HOW TO MAKE FRIENDS WITH A CONSUMER?

The events of the World Consumer Rights Day-2021 continued at USUE with a public lecture "Service of the future: how to make friends with a consumer" delivered by the President of the Federation of Russian Auditors Galina Dragni. 
 
Vera Solovieva, director of the USUE Institute of Trade, Food Technologies, and Service, introduced the lecturer to the students present. 
 
Galina Dragni, President of the Federation of Russian Auditors, spoke in an interactive format with the audience about the main functions, goals, and objectives of the Federation.  
 
The lecturer presented the Federation as an ecosystem that develops hospitality and quality of services in Russia. The Federation of Russian Auditors employs 1000 people, who aim at service improvement, enhancement of the culture of consumption, and education of the residents of Ural Federal District and Russia as a whole. The Federation is represented in Moscow, St. Petersburg, Krasnodar, Rostov, and Tyumen.

The expert repeatedly emphasized that the sector of hospitality in Russia was still at the stage of its infancy and formation.

The target audience of the Federation is students, young professionals in the hospitality sector, top managers, enterprises, associations, and communities, which will have to develop the market of hospitality and services industry.

Vera Solovieva, director of the USUE Institute of Trade, Food Technologies, and Services, Olga Chugunova,  head of the USUE Department of Food Technology, and Olga Ergunova, head of the USUE Department of Tourism Business and Hospitality, took part in the discussion together with the lecturer and students.   
 
Besides, those present identified together the problems existing in the hospitality industry. This is the ratio of the price and quality of services, the lack of a general system for checking hospitality and customer-centricity, and the lack of qualified personnel and inspectors, whose functions are today vested only with municipal authorities.

It is these issues and the development of a system of objective assessments of the hospitality sector that is the responsibility of the Federation of Russian Auditors. As feedback shows, 70% of enterprises in Yekaterinburg have a positive attitude to the assistance of the Federation of Auditors, and, accordingly, are able to admit their mistakes.

The events of the World Consumer Rights Day-2021 continued at USUE with a public lecture "Service of the future: how to make friends with a consumer" delivered by the President of the Federation of Russian Auditors Galina Dragni.

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