Developing and Testing of the Training Program "Customer-Oriented Service" in LLC "SIBUR-BSC"

Modern consumer culture makes great companies pay considerable attention to development of a client-oriented culture. Namely the qualitative level of providing service and level of communication with clients allows companies to create brand, attract new clients and new partners and as a result increase profit level and level of competitiveness. This work devotes to development and testing a training program "Customer-Oriented Service" on the example of the company SIBUR - Business Service Center LLC that aimed at developing the competence of the employees such as customer orientation and also on practical training of interaction and communication with internal and external clients. As a methodology the theory of training as a method of teaching of Forverg M., Rober A., Petrovskaya L.A., Makshanov S.I. was used and also the customer focus theory of Narver J.K, Sleyter S.F. The initial assessment of the effectiveness of the training demonstrated high level of digestibility of the material and positive feedback from participants that was reached due to basing the program on the company's value system, general rules of customer orientation of SIBUR and real practical cases and also due to the balance of theory and practice and professionalism of trainers. This program is the qualitative «product» and the tool of developing culture of client-oriented interaction that requires only posttraining support and support of managers during implementing the rules and developing the employees.