On October 24, 2019, the representatives of the 24 members of the Styrian Service Cluster got together for the organization’s 6th annual event in the Erzherzog Johann hall at the WKO Styria. Together with cooperation partner ICS Internationalisierungscenter Steiermark, around 50 participants heard more about the diverse influences on global service under the motto “Do you speak service?”. Some of the main focuses were cultural differences and variety of points of view, as well as the particular requirements of individual markets and customers in global customer service.
Top keynote speaker
Prof. Harald Friedl, FH JOANNEUM Health and Tourism Management, who has been working as an international travel agent and journalist in tourism and development cooperation since the early 90s, gave a thrilling keynote speech entitled “Service challenges in times of digital globalisation” on the wider context and also contradictions between digitalization, communication and happy customers within service.
Interactive workshops and sharing best practices
Using the World Café method, the first workshop was dedicated to the topic “Which service business models and processes can be implemented in my country?”, led by Berndt Jesenko from FH CAMPUS 02. The next working group was entitled “What are the challenges that arise from linguistic and cultural differences?” and was chaired by Andreas Tauschmann from Binder + Co. The third task, led by Klaus Prem von Rosendahl Nextrom was to define “What does ‘service’ mean in different countries?”.
Service experts from Brazil, South Korea and Greece gave further fascinating insights. Service managers from Andritz, AVL List and KNAPP spoke in person and via video link about the challenges they face on a daily basis within international customer service.
Image video and #serviceonair première
In addition to the presentation of the results from the videos on the cluster’s own YouTube channel dedicated to different job profiles that showcased the diverse service careers represented within the cluster organisation, the Styrian Service Cluster’s new image film also premièred as well as the #serviceonair radio commercials that were produced as part of joint team-building exercises with the radio station Soundportal.