This was a topic of the meeting of top managers of different Alfa-Bank divisions with Nadezhda Bogdanova, Founder and Managing Partner of TMI. The event took place on May 23 in the framework of the project “Leader’s Fridays”.

Traditionally Professional Conferences participated in organizing the event and selecting speakers. It was a matter of the customer-oriented approach in the broad sense, of who are customers for us, who we are customers for. How we want to be treated, and whether we always treat our customers in the same way. The speaker’s focus was that the customer-oriented approach, as a soul principle, provides for appropriate relationships inside staff with subordinates and colleagues, what in every-day life is called love to people or humanity. And how the top manager or middle-level manager (the leader that everyone is guided by) can influence customer service offered by front office employees, staying away from the front. The talk turned out to be long and went far beyond the time-limit. Nadezhda, with a keen sense of humor, illustrated different situations, gave many examples from her own practice and became, according to Alfa-Bank representative, a real role model of customer-oriented approach!