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improvement plan\u003C\u002Fli>\n\u003Cli>Building a service culture in the team\u003C\u002Fli>\n\u003Cli>Action plan: improving service quality in your unit\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Explain how service quality in media and communication affects audience trust and organisational reputation\u003C\u002Fli>\n\u003Cli>Map the service journey for enquiries from the public, journalists and internal clients\u003C\u002Fli>\n\u003Cli>Write clear service standards covering response times, tone, accuracy and escalation\u003C\u002Fli>\n\u003Cli>Respond to enquiries across phone, email, social media and messaging channels in a consistent, professional way\u003C\u002Fli>\n\u003Cli>Handle difficult and emotional interactions calmly and keep them constructive\u003C\u002Fli>\n\u003Cli>Manage complaints using a structured process from receipt to resolution and follow-up\u003C\u002Fli>\n\u003Cli>Handle errors and corrections openly and in a way that protects credibility\u003C\u002Fli>\n\u003Cli>Design and run a short satisfaction survey and interpret the results\u003C\u002Fli>\n\u003Cli>Use service data and feedback to identify priority improvements\u003C\u002Fli>\n\u003Cli>Contribute to an audience-focused service culture within the team\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Media and communication staff:\u003C\u002Fstrong> media officers, public relations and communication team members who handle enquiries\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Customer service teams:\u003C\u002Fstrong> agents and coordinators in contact centres and public-facing units\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Supervisors and team leaders:\u003C\u002Fstrong> staff responsible for service standards and complaint handling\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Social media and digital channel staff:\u003C\u002Fstrong> team members who respond to the public online\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Broadcast and publishing staff:\u003C\u002Fstrong> employees who deal with audience feedback and requests\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>The programme suits staff with some experience in communication or customer service roles. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Audience and stakeholder service mapping\u003C\u002Fli>\n\u003Cli>Service standard and charter design\u003C\u002Fli>\n\u003Cli>Multichannel enquiry handling\u003C\u002Fli>\n\u003Cli>Difficult conversation management\u003C\u002Fli>\n\u003Cli>Structured complaints handling\u003C\u002Fli>\n\u003Cli>Transparent error correction\u003C\u002Fli>\n\u003Cli>Satisfaction survey design and interpretation\u003C\u002Fli>\n\u003Cli>Service quality KPI monitoring\u003C\u002Fli>\n\u003Cli>Audience-focused service culture\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Media and communication units lose public trust through slow replies, inconsistent answers, unhandled complaints and errors that are not corrected. This programme gives media, communication and customer-facing staff practical tools to define service standards, handle enquiries and complaints well, measure satisfaction and build lasting trust with audiences and stakeholders.\u003C\u002Fp>","\u003Cp>Media offices, communication departments and broadcasters deal with a daily stream of requests from the public, journalists, partners and internal clients. When there are no clear service standards, response times vary, different staff give different answers and complaints on social media escalate before anyone takes ownership. Errors are fixed quietly or not at all. Each of these moments reduces trust, and trust is slow to rebuild.\u003C\u002Fp>\n\u003Cp>This programme treats communication as a service with measurable quality. It moves through five stages: understanding what audiences and stakeholders expect, designing service standards and the service journey, handling enquiries and difficult interactions, managing complaints, corrections and feedback, and measuring satisfaction and trust so that performance improves over time.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references ISO 10002 on complaints handling, ISO 10004 on monitoring and measuring customer satisfaction, established service quality models and the Journalism Trust Initiative standard on transparency and professional norms in media. They are used as practical guides, not as compliance checklists.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>What this changes in practice.