優質客戶服務工作坊－櫃台服務及電話應對 (基礎篇)
(Only Chinese version is available)Objective
提升優質客戶服務的重要性及作用
懂得如何靈活應對不同客戶情況及互動的服務過程
提升專業面談及電話服務的技巧
Content
優質客戶服務的重要性
優秀客服人員的素質
針對不同的客戶情況採取相應的行動
致歉及拒絕的藝術
專業的面談及電話處理技巧
服務技巧示範及練習，包括角色演練、小組討論及案例學習等
Details
| Course Code | : | 14B-02 |
| Date(s) | : | 23/10/2014 |
| 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 | : | 25 |
| Language | : | 粵語 (輔以英文詞彙) |
| Fee | : | HKD 1,000.00 |
| HKD 920.00 (For HKCSS Agency Member Staff Only) | ||
| Early Bird Fee | : | HKD 840.00 (Payment on or before 02/10/2014 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 or institute@hkcss.org.hk |
| 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
"Small NGO Talent Development Subsidy Programme" does not apply to this course. For other financial support, please click HERE .
