Key Competences at Work: Trainer's book and Learner's book

The concept “customer” includes not only customers, but also clients, patients, guests, relatives and so on. Employees and employers have to communicate and cooperate with different target groups. Their communication, behavior and attitude represent and reflect the workplace, organization or institution as a whole. Everyone is in this way an important face of the organization, and has to provide the highest standards of communication and attitudes. This require to be proficient in problem-solving, in listening, in using appropriate language  and communication style and in bringing situations to satisfactory conclusions. 

Aims of Customers service: 

• Attitudes and behavior towards different target groups
  
• Managing complaints from different target groups
  

Attitudes and behavior towards different target groups

The way we communicate and behave towards other people is essential to building relations, to well-being and understanding of important messages for all parts. 

Activity:

Let learners identify attitudes and behavior that makes barriers of good relations to different target groups.

Activity:

Let learners review examples of excellent attitudes and behavior towards different target groups. 

Managing complaints from different target groups

It is required to all employees and employers to master every type of complaints, bad behavior or attitudes from clients, customers, patients or relatives. Employees and employers have to act in a professional way to bring any situation to a satisfactory solution. The way this is handle, also reflect the face of the institution or workplace. 

Activity:

Let learners identify difficult cases from real life situations from clients, customers, patients and so on, and make them describe strategies to master these cases.

Activity:

Let learners describe strategies for exhibiting tact, diplomacy and patience towards challenging target groups.