International Conference

Conference: The Turkish Experience Pandemic Management

Explore the Turkish experience in managing health services during the Pandemic (Covid-19)!
All Dates & Locations

REF: IC321429

DATES: 14 - 18 Mar 2021

CITY: Istanbul (Turkey)

FEE: 1900 €

Introduction

This Conference covers all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Listen, talk, discuss Quality service requirements, Some interesting numbers, and learn from the best. At this conference, 2 lead speakers from Turkish hospitals are invited to talk about their experience.

 

Conference Objectives - The Turkish Experience Pandemic Management

  • Explain the importance of support service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
  • Providing better and faster service during epidemic crises
  • Preserving our lives and internal health and safety standards for the hospital staff

 

Conference Agenda - The Turkish Experience Pandemic Management

Day 1

Internal support service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • Internal customer service

Day 2

Managing customer expectations

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • ‘RATER’ in real life
  • The Service Quality (SQ) factors
  • Flying over customers’ rising expectations
  • The customer loyalty ladder

Day 3

Effective communication skills for handling customers

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette

Day 4

Professional behavior with customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interpreting non-verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive, and aggressive behavior
  • Verbal and non-verbal components of communication styles

Day 5

Dealing with difficult customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery during the pandemic

Conference: The Turkish Experience Pandemic Management

Explore the Turkish experience in managing health services during the Pandemic (Covid-19)!

REF: IC321429

DATES: 14 - 18 Mar 2021

CITY: Istanbul (Turkey)

FEE: 1900 €