Development of recommendations for improving the culture of service to VIP clients of Asklepiy LLC, Vladivostok
Year: 2025
Type: article
Abstract: The article examines the current practices of interaction with VIP clients, identifies their needs and expectations. Based on the analysis of the collected data, including real customer experience, recommendations are offered to improve the “VIP” service. The results of the study are aimed, among other things, at improving the quality of work of managers and employees whose activities affect the service culture in the organization. The purpose of the article is to develop recommendations for improving the culture of servicing VIP clients of the Asclepius Medical Center. The object of the study is the interaction of staff with clients. The subject of the study is activities to improve the interaction of staff with VIP clients. The work used a structural and functional approach and the following methods: analysis of literary sources; document analysis; interviewing method; method of included observation according to the following criteria: meeting and informing the patient (understandability and correctness of information presentation, politeness and goodwill in communication), patient registration (speed of work, reliability and completeness of the patient consultation), work of the information center (response time, correctness of telephone consultations and correspondence in messengers), feedback from the client; method of non-involved observation; syntactic data analysis.The relevance of this topic is due to several factors. Firstly, successful servicing of VIP clients contributes to the formation of a positive image of the company. Secondly, satisfying the needs of VIP clients allows you to create long-term relationships, which leads to an increase in repeat requests and recommendations. Thirdly, in the context of rapidly changing consumer habits, it is important to take into account the new developing areas of service culture and quickly adapt to them.The problem that served as the reason for conducting this study is that existing methods of interaction with VIP clients may not take into account their individual needs and preferences, which reduces the quality of service. Considering the problems of the study using the example of Asklepiy LLC, it is worth noting the low efficiency of the system of working with VIP clients, as a result of which a missed opportunity to increase profits.The scientific novelty of the study lies in the fact that it is an integrated approach that combines the theoretical aspects of servicing VIP clients with the practical results of the medical center. In addition, the study proposes new principles of service that can become the basis for creating competitive advantages in the medical services market.
Authors: Marchenko, O.К., Metlyaeva, T.V.
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6911954076
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