Service Challenge - How to Handle Complaints (Advanced)
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
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
Details
| Course Code | : | 19B-13 |
| Date(s) | : | 15/1/2020 |
| 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 | : | 30 |
| Language | : | 粵語 (輔以英文詞彙) |
| Fee | : | HKD 1,140.00 |
| HKD 1,060.00 (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 24/12/2019 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 .
Related Course:Service Challenge - How to Handle Complaints (Basic)
