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Customer Relationship Management Office of IDGC of Centre — Voronezhenergo division held courses on advanced training for specialists of departments of marketing and customer interaction of all Distribution Zones of the branch.
The training is connected with changes in the company’s normative documents that are caused by development of additional services. The training, which was attended by field-specific specialists from 33 Distribution Zones, was held in Voronezh, Lisky, Borisoglebsk and Kalach.
The program on the advanced training consisted of two thematic blocks. So, within the course on the organisation of work with customers, which was conducted by Head of the Voronezh Customer Service Centre (CSC) of IDGC of Centre — Voronezhenergo division Elena Nemirovich-Danchenko, the operating procedure with requests, their registration and maintaining in the system SAP Logon for provision of operative execution of requests of customers were considered.
The second part of the training was conducted by Head of department of marketing and additional services of IDGC of Centre — Voronezhenergo division Roman Tolstolutsky. In his reports he informed the listeners of the course on changes in the regulations used at rendering additional services, and also explained the procedure of rendering the new service “Provision of technical resources of IDGC of Centre”. Besides, Roman Tolstolutsky determined prospects and the basic directions of development of services of the business process “Development of additional services” for 2013.
During the training the specialists of department of marketing and customer interaction from the Distribution Zones had many questions which in a mode of active discussion were set by participants after the completion of the basic program of the workshop.
According to the heads, live contact — training in a mode “question-answer” — is more effective, as it allows to clarify on a conversation topic, to concentrate on questions of interest for the audience, to hear exuisting problems and jointly to develop ways of their solution".