Customer pain, customer expectations, customer needs, customer empathy and everything related to customer service will be discussed. We’ll look at the principles of good customer services, various examples of good and bad service and the customer service challenges your company faces. We’ll also work on a case study of a complaint and discuss effective complaint resolution. Finally, we will try to imagine how customer service will evolve in the future.
This module is an opportunity for introspection and self-analysis where we consider the behavioural skills you already possess, what you’re good at, what you would like to improve and what is important for your professional self-development. We will look at management skills, communication skills, in particular presenting, and we will also discuss what soft skills will become increasingly important in the future.
This module focuses on the physical and virtual space we work in, our evolving relationship with technology and smarter ways of working in the present and future. In the classroom we will explore innovation at your company, the role of creativity in education and how innovation will power the Green Economy of the future.
Ultimately you work for yourself! In order to work effectively, grow professionally and increase your actual value to employers, you must understand your personality, as well as identify your strengths, weaknesses and potential. In this module we will explore useful tools and ideas to get a clearer idea of how we work, how we can improve and feel more self motivated and satisfied.
Written by Steven R Covey in 1989, The Seven Habits of Highly Effective People continues to be one of the greatest of all business books. In this module we will explore some of key ideas and suggestions proposed by the author and discuss how they can be implemented into the work we actually do. This module is very popular with both young and more mature professionals.