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【Zoom Online Class】Service Challenge - How to Handle Complaints (Basic)

Objective

以積極正面的心態去面對投訴

學會處理投訴及應對難纏的客戶

Content

投訴vs惡夢

如何在言語上表現出對客戶關注點的理解

如何與客戶說"而又不會因此失去一個客戶

學習處理投訴的技巧

技巧練習

Details

Course Code : 21B-06
Date(s) : 27 Apr 2022 (Wed)
Time : 0930 - 1700 (6 Hours)
Venue : Zoom Online Class
Target Participants : 社福機構前線服務同工
Class Size : 30
Language : Cantonese (supplemented with English)
Fee : HKD 1,140.00
    HKD 1,060.00 (For HKCSS Agency Member Staff Only)
    HKD 184.00 ("Small NGO Capacity 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 17/04/2022 for HKCSS Agency Member Staff Only)
Enquiries : 2876 2434 or [email protected]
Speaker(s) :
Ms. YU Cindy 余蕙芳女士
Senior Training Consultant and Facilitator
Legend Strategic Consultancy (HK) Ltd.
Ms. Yu possesses more than 25 years of work experience in tourism, financial and training fields. She was responsible for training and coaching all frontline sales, overseeing the entire operation and frontline servicing, and setting direction and strategies for market segment. She has been accredited as Certified International Services Quality Management Practitioner (ISQMP) and Internal Quality Auditor of Qualicert® by SGS. Besides, she is 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.

Remarks

Quota is set for each course in "Small NGO Capacity Development Subsidy Programme". All applications are subject to approval. For details, please click HERE .

The class might be rescheduled in response to the pandemic situation. HKCSS Institute will contact and inform the participants on the latest course arrangement if needed.

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