服務挑戰工作坊－如何處理投訴 (基礎篇) (名額已滿)
(Only Chinese version is available)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
• 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
• 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 | : | 15B-03 |
| Date(s) | : | 1/12/2015 |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, HK |
| Target Participants | : | 社福機構前線服務同工 |
| Class Size | : | 25 |
| Language | : | Cantonese (supplemented with English) |
| Fee | : | HKD 1,000.00 |
| HKD 920.00 (For HKCSS Agency Member Staff Only) | ||
| HKD 168.00 ("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 840.00 (Payment on or before 10/11/2015 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 .
