Short Courses
Service Challenge Workshop - Handling Complaint and Communication 360°
Introduction
In today’s rapidly evolving service landscape, rising expectations, diverse stakeholder backgrounds, and the constant pressure to uphold quality standards have made complaint handling and effective communication essential everyday skills. For frontline staff, these competencies directly shape the effectiveness of daily work. For supervisors and middle managers, these skills directly influence team performance and safeguard organisation’s reputation.
This workshop equips participants with practical frameworks and communication tools to master the complaint-handling mindset, engage in empathetic dialogue, resolve conflict, defuse crisis, and build lasting trust. Through real world case studies, interactive role plays, and group discussions, participants will build the skills and confidence needed to navigate real-life service challenges. Additionally, supervisors will learn how to apply these insights to team oversight, raising the overall standard of service quality across the organisation.
Objective
- Master 360° complaint handling: Adopt a constructive mindset and transition seamlessly from initial friction to effective resolution
- Communicate with Empathy: Enhance understanding and response ability to reduce conflict
- Defuse High-Stakes Crises: Adapt swiftly to unexpected crises and manage “hot‑button” issues
- Drive Service Breakthroughs: Transform complaints into opportunities for continuous service improvement
- Apply Practical Tools: Implement learned techniques into daily applications through hands-on case studies and simulations
Content
1. The Essence of Complaints
- Understand complaints as more than mere grievances
- Analyze both common and uncommon scenarios
2. Communication & Empathy
- Develop language comprehension and response skills
- Learn how to say “no” without triggering conflict
- Identify stakeholder needs and motivations
- Break down “hot‑button” issues with clear thinking
- Strengthen crisis awareness and adaptability
- Apply practical defusing methods to improve service processes
- Practise skills through real case studies scenarios at workplace, group discussions and coaching
Details
| Course Code | : | 26B-02 |
| Date(s) | : | 25 Nov 2026 (Wed) |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, HK |
| Target Participants | : | NGO supervisory and frontline staff (with experience in handling complaint) |
| Class Size | : | 30 |
| Language | : | Cantonese (supplemented with English) |
| Fee | : | HKD 1,580.00 |
| HKD 1,420.00 (For HKCSS Agency Member Staff Only) | ||
| HKD 504.00 ("Small NGO Talent Development Subsidy Programme"- the highest subsidy amount is 60% of the course fee. Please refer to “Financial Assistance”.) | ||
| Early Bird Fee | : | HKD 1,260.00 (Payment on or before 28/10/2026 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2486 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 30 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 .
MMDP alumni enjoy an additional 20% discount on top of the HKCSS Agency Member Staff rate, making the course fee $1,136.
- “MMDP Alumni” refers to individuals who have participated in our certificate programmes: “Certificate for Newly Promoted Supervisors and Managers in NGOs” and “NGO Middle Management Development Programme.”
- The 20% discount for MMDP Alumni is only applicable during the Early‑Bird application period.
- MMDP Alumni applying for this discount are required to provide verification details after registration. Please email [email protected] with the following information for verification purposes: intake year of MMDP (e.g. MMDP 202X), full name in both English and Chinese. Payment at the discounted rate will be available only after confirmation by our staff.
- Discounted places are limited and will be offered on a first‑come, first‑served basis.
