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Training as a Means of Forming Client-oriented Personnel (the Case of a Home Meals Restaurants)

ФИО студента: Evgeniia Lupova

Руководитель: Kira Reshetnikova

Кампус/факультет: Graduate School of Business

Программа: Human Resource Management (Master)

Год защиты: 2016

This work is dedicated to the development of education in the training format in the restaurant business, which allows to influence the formation client-oriented staff. Customer focus has been studied by scientists for many years. Customer focus is understanding of the target audience, the satisfaction of its needs, which leads to the choice of goods and services of your company, repeat purchases and attracting new customers through recommendations to existing customers. Thus, the proposed personnel training technology will enhance customer focus in the institution. Objective: To determine the possibility of forming a client-staff through its training. In other words, we want to check whether you can use a personal training technology to identify customer orientation of the staff. The object of study: customer-oriented staff in the restaurants home cooking Subject of research: the development of the format of the training staff training in order to create customer-oriented staff The hypothesis of the study: the introduction of staff training techniques can observe the formation of customer focus.

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