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ServiceFocused Programme

 

Open For Enrolment Short-Courses for Individuals
Customised Short-Courses for Organisations

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Choose from Top Service Focused Courses across in-demand subject areas


Develop in-depth knowledge in the service industries on a personal level or empower your business with the help of our world-renowned trainers and global networking opportunities.


Service Focused Programmes

Check out winsedswiss’ training courses for business or explore the upcoming short courses for individuals

Customised Trainings


Choose your topics of interest:
All topics Customer experience Banking Finance Management Innovation design thinking ROI CX metrics Leadership teams Customer Loyalty User Experience Service Quality Model Behavioral economics Omnichannel KPI

Image for the article named The Service System Vision

The Service System Vision

Foundation of Customer Experience – An open vision of the service system. By the end of this training, you will have a better grasp of CX fundamentals, CX processes, the key concepts of Customer Experience while gaining knowledge on how to commence a CX improvement journey within your business.

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Service Quality Model

Foundation of Customer Experience – An open vision of the service system. By the end of this training, you will have a better grasp of CX fundamentals, CX processes, the key concepts of Customer Experience while gaining knowledge on how to commence a CX improvement journey within your business.

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User experience (UX)

Creating and managing excellent user experience (UX). By the end of this course, there will be clarity on the most important steps of defining a coherent customer experience in all the customer touch points (physical and digital world), and you will be able, through methodologies and real-life case studies, to link the strategical orientation of the concept with its operational challenges.

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Integrating Pricing into the CX

By the end of this course, you will learn about methods to integrate pricing into designing CX, you will be able to link revenue management to CX and to identify ways of measuring the return on investment in CX.

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Measuring CX with CPIs (Customer Performance Indicators)

By the end of this course, you will learn about and understand how the most important CPIs work and can be used, you will have access to real life study cases to better grasp the CPIs applicability and you will be able to identify the most suitable CPIs to work with in your own organisation, connecting them to your organisation’s KPIs to drive to improved business performance and growth.

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Design thinking applied to create excellent CX

By the end of this course, you will develop the necessary skills to integrate design thinking in your daily business activities and use it to create excellent CX.

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Neuromarketing

By the end of this course, you will learn how to use neuromarketing to adapt and innovate in the fast-changing context of 2021 and further, you will understand what neural patterns mean and how they influence customer behaviour, as well as how you can use neuroplasticity for change – both for you and for your organisation.

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The Mind Mapping & Inner strategies for CX

By the end of this course, you will learn about mind mapping, its benefits and application to CX. You will also be able to re-design your own mind and approach using mind-mapping in order to create excellent CX.

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Image for the article named Leadership. Leading your organisation to performance in CX

Leadership. Leading your organisation to performance in CX

By the end of this course, you will better understand, assess, and take charge of your leadership style, gain clear and practical insights into reviewing your strengths and areas for improvement as well as into creating an action plan to address them. You will also understand the criticality of character, calm and clarity in leadership and why the best leaders have more to do with character traits than with a certain background and specific knowledge. You will also have access and understand how to use specific tools and frameworks for engaging and inspiring customers and employees.

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Image for the article named Savoir vivre – savoir être. The mindset & looks of an excellent CX

Savoir vivre – savoir être. The mindset & looks of an excellent CX

This course is about delivering more than expected. Throughout this course you will learn about the importance of caring and listening, know the basics of grooming and service, convey the image of the establishment. By the end of this training, you will better understand the importance of etiquette and grooming in creating excellent CX, learn about the hospitude approach and be able to apply it in all your activities, especially in those directly related to CX.

Direct interaction with excellent CX, learning from best-in-class international experts you will meet, surprise visits to top international organisations with headquarters in Switzerland, Romania or France. This course comes to create customer engagement, and the participants will have the opportunity to experience CX excellence in Michelin stars restaurants and palace hotels, as well as get to better understand the Swiss approach to CX that makes them the best in class, including in the education for the hospitality and service industry.

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Steps of Action Plan as strategic planning

7-step process to assist you with the choices and actions required to meet strategic goals. Given the magnitude of recent disruptions, across a wide range of organizational challenges, the strategic planning process must be more streamlined and agile than before.

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Communication and influencing

The best mentors in the world are the best storytellers. Motivate your team through honest and direct communication, be comprehensive about the different ways in which the world can be perceived, and you will gain the trust of those you talk to and listen to. Participate in our interactive sessions of self-confidence training and become a catalyst for change in your company!

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Time Management

“Time is what we want most, but what we use worst.” How would you describe your working style? Is it more reactive than proactive? Let your advance worrying become advance strategizing and learn how to prioritize, delegate, balance, and manage time.  

