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                                                                  2014 I 

 


 

·       “Developing Mystery Shopping as an Innovative HR &Customer Service Tool,to Improve Productivity in Tourism”     

 

Διοργανώνεται διήμερο εκπαιδευτικό σεμινάριο με θέμα «Developing Mystery Shopping as an Innovative HR & Customer Service Tool, to Improve Productivity in Tourism». 


Σε ένα άκρως ανταγωνιστικό κλάδο, όλοι οι οργανισμοί τουρισμού απαιτούν ακριβείς και αντικειμενικές πληροφορίεςσχετικά με τις εμπειρίες του πελάτη, έτσι ώστε να μπορούν να αξιολογούν το βαθμό στον οποίο πληρούν τις ανάγκες των πελατών.

Δεδομένου ότι οι τουριστικές επιχειρήσεις εξαρτόνται από την ποιότητα και την αποτελεσματικότητα του ανθρώπινου δυναμικού τους, χρειάζονται μέθοδοι οι οποίοι θα βοηθήσουν  την κατάρτιση του προσωπικού και τις ανάγκεςανάπτυξης τους.

Το σεμινάριο εστιάζεται στο πώς το Mystery Shopping μπορεί να χρησιμοποιηθεί με καινοτόμους τρόπους για την επίτευξη των στόχων αυτών τόσο για τις τουριστικές επιχειρήσεις - να παρέχει ακριβή και αντικειμενική πληροφόρηση σχετικά με τα επίπεδα ικανοποίησης των πελατών και να προσδιορίσει τις ειδικές ανάγκες κατάρτισης του προσωπικού.

Ομιλητής του σεμιναρίου είναι ο κ. Gordon C Anderson (Managing Director of G.C. Anderson Consulting).

Επισυνάπτεται σχετική ανακοίνωση.



Για περισσότερες πληροφορίες παρακαλούμε επικοινωνήστε στα πιο κάτω στοιχεία.

.....................................................................................................................................

A two-day training seminar on «Developing Mystery Shopping as an Innovative HR & Customer Service Tool, to Improve Productivity in Tourism» is organized.


In a highly competitive industry, such as tourism, all companies require accurate and objective information about the customer experience so they can assess the extent to which they meet customer needs and achieve customer satisfaction.

Companies in the tourism field depend strongly on the quality of staff. Mystery Shopping is a valuable tool in identifying individual and team training needs.

 

 The seminar focuses on how Mystery Shopping can be used in innovative ways to achieve these goals.

 

Speaker of the seminar is Mr. Gordon C Anderson (Managing Director of GC Anderson Consulting).


· “Developing the Flexibility and Employability of staff”

  

·“How to Reward and Motivate Staff”

 

 

In any business, constant hard work and keeping up with high company profiles, highly motivated staff and competition, has created the need for our college to frequently organize training courses/seminars to help develop ability for high performance.

 

MKC City College in co- operation with Professor Gordon C. Anderson, our program leader, who is a UK leading expert on human resource management, can provide in-house, on the spot training, programs prepared for your individual company needs.

 

Professor Gordon C. Anderson

Professor Gordon experience includes 14 years of pastoral leadership and 28 years as a college professor and administrator. Today he is the managing director of G.C. Anderson Consulting.  His consulting and his training experience were gained in the U.K, the Middle East, South East Asia and Cyprus. He has consulted many companies some of which include: Ideal Grafico, Electricity board of Cyprus, Cyprus Institute of Neurology and Genetics, Laiki, Gan Direct, Lanitis Developers, Eurofreight.

Author of 4 books and 30 articles on HR management.

 

G. C. Anderson Ltd  collaborates with the Employers & Industrialists Federation in Cyprus from 1996.

Friendly collaboration, with City College, Larnaca exists for around 10 years. Corporate training courses, especially in company training, academic programs, academic development, are frequently scheduled acting as advisor to Costas Charalambous Director of City College, including collaboration with overseas universities.

  

  

 LANGUAGE: Courses are in English. A Greek translator will be available.

 

Upon completion of the training courses all attendants will receive a participation certificate from MKC CITY College.

 

 

 

 

2014  

 

·         “How to handle Customer Complaints” 

             

 

 

Participants will achieve:

Skills on how to provide customer satisfaction because of arising customer expectations.

Customer service and the ability to handle and resolve customer complaints effectively. This need is supported by the research evidence that any customer making a complaint is likely to communicate their complaint to other circles and potentially create problems or bad reputation to the company.

Consequently the ability and skill to convert customers to become satisfied is vitally important to all companies.

 

Objectives:

 

<!-     ·   By the end of the programme attendants will appreciate the importance of dealing quickly and    effectively with customer             complaints.

<!-     ·       Analyse the key steps in dealing with customer complaints.

·          ·    Understand the psychology of the complaining customer.

·          ·    Develop skills in analysing customer complaints.

·          ·    Appreciate the need to remain calm and professional whilst dealing with customer complaints.

<!--   ·         Develop skills in handling customer complaints and creating service recovery.

 

 

Addressed to:

Managers, Supervisors and Stuff


For information on this course please contact College main Reception 24 818571.

 

 

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MKC City College Larnaca PO Box 40830, Larnaka 6308, CYPRUS
Email: info@citycollege.ac.cy
Tel.: (00357) 24818571

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