Handling Service-User Complaints by Managers in NGOs
Objective
• 認識各類服務使用者投訴的應對方法
• 學習如何有效地處理投訴所牽涉的困難處境
Content
• 了解投訴的現象及投訴者
• 處理投訴的態度
• 透過投訴個案的討論，學習處理及預防投訴
• 處理特別的投訴者
• 應對投訴的說話技巧
• 回覆投訴信技巧
Details
| Course Code | : | 18A-01 |
| Date(s) | : | 19/09/2018 |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, HK |
| Target Participants | : | 社福機構負責處理投訴的主管 |
| Class Size | : | 30 |
| Language | : | Cantonese (supplemented with English) |
| Fee | : | HKD 1,090.00 |
| HKD 1,010.00 (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 29/08/2018 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 or institute@hkcss.org.hk |
| Speaker(s) | : |
Mr. CHAN Benny 陳本禮先生
企業事務總監
基督教家庭服務中心
陳本禮先生現職基督教家庭服務中心；擁有超過21年社會福利經驗，當中曾有超過10年負責統籌機構的投訴處理工作及擔任機構個人資料主任；自2011年起至今，擔任社會工作者註冊局紀律委員會備選委員小組委員。
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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 .