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Teamwork

Here is how we picture team evolution. First, comes a spirit of camaraderie. Synergy among the employees will provide an uplifting framework for the company culture and will ultimately contribute to the overall levels of satisfaction and productivity. Eventually, the team will become a community. Are you ready to be the missing link? 

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Image for the article named Building a Well-performing team and conflict management

Building a Well-performing team and conflict management

Effective teamwork relies on the strong foundations you place from the beginning. How do you build a team? What apps do you use for track work progress, what kind of leadership style do you apply and, last but not least, what size will your team be? To avoid chaos, for example, Jeff Bezos once proposed one should never have more members in a team than they could feed with two pizza. How does this rule apply to your company?

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Successful delivery of presentation

“Every act of communication is a miracle of translation.” Throughout the course, you will learn how to avoid being lost in translation, stumbling, and repetitiveness. Moreover, you will develop skills that will instill life, energy, and attention to detail in your presentation. Delivering a pitch that will seal the deal will become second nature to you. 

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Image for the article named Human Resources for Non practitioners

Human Resources for Non practitioners

You wish to gain insight into the HR deparment and job-shadowing at your workplace is not an option? That is the reason we put our HR experts at your disposal. Our Chief Happiness Officers will teach you about the competencies, skills, and behaviours needed in this particular field that operates with the most complicated and complex element in any industry – people. 

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Image for the article named Acquisition for Human Resources

Acquisition for Human Resources

Refine your approach to talent acquisition and learn key strategies to effectively engage and retain critical employees, build a pipeline for the future generation of leaders, and evolve alongisde a dynamic workforce with changing needs. 

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Rewards and recognition

The competition for skilled talent is fiercer than ever, especially in the service industry. In that respect, talent acquisition needs to be complemented by a pay-for-performance strategy in order to retain key people within the organization. Learn how to build a framework for aligning job rewards and recognition to individual performance. 

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Image for the article named Discrimination and intimacy in the work place

Discrimination and intimacy in the work place

Employees need to feel empowered to recognize and report discrimination at work. You will learn how to build that kind of safe zone and foster a workplace culture that has zero tolerance for sexual victimisation, sexual harassment, and unlawful discrimination.

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Recruiting

“Hire characters. Train skill.” The advice sounds simple enough, but the hiring process that exists behind the words knows many hills and valleys in the post-covid world. Develop the skill sets that you need in order to become a data-driven recruiter with an eye for talent and a strategy for putting together candidate-centric recruitment funnels.

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HR For Managers

You already master the fundamentals of HR. Take the next step! Gain access, share experiences and work on real-world projects within a community of C-suite executives with a vast experience in navigating the service industry to the top of its game. Develop the kind of leadership energy that your teammates and work partners deserve!

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LeadershipNeuromarketing

Before you become a leader, success comes from growing yourself and insight derives from a constant process of self-actualization. Learn how to accept and manage change first in yourself and then in the outside world with our short, intense self-grooming courses. 

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Management and Leadership

Two sides of the same coin used in the transaction of knowledge, leadership and management skills will help you align your brand’s necessities with your personal values. As the saying goes, “leadership is working with goals and vision while management is working with objectives.”

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Image for the article named Developing the team through coaching and mentoring

Developing the team through coaching and mentoring

A coach creates space to think, challenges beliefs, thoughts, and behaviours and works on developing specific target areas. A mentor advises and suggests, shares knowledge and experience, and takes a broader view over the development of the employees’ high potential. Learn how to be both a coach and a mentor for your team! 

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Situational Leadership

How is your ability to adapt to new and often unforeseen circumstances? Situational leadership is an adaptive style of management that encourages leaders to weigh the many variables in their industry, including the individuals in their team. In the words of Ken Blanchard, the creator of the situational leadership strategy, “In the past, a leader was a boss. Today’s leaders can no longer lead solely based on positional power.”

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Manager as a Coach

Learn and practice valuable insights about coaching and management in order to further develop your own coaching style, practice and tools. Avoid loss of talent in your company by empowering your employees and creating resilient teams!

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Developing emotional Intelligence

Emotional intelligence is not a threshold competence that you can achieve in a matter of a few weeks. Developing this type of empathetic intuition takes time, but promises to build character. During our course, you will learn how to tune in to your emotions so that you can actively seek, understand, and accept other’s emotions, opinions, and insights. 

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Image for the article named Personal Equilibrium and rebalancing team members

Personal Equilibrium and rebalancing team members

People need constant reassurance that their work is appreciated and valued, especially during challenging times. Burnout, loss of passion or low morale are the everyday threats to the wellbeing of your team. Acquire the necessary skills to help yourself and your team members cope and thrive despite everyday difficulties.

