服務挑戰工作坊－如何處理投訴 (進階篇)
(Only Chinese version is available)Objective
• 理解「麻辣顧客」們的要求，積極面對投訴
• 學習隨機應變地解決日常顧客服務「惹火」問題及拆彈方法
• 學習隨機應變地解決日常顧客服務「惹火」問題及拆彈方法
Content
• 常見或非常見的投訴情況及種類分析
• 透過互動溝通理解「麻辣顧客」們的要求
• 加強顧客服務投訴發難及「執生」意識
• 如何隨機應變，有危機感地解決日常顧客服務「惹火」問題
• 學會實用、實戰的服務問題拆彈方法
• 技巧練習
• 透過互動溝通理解「麻辣顧客」們的要求
• 加強顧客服務投訴發難及「執生」意識
• 如何隨機應變，有危機感地解決日常顧客服務「惹火」問題
• 學會實用、實戰的服務問題拆彈方法
• 技巧練習
Details
| Course Code | : | 15B-04 |
| Date(s) | : | 16/3/2016 |
| 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 24/02/2016 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 or [email protected] |
| Speaker(s) | : |
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 .
