#about
I'm Elena Calin, the service culture quality catalyst helping you enhance your customer experience and transform your organization.
I absolutely love designing and conducting services transformation processes in organizations. It's a deeply rewarding experience to help companies redefine their customer interactions and achieve their business goals. Creating customer-centric cultures within companies is what I'm all about. Improving their overall business health and prosperity is my top priority.
As an expert in service quality, I take great joy in helping businesses understand the benefits of delivering exceptional customer experiences. I take the time to understand the client's unique needs, and I always tailor my services to meet their specific requirements.
When you choose to work with me, I want you to know that I'm more than just a consultant. I'm a partner who is fully committed to your success. You can count on me to provide guidance, support, and expert advice every step of the way.
#WHAT
One of my greatest strengths is shaping human behavior. I have a talent for discovering the goodness and beauty in each person, motivating them to be attentive and kind to those around them. I firmly believe that this approach not only leads to better customer experiences but can also create a ripple effect of positivity that can transform entire organizations and communities.
If you're looking to enhance your customer experience and transform your organization
Together, we can take your business to the next level!
#WHY
My passion for unleashing the best in people is at the heart of my work. I truly believe that every person has the capacity for goodness and that by helping them realize this potential through creating value for others, they will experience greater satisfaction and happiness.
By bringing value to others, we can all experience greater joy and fulfilment. Though it may seem idealistic, I believe that by serving our communities, customers, and fellow citizens to the best of our abilities, we can all experience a more meaningful existence. It's a simple yet powerful idea that drives everything I do.
THE excellence MECHANISM
excellence
embodiment of team spirit
experience
elena
e
e
communication
creativity
corporate culture
călin
c
c
service. devotion. love.
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Devotamentul în afaceri
Putem să ne uităm la subiectul devotament din foarte multe unghiuri și din fiecare unghi să luăm și să înțelegem ce este relevant pentru noi.
Aș vrea să aruncăm o privire asupra acestui subiect prin ochii clienților și angajaților. Care este oferta de devotament pentru ei? Companiile visează să aibă clienți și angajați devotați brandului lor, dar cât de anevoios este drumul până acolo? -
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Șapte greșeli de customer experience pe care le fac deseori organizațiile
Eu, Elena Călin, nu am pretenția că dețin adevărul absolut și nu am pretenția că ceea ce scriu aici se aplică oricărei organizații. Studiez de foarte multă vreme cultura organizațională de tip „service culture” și am observat că, deși, foarte multe dintre organizații arată preocupare pentru clienți, nu întotdeauna reușesc să obțină rezultatele dorite în calitatea serviciilor pe care le oferă.
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Raportul teorie/practică în şcoli este 80/20 la sută, însă ar trebui să fie invers. Ora de info, introdusă încă din şcoala primară
Lansarea unui sistem fiscal care să încurajeze implicarea companiilor în educaţie şi introducerea orei de informatică încă din clasele primare ar putea reorienta sistemul educaţional local către zona practică şi ar pregăti mai bine generaţiile următoare pentru Revoluţia industrială 4.0
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Reguli de aur in relatiile cu clientii pentru orice startup
Economistul Theodore Levitt, spunea, la inceputul anilor ‘80, ceva ce este si astazi la fel de adevarat: „Scopul fiecarei afaceri este de a obtine si de a pastra clientul”. Toate eforturile de a dezvolta afacerea, munca, investitiile facute vor fi inutile daca vei avea clienti nemultumiti, pe care ii pierzi usor.
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Ce mai citesc liderii: Cultura serviciilor superioare, de Ron Kaufman
Cartea Cultura serviciilor superioare este structurată simplu și inteligent. Te câștigă repede. Este argumentată cu studii de bună practică, de exemple „așa nu“ și alegorii cu scopul de a‐i trezi cititorului dorința de se a schimba și de a schimba.
Este ca un ghid care te învață lucrurile de bază. -
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Cum iti construiesti o echipa de angajati hotarati sa ii faca fericiti pe clienti
Ne place sa primim servicii excelente, fara niciun dubiu. Stiati insa ca acestea ne pot provoca reactii fizice in organism? Un studiu facut de American Express Service Study a aratat ca 63% dintre cei 1.620 de respondenti au declarat ca au simtit o crestere a ritmului cardiac doar gandindu-se la servicii minunate.
Ways You Can Be
the Catalyst Of Quality
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Certified Workshop Leaders are a powerful force to help upgrade service standards and uplift the service culture inside your organization.
Certified Workshop Leaders may be members of your training department or they may be supervisors, managers, or front-line Service Champions in the daily delivery of quality service.
Becoming a Certified Workshop Leader is an excellent career development opportunity, helping qualified individuals improve their facilitation and service leadership skills.
Working with Certified Workshop Leaders may allow your organization to train more staff more quickly, with greater operational flexibility, and at a lower cost.
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What is an Uplifting Service Culture?
a. Each person in an organization embraces the fundamental principles of Uplifting Service and takes action to create new or greater value for others.
b. Leadership, education and culture building activities in the organization are integrated with each other and aligned to support a shared service vision, mission and values.
c. The organization is committed to continuous improvement, always Stepping UP! to create more value in service to those inside and outside the organization.
If you are the leader of a large organization seeking to dramatically improve service, or differentiate based on quality service, and you want the changes to stick, Uplifting Service Methodology delivers proven, scalable solutions - quickly, effectively, and with economy of scale.
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Crises in service can hit your brand and your future success. The tools and techniques for successful crisis in service workshop are rarely taught and – hopefully - even less frequently applied.
The context for crisis in service is constantly changing. The increasing growth and influence of social media has dramatically re-shaped how businesses are expected to communicate during testing times. This means that an approach that was best in class eighteen months ago may now be insufficient to fully protect your reputation.
As a consequence, when a crisis does strike, crisis service teams need to respond effectively. They need to have the knowledge, principles and insights to do and say the right thing if a crisis emerges.
The S.O.S Crisis in Service workshop gives organizations who care about protecting their reputation the skills and knowledge to succeed and to transform the bad moment in a very good one.
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This suite of powerful tools enables the foundation of your superior and sustainable service culture.
Each workshop emphasizes application to specific se vice situations ensuring new ideas are generated, new actions are taken, and new value is created.
Workshop participants apply proven techniques to:solve service problems
handle difficult se vice situations
boost service performance
add service value
increase service commitment
build powerful and lasting partnerships
convert customers into loyal ambassadors
manage customer expectations
These workshops build a common service language among internal and external service providers enabling your team to communicate quickly and easily across a wide range of service situations.