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Stress Management

Not only has the pandemic taken a toll on our physical and economical health, but it has also placed a great mental strain on all of us. Among work-induced diseases, burnout is the easiest to miss and the hardest to treat. That is why stress management is a sought-after skill of great preventive force. So, keep calm and relax with our easy-going course on stress management!

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Image for the article named Organizing myself and others

Organizing myself and others

Clutter is all around us. It has come to be a worldwide problem and an obstacle in the process of achieving value-driven goals and self-organisation skills. Learn how to declutter your workspace and your management style in order to make room for the things that truly matter in your career, brand or industry.

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Communication

“Communication works for those who work at it.” To effectively communicate, we must all realize that talking and listening are two sides of the same coin, in personal relationships as well as B2B and B2C exchanges. Strengthen your communication muscle by learning methods such as ESPERE, NLP, Transactional Analysis. 

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Team Management

It is true that we rise by lifting others. Before you choose this course, ask yourself this question. Are you the leader who defines the goals and carries the responsibility for achieving them or are you the leader of a self-managing team that functions according to the principles of accountability, interdependence, high cohesiveness, and the common pursuit towards creative and sustainable work? Learn what kind of leader you want to be!

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Human Resource Management

People are essential to the success of your business. So how do know how to identify and engage those people who fit the company’s values and nurture its mission? Contact us to find out!

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Performance Management

Gain insight into how to optimize, sustain, and skyrocket the productivity of your company through a series of management practices that have been tried and tested for over 30 years by the best in the service industry – our winsedswiss trainers and coaches. 

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Management Abilities

“Everyone thinks of changing the world, but no one thinks of changing himself.”, said Tolstoy. It’s an advice worth remembering when you demand of your employees or business partners to fast track change or adopt unfamiliar strategies. Are you ready to manage that kind of change in yourself? 

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Finance for Non-Finance

Data-driven strategies can drive greater efficiency and open new paths to success. However, before you walk the walk, you need to talk the talk. When you’re facing your stalkholders and team of specialists, you will want to rise up to the challenge and keep up with the vocabulary - even if your area of expertise has nothing to do with finances. 

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Strategic management

To strategize is to make choices, to accept trade-offs, and to develop a style of thinking that aims at long-term success. Master core strategic concepts and build key skills in an array of subject areas, including negociation, brand positioning, market demand, leadership, and communication. 

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Strategic Thinking

When it comes to writing your battleplan, would you say you tend to be more analytical or intuitive? Once you figure out the answer to this question (the Myers-Briggs test might help), allow your brand strategy to find a balance between the two styles of thinking. It will help you identify industry drivers, core resources, and high-potential competencies. 

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Creativity

The good thing about creativity is that you can’t use it up. It’s an endless resource. The more you use, the more you have. Throughout our course, you will practice breaking patterns and “drawing outside the circle” in order to acquire a sustainable and disruptive brand strategy. 

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Creativity and Out of the Box Thinking

One size never fits all! Especially if it’s a standard size box for unique and standard-defying content. Discover the complex web of perspectives and realities in your workplace by practicing lateral thinking, brainstorming, and innovative problem-solving techniques. 

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Sales and Marketing

Traditionally, sales and marketing were different departments with specific functions and goals. The marketing approach relied on surveys and charts while sales professionals had hands-on experience and real life feedback from the customers. Today, the gap between the two is closing – a merger that will make room for a new type of professional, the Sales Marketing Specialist.

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Sales for non-sales

Take your sales skills to the next level with a course designed to help executives who are not in the frontlines of the sales department. We will practice and demonstrate consultative selling, engaging the audience, creating excitement, and converting leads for the success of your brand. 

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Negotiation abilities

Negotiation is a hard art to master and requires that you position yourself in the middle of a conflictual situation or long-term stand-off. Negotiation requires that you have a particular set of skills, namely patience, situational adaptability, the capacity to listen and communicate effectively, show of empathy and vulnerability, but also the ability to say no. 

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Project Management

There is nothing better than getting better. You will experience the satisfaction of seeing your project through to the end while also learning that project management is about initiating, planning, and executing not only your brand’s specific goals, but also your personal success criteria. 

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Organizational Evaluation and Diagnosis

Are daily meetings an effective practice? Does your company score well on employee satisfaction? And how does the brand’s MVV reflect at a management level? These are all questions that will arise when you perform an evaluation of your company. Learn what tools and methods to use in order to gain a better understanding of the organizational structure that makes your brand tick.

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Change Management/ Resilience

Change is challenging. In order to identify the best ways to implement change and understand the key roles of resilience & adaptation, you will learn how to plan spontaneously. You will also learn how to identify the familiar in the unexpected and how to communicate survival strategies to their best effect. 

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Open For Enrolment Training

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  Roxana Manolescu  
  Programme advisor  

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  mail   roxana.manolescu@winsed.swiss   
  phone  +40 752 220 202

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