| Abstract [eng] |
With growth of competition and trying to satisfy better the client’s needs, the knowledge and capabilities of workers become an important presupposition of competitive advantage of services’ organization. It can be applied to all services’ organizations. The aim of this graduation paper is – to analyze the development of LSC “Čilija” personnel skills in the sphere of client servicing. The culture of organization, its influence to the workers, the culture of service and the relations between organization and service cultures were discussed, also the role of these cultures to the formation and management of client servicing culture was analyzed. It was found out, that servicing culture to a great extent depends not only on organization itself, but also on its culture. It’s very important, because on the culture of organization, the workers view to clients and service depends. During the research, it was figured out, that workers wish to take part in educational seminars, because there are conditions for it, but willing to service qualitatively, the majority of workers face with problem - the team-work is stimulated very poorly, the heads communicate with each other and share the information with workers very poorly. Therefore a lot of workers explain that they don’t like their work. This fact, certainly, affects the quality of client servicing. |
