Service Challenge - How to Handle Complaints (Basic)
Objective
• 以積極正面的心態去面對投訴
• 處理投訴及應對難纏的客戶
Content
• 投訴vs惡夢
• 在言語上表現出對客戶關注點的理解
• 如何與客戶說"不”而又不會因此失去一個客戶
• 處理投訴的技巧
• 技巧練習
Details
| Course Code | : | 19B-12 |
| Date(s) | : | 8/1/2020 |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | 香港灣仔軒尼詩道15號溫莎公爵社會服務大廈 |
| Target Participants | : | 社福機構前線服務同工 |
| Class Size | : | 30 |
| Language | : | 粵語 (輔以英文詞彙) |
| Fee | : | HKD 1,140.00 |
| HKD 1,060.00 (For HKCSS Agency Member Staff Only) | ||
| HKD 184.00 ("Small NGO Talent Development Subsidy Programme"- the highest subsidy amount is 80% of the course fee. Please refer to “Financial Assistance”.) | ||
| Early Bird Fee | : | HKD 920.00 (Payment on or before 18/12/2019 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 or [email protected] |
| Speaker(s) | : |
Ms. YU Cindy 余蕙芳女士
Learning Development Director and Principle Facilitator
Legend Strategic Consultancy (HK) Ltd.
Ms. Yu possesses more than 25 years work experience in tourism, financial & training fields. She was responsible for training and coaching all frontline sales and oversee the entire operation and front lines servicing, set direction and strategies for market segment. She has been accredited as Certified International Services Quality Management Practitioner (ISQMP), Internal Quality Auditor of Qualicert® by SGS. Besides, she also certified as Professional Corporate Trainer (Level 1) by Ministry of Human Resources and Social Security of the People's Republic of China. She has a highly successful track record in working with groups and facilitating learning, activities and interpersonal communication for all levels of participants.
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Remarks
Quota is set for each course in "Small NGO Talent Development Subsidy Programme". All applications are subject to approval. For details, please click HERE .
Related Course:Service Challenge - How to Handle Complaints (Advanced)
