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− Evolution of clients: how good leaders develop a Customer Experience Management culture
● how clients have changed their way of interacting with luxury brands
● the deep involvement of clients as brand ambassadors
− Effective communication (self-assessment)
● how to develop competencies in effective communication by conducting a personal SWOT analysis and by exploring the importance of EI when dealing with guests
− Quality Management: how to effectively manage team
● how to identify and fine-tune the critical moments that define a successful leader
● how to successfully manage conflicts and meetings to lead to valuable long-term relationships
● the importance of giving and receiving the right feedback
− Service culture and employee branding
● the employee branding and the importance of sharing service culture
− Core values and promise statement
● the importance of setting the right core values that can engage the whole team
● the employee advocacy program
Agli allievi che frequenteranno l’80% del monte ore previsto sarà rilasciato l’attestato di frequenza.
