reception and contact center services.- Personification. 2 day: - The main failed situations. Why are there no “inadequate” patients, but are there just people in certain circumstances? - Why are employees afraid to take responsibility in bad situations? Author of the program: Anastasia Vladychinskaya - expert №1 in service in Ukraine, founder of Vladychynska Consulting, author and teacher of the kmbs Service School. In addition, Anastasia is the only certified consultant on building a service system in Eastern Europe according to the methodology of The Dijulius Group (USA). Among Anastasia's clients are Into-Sana, Dobrobut, ISIDA, Zablotsky Clinic, Zaporizhzhya Regional Clinical Hospital, EmCell, Yuri Pharm, Faculty Pharm, Medik8, MD Group Dental Clinic Cost of participation: 14 000 UAH - 1 person 25 200 UAH - for 2 people 33 600 UAH - for 3 or more people Location: Advance Management Platform, Zhukovsky 9, Odessa. Registration: http://bit.ly/health_beauty_od Contact person: Olga Shaulskaya - Advance Management Development Program Manager 067 557 02 43, shaulskaya.olga@gmail.com