Quality Customer Service – Handle Counter Service & Telephone Enquiries
(Only Chinese version is available)Objective
1. 提升前線員工對顧客服務的意識
2. 改善員工與顧客應對的技巧
2. 改善員工與顧客應對的技巧
Content
‧ 顧客服務的定義
‧ 櫃台服務及電話應對錦囊
‧ 聆聽技巧
‧ 致歉及拒絕的藝術
‧ 難纏顧客個案研究
‧ 服務技巧示範及角色扮演
‧ 櫃台服務及電話應對錦囊
‧ 聆聽技巧
‧ 致歉及拒絕的藝術
‧ 難纏顧客個案研究
‧ 服務技巧示範及角色扮演
Details
| Course Code | : | 10B-07 |
| Date(s) | : | 18/1/2011 |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | Room 202, 2/F Duke of Windsor Social Service Building, 15 Hennessy Road, Wan Chai, Hong Kong |
| Target Participants | : | 社會服務機構前線同工 |
| Class Size | : | 30 |
| Language | : | 粵語(以英語輔助) |
| Fee | : | HKD 850.00 |
| HKD 770.00 (For HKCSS Agency Member Staff Only) | ||
| Early Bird Fee | : | HKD 700.00 (Payment on or before 04/01/2011 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470或電郵institute@hkcss.org.hk |
| Speaker(s) | : |
Remarks
"Small NGO Talent Development Subsidy Programme" does not apply to this course. For other financial support, please click HERE .
