Published on June 24, 2019
Maximising Service Orientation
The World Economic Forum in its 2018 “The Future of Jobs Report” predicts that service orientation will be one of the competencies demanding proactive development within the accelerating transformation of the labor market by 2022. Service orientation is defined as the ability and desire to anticipate, recognize and meet others’ needs,
sometimes even before those needs are articulated. Service oriented people focus on providing satisfaction and making themselves available to others.
What kind of organizational context encourages customer service orientation? What kind of skills do employees need to develop in order to be more customer service oriented?
The social capital theory argues that three qualities are important: a. open communication; b. a trusting culture and c. a shared vision. In this webinar we will focus on how to answer the above two questions and how to develop the above mentioned qualities.