Nova obuka na FEFA: Liderstvo u pružanju usluga u petak 5. decembra u prostorijama fakulteta Obuku izvodi iskusan konsultant na engleskom jeziku

1. SEMINAR
CALL
LEADERSHIP’S
ROLE
IN
SERVICE
DELIVERY
Faculty
of
Economics,
Finance
and
Administration
-­‐
FEFA,
is
pleased
to
invite
you
to
the
seminar
"Leadership’s
Role
in
Service
Delivery",
which
will
be
held
on
December
5,
2014
at
the
premises
of
the
university.
About
the
Seminar
World-­‐class
cultures
of
quality
service
delivery
that
focus
on
the
value
of
your
organization
do
not
exist
without
commitment.
It
is
an
evolution
that
only
takes
place
with
a
strategic,
robust
plan
and
an
unwavering
focus
and
belief
in
that
direction.
Being
interested
in
service
excellence
and
having
great
knowledge
about
service
is
not
enough.
The
leaders
and
each
person
on
the
team
must
be
committed
and
aligned
with
that
philosophy.
This
high
performance
and
interactive
Seminar
is
designed
for
leadership
teams
and
senior
managers
of
organizations
and
companies
who
want
to
significantly
impact
their
customer
loyalty
and
service
delivery.
The
results
driven
methodology
will
offer
clear
steps
to
align
your
team’s
performance
to
the
desired
customer
experience.
Seminar
Goals:
ü To
assess
needs
of
organizations
to
sustain
growth
by
building
customer
loyalty
ü To
align
service
delivery
with
leadership
objectives
and
vision
ü To
identify
growth
opportunities
through
service
excellence
ü To
understand
how
to
streamline
communication
with
middle
management
to
assure
implementation
ü To
set
objectives
and
design
strategies
for
success

2. Program
of
the
Seminar
9:00-­‐12:30
–
Morning
Session
ü Service
as
a
competitive
differentiator
-­‐
How
Leadership
affects
growth
in
today’s
2
challenging
market
ü Service
Strategy
–
what
is
100%
service
delivery
and
how
does
it
align
with
company
visions?
ü The
Customer
Journey
–
what
does
your
customer
experience
currently
look
like?
ü People/Place/Process
12:30-­‐13:30
Lunch
break
13:30-­‐16:30
–
Afternoon
Session
ü Goals
of
Leaders
ü Design
your
strategy
–
goals,
customer
purpose
implementation,
and
action
plans
for
success
ü “One
Team
–
Right
Direction”
ü Communication
alignment
-­‐
Achieving
results
through
the
success
of
your
team
ü Acceptability
culture
ü Summary
–
What
is
your
competitive
differentiator
for
service
excellence?
Lecturer
Miki
Mitrovich,
Senior
Vice
President
Master
Connection
Associates
As
a
high
impact
facilitator
and
consultant
at
Master
Connection
Associates
(MCA),
Miki
brings
a
wealth
of
experience,
passion
and
knowledge
about
markets
acquired
from
her
leadership
and
sales
positions
with
the
elite
brands,
Four
Seasons
Hotels
and
Resorts,
and
The
Ritz-­‐Carlton
Hotel
Company.
She
has
applied
her
experience
with
the
global
market
to
clients
in
North
America,
Middle
East,
Europe,
and
Asia.
She
has
developed
a
highly
analytical
perspective
for
building
market
share,
customer
service
delivery,
and
brand
loyalty
by
teaching
sales
and
leadership
teams
the
fundamentals
of
strategic
performance
and
achieving
deliverables
in
competitive
markets.
Miki
has
years
of
experience
training
and
consulting
with
luxury
brands
and
has
become
an
expert
in
the
consumer
markets
with
her
tenure
at
MCA,
who
has
built
a
client
list
in
virtually
every
aspect
of
the
global
industry
including
Hotels,
Resorts,
Convention
Bureaus,
Tourism
Organizations,
Retail,
Insurance,
Real
Estate,
Medical,
Healthcare,
Pharmaceutical,
Legal,
and
Financial.

3. 3
Attendance
minimum
requirement
–
10
people
Maximum
attendance
–
25
people
English
Proficiency
Required
–
Seminar
conducted
in
English
The
participation
fee
is
RSD
24,900
+
VAT.
Participation
costs
include
the
cost
of
lecture,
materials
for
each
participant
and
a
light
lunch.
For
3
or
more
participants
from
the
same
company
a
discount
of
10%
applies.
If
you
wish
to
attend
the
seminar,
please
complete
the
application
form
attached
below
and
send
it
to
institut@fefa.edu.rs.
The
deadline
for
applications
is
November
27,
2014
COB.
You
will
receive
a
preliminary
confirmation
of
participation
one
working
day
after
submitting
your
application,
along
with
payment
instructions.
Considering
that
the
number
of
places
is
limited,
priority
will
be
given
to
those
who
apply
early.
For
any
additional
information,
please
contact
us
by
email
at
institut@fefa.edu.rs.

4. 4
APPLICATION
FORM
Name
Company
Company
Position
Telephone
Number
E-­‐mail
Payment:
a. Personal
b. By
the
company
If
the
payment
is
made
by
company,
please
provide:
PIB
Address
Faculty
of
Economics,
Finance
and
Administration
Bulevar
Zorana
Đinđića
44,
11070
Belgrade
+381
11
2600
600,
+381
11
2600
080
info@fefa.edu.rs/www.fefa.edu.rs