작성일 : 14-05-02 17:43
[WLB TOPNEWS] 고객만족 답은 내부에 있다. 스스로 답을 찾는 서비스교육
 글쓴이 : sutopia
조회 : 28,000  
   http://wlbtopnews.kr/gmbbs/skin/news/gmbbsView.asp?page=1&bbs_seq=3653 [1783]
   http://wlbtopnews.kr/gmbbs/skin/news/gmbbsView.asp?page=1&bbs_seq=3653 [1853]

고객만족 답은 내부에 있다. 스스로 답을 찾는 서비스교육

지난 4월 15일 광주 KT텔레콤의 한 대리점에서 특별한 교육이 진행되었다.

기본적인 이론 학습 후 조직내부의 문제점에 대해 직원들 스스로가 문제점을 도출하고

답을 찾도록 안내하는 퍼실리테이션을 응용한

수토피아HR컨설팅 상임이사 조미정 수석교수의 서비스역량교육이다.

최근 서비스교육에 대한 과부화로 준비된 교안과 강사가 알고 있는 답만으로는 고객을 만족하기

힘든 상황에서 수토피아HR컨설팅의 조미정 수석교수가 오랜 연구 끝에 퍼실리테이션 기법을

서비스교육에 도입하여 긍정적인 반응을 받고 있다.

조미정 수석교수는 과거 대한항공에서의 근무경험을 통해 습관화된 서비스매너와 강사활동하며

학습한 서비스이론을 효과적으로 전달하고 있다는 평가를 받고 있다.

앞으로의 서비스교육이 교육에서 끝나지 않고 실무에 도움이 되기를 바란다.


WLB톱뉴스 보도/편집부 기자(sutopnews@sutopnews.com)
ⓒ WLB톱뉴스 무단 전재 및 재배포 금지



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