Target Audience: Front-office Employees
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The crucial role of employees working in customer service positions is observed not only in the postal services in EU but also in any other business sector related to retail sales of products and/or services, requiring employees to conform with new demands throughout their entire career path.
Transnational Scheme
Based on the extend of the service sector in EU who needs to deal with common challenges, special attention has been given to formulate a wide transnational scheme bringing in elements as follows:
The special and supplementary competencies each transnational partner can bring to the project, both as a postal operator or as its customer. The start line will be the national and european qualifications framework (EQF), which will form the basis of the project’s scenaria necessary for the development of serious games. Furthermore, the partners’ business activities will positively contribute to the transfer of know how and the operation of liberalized market, satisfying the constantly increasing demand for reliable services of high quality at affordable prices.
A certified international standard of vocational training on customer service through counters reinforces mobility and transparency (EUROPASS). In this way, strategic alliances or commercial agreements can be created or supported between the transnational partners who will have developed a reliable homogenous international network on customer service and sales increase. After a relevant adaptation upon the project’s closure, the said standard could be used by any other business willing to implement it.
The co-perception of the partners’ different approaches on customer service and the use of new technologies in vocational training and transfer of credit units (ECVET). Through synthesis process, the project’s final enhanced result will offer an internationally recognized vocational proficiency, which will arise out of an experiential and human way of employees’ training.
The exploitation of experiences’ “exchange” which incorporate cultural and other particularities and combine them with the business and corporate culture of each partner (pilot implementation). In this way, the multicultural societies of the european countries can efficiently meet their customers/ citizens needs.
Co-funded by the European Union
The European Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.