\u003C\u002Fstrong> Staff respond faster and more consistently, complaints are resolved at the first point of contact more often, corrections are handled openly, and managers can see from real data where service is failing and what to fix first.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: a media or communication unit that participants assess, write a service charter for, test through role plays of difficult enquiries and complaints, and measure with a simple satisfaction survey.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own channels, service standards, complaint procedures and audience groups, and can produce a service charter and response templates ready for use.\u003C\u002Fp>","Training Program","intermediate","mdi-comment",[322,330],{"id":323,"schedule_slug":324,"start_date":325,"end_date":326,"price":327,"city_id":328,"days":289,"city_name":329},610228,"media-communication-service-quality-and-customer-trust-in-vienna","2026-11-15","2026-11-19","5500.00",6,"Vienna",{"id":331,"schedule_slug":332,"start_date":333,"end_date":334,"price":327,"city_id":328,"days":289,"city_name":329},704398,"N\u002FA","2027-05-31","2027-06-04",[336,343,351,358,364,370,374,381,385,389,393,400,404,408],{"id":337,"schedule_slug":338,"start_date":339,"end_date":340,"price":341,"city_id":255,"days":289,"city_name":342},609745,"media-communication-service-quality-and-customer-trust-in-istanbul","2026-11-01","2026-11-05","4500.00","Istanbul",{"id":344,"schedule_slug":345,"start_date":346,"end_date":347,"price":348,"city_id":349,"days":289,"city_name":350},610467,"media-communication-service-quality-and-customer-trust-in-kuwait","2026-11-22","2026-11-26","4300.00",7,"Kuwait",{"id":352,"schedule_slug":353,"start_date":354,"end_date":355,"price":327,"city_id":356,"days":289,"city_name":357},610703,"media-communication-service-quality-and-customer-trust-in-amsterdam","2026-11-29","2026-12-03",10,"Amsterdam",{"id":359,"schedule_slug":360,"start_date":361,"end_date":362,"price":341,"city_id":260,"days":289,"city_name":363},610948,"media-communication-service-quality-and-customer-trust-in-kuala-lumpur","2026-12-06","2026-12-10","Kuala Lumpur",{"id":365,"schedule_slug":366,"start_date":367,"end_date":368,"price":341,"city_id":32,"days":289,"city_name":369},611486,"media-communication-service-quality-and-customer-trust-in-dubai","2026-12-20","2026-12-24","Dubai",{"id":371,"schedule_slug":332,"start_date":372,"end_date":373,"price":341,"city_id":32,"days":289,"city_name":369},701988,"2027-03-22","2027-03-26",{"id":375,"schedule_slug":332,"start_date":376,"end_date":377,"price":378,"city_id":379,"days":289,"city_name":380},704638,"2027-06-07","2027-06-11","5900.00",4,"London",{"id":382,"schedule_slug":332,"start_date":383,"end_date":384,"price":341,"city_id":260,"days":289,"city_name":363},705923,"2027-07-12","2027-07-16",{"id":386,"schedule_slug":332,"start_date":387,"end_date":388,"price":348,"city_id":349,"days":289,"city_name":350},706055,"2027-07-18","2027-07-22",{"id":390,"schedule_slug":332,"start_date":387,"end_date":388,"price":341,"city_id":391,"days":289,"city_name":392},706099,46,"Doha",{"id":394,"schedule_slug":332,"start_date":395,"end_date":396,"price":397,"city_id":398,"days":289,"city_name":399},707889,"2027-08-30","2027-09-03","2900.00",19,"Live Online",{"id":401,"schedule_slug":332,"start_date":402,"end_date":403,"price":341,"city_id":32,"days":289,"city_name":369},708221,"2027-09-13","2027-09-17",{"id":405,"schedule_slug":332,"start_date":406,"end_date":407,"price":341,"city_id":255,"days":289,"city_name":342},709806,"2027-11-01","2027-11-05",{"id":409,"schedule_slug":332,"start_date":410,"end_date":411,"price":378,"city_id":379,"days":289,"city_name":380},711878,"2027-12-27","2027-12-31",{"id":328,"city_name":329,"city_slug":413,"country_id":328,"country_name":414,"country_continent":415,"featured":32,"price":416,"image_alt":417,"image_icon":250,"title":250,"h1_tag":418,"content":419,"description":420,"what_to_do":421,"cover":287},"vienna","Austria","Europe",5100,"Vienna image","Training courses in Vienna, Austria","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy can deliver its complete portfolio of professional training programs in Vienna. With a major international center for business, diplomacy and professional services, the destination suits both scheduled learning and tailored arrangements for organizations or individual professionals.