Training Course List

Counter Service & Telephone Enquiry (Advance)

(Only Chinese version is available)

Objective

提升辨別不同的客戶特徵能力
具備與不同類型的客戶進行溝通的技巧學習到高效溝通的技能與方法懂得如何靈活應對不同客戶情況及互動的服務過程
提升專業面談及電話服務的技巧

Content

客戶讀心術
瞭解不同客戶溝通模式的喜惡及魔術語；針對不同的客戶情況採取相應的行動；探尋技巧的類型，使用不同的詢問技巧，發現客戶的需求；高效聆聽的藝術；服務技巧示範及角色扮演，包括角色演練、小組討論及案例學習等優秀客服人員的素質針對不同的客戶情況採取相應的行動致歉及拒絕的藝術專業的面談及電話處理技巧服務技巧示範及練習，包括角色演練、小組討論及案例學習等

Details

Course Code	:	11B-07
Date(s)	:	19/12/2011
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2樓202室
Target Participants	:	社福機構前線服務同工
Class Size	:	25
Language	:	粵語 (以英語輔助)
Fee	:	HKD 850.00
		HKD 770.00 (For HKCSS Agency Member Staff Only)
Early Bird Fee	:	HKD 700.00 (Payment on or before 28/11/2011 for HKCSS Agency Member Staff Only)
Enquiries	:	2876 2470 or email [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.