Workshop How to Handle Complaints (Advance)
(Only Chinese version is available)Objective
以積極正面的心態去面對投訴
處理投訴及應對難纏的客戶
處理投訴及應對難纏的客戶
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
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
Details
| Course Code | : | 11B-14 |
| Date(s) | : | 13/2/2012 |
| 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 | : | 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 23/01/2012 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.
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Remarks
"Small NGO Talent Development Subsidy Programme" does not apply to this course. For other financial support, please click HERE .