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">As an Elite Academy training destination, Vienna provides access to our full portfolio rather than a city-specific set of specializations. The city is a major international center for business, diplomacy and professional services, creating a suitable environment for organizations developing their teams and for professionals attending independently. Upcoming scheduled courses are listed on this page, while any other Elite Academy program can also be requested for delivery in Vienna, subject to scheduling and delivery requirements. Explore the schedule or browse our training areas to find the right option.\u003C\u002Fp>",{"food":422,"places":431,"shopping":440,"experience":449},{"items":423,"title":430},[424,426,428],{"text":425},"Café Central",{"text":427},"Plachutta Wollzeile",{"text":429},"Naschmarkt","Dining",{"items":432,"title":439},[433,435,437],{"text":434},"Schönbrunn Palace",{"text":436},"St. Stephen's Cathedral",{"text":438},"Hofburg","Landmarks",{"items":441,"title":448},[442,444,446],{"text":443},"Kärntner Straße",{"text":445},"Graben",{"text":447},"Designer Outlet Parndorf","Shopping",{"items":450,"title":457},[451,453,455],{"text":452},"Vienna State Opera",{"text":454},"Spanish Riding School",{"text":456},"Prater Giant Ferris Wheel","Experience",{"image_url":287,"image_alt":459,"alt_text":287,"meta_title":286,"meta_description":460,"canonical_url":287,"schema_json":287,"include_in_sitemap":461,"robots_index":461,"robots_follow":461,"robots_advanced":287,"og_title":286,"og_description":460,"og_url":287,"twitter_card":462},"SeoMetadata image","Media and communication units lose public trust through slow replies, inconsistent answers, unhandled complaints and errors that are not corrected.",false,"summary",[],[465,475,487],{"id":466,"name":467,"name_2":287,"slug":468,"schedule_slug":469,"start_date":339,"end_date":340,"days":289,"hours":290,"city_id":470,"city_name":471,"price":472,"country_name":473,"program_level":319,"program_type":318,"short_details":474,"featured":250,"upcoming":250,"relevance_score":250},609743,"Innovation and Creativity in Customer Service","innovation-and-creativity-in-customer-service","innovation-and-creativity-in-customer-service-in-casablanca",23,"Casablanca",4300,"Morocco","\u003Cp>Customers now compare every service with the best digital experience they have had, and scripted, one-size-fits-all service no longer meets their expectations. This programme gives customer service staff and team leaders practical creativity and innovation tools to solve service problems, design better customer experiences and turn good ideas into improvements that last.\u003C\u002Fp>",{"id":476,"name":477,"name_2":287,"slug":478,"schedule_slug":479,"start_date":480,"end_date":481,"days":289,"hours":290,"city_id":482,"city_name":483,"price":484,"country_name":485,"program_level":319,"program_type":318,"short_details":486,"featured":250,"upcoming":250,"relevance_score":250},609992,"Technical Sales and Customer Service","technical-sales-and-customer-service","technical-sales-and-customer-service-in-cairo","2026-11-08","2026-11-12",11,"Cairo",4000,"Egypt","\u003Cp>Technical products are often lost on a poorly understood requirement, a proposal that lists features instead of outcomes, or a complaint handled slowly after the sale. This programme gives sales engineers, account managers and service staff a practical method to diagnose customer needs, present value, close with commitment and keep the relationship profitable after delivery.\u003C\u002Fp>",{"id":488,"name":489,"name_2":287,"slug":490,"schedule_slug":287,"start_date":491,"end_date":492,"days":289,"hours":290,"city_id":398,"city_name":399,"price":493,"country_name":494,"program_level":319,"program_type":318,"short_details":495,"featured":250,"upcoming":250,"relevance_score":250},700210,"Managing Customer Complaints and Claims","managing-customer-complaints-and-claims","2027-01-04","2027-01-08",2900,"Online","\u003Cp>Poorly handled complaints turn a single service failure into lost customers, public criticism, regulatory attention and costly claims. This programme gives front-line and supervisory staff a practical, fair and consistent approach to receiving, investigating and resolving customer complaints and claims, and to using what they learn to improve service.\u003C\u002Fp>","en",{"start_date":325,"city_id":287},{"data":499,"code":280,"status":281,"message":524},[500,504,508,512,516,520],{"id":501,"title":502,"slug":503},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":505,"title":506,"slug":507},30,"Leadership Development","leadership-development-2",{"id":509,"title":510,"slug":511},29,"management skills","management-skills",{"id":513,"title":514,"slug":515},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":517,"title":518,"slug":519},21,"finance and accounting","finance-and-accounting",{"id":521,"title":522,"slug":523},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]