Complaints Handling - Turning Dissatisfaction to Satisfaction
Objective
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Understand the inverse impact of complaints handling towards agency image
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Understand the related applicable laws related to current social services
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Introduce proper attitudes and skills in complaints handling
Content
1. Relationship of Agency Image with Complaints Handling
2. Legal Aspects in Complaint Handling
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Understanding of Some Legal Issues
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Interpretation of the Applicable Laws? Related to NGO Services
3. Attitudes in Complaint Handling
4. Knowing of the "Self" in Complaint Handing
5. Skills Required for Complaint Handling
Details
| Course Code | : | 12B-25 |
| Date(s) | : | 27/2/2013 |
| Time | : | 0930 - 1730 (7 Hours) |
| Venue | : | Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, HK |
| Target Participants | : | NGO Managerial Staff |
| Class Size | : | 30 |
| Language | : | Cantonese (supplemented with English) |
| Fee | : | HKD 1,090.00 |
| HKD 990.00 (For HKCSS Agency Member Staff Only) | ||
| Early Bird Fee | : | HKD 900.00 (Payment on or before 06/02/2013 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 or institute@hkcss.org.hk |
| Speaker(s) | : |
Mr. Chan Wing Kai 陳永佳先生
社會服務總協調主任
中華基督教會香港區會
陳永佳先生曾任職公營機構多年，負責統籌、協調和處理企業及機構的投訴，並有多年督導及培訓高、中及基層工作人員處理各類企業及機構的投訴個案及事件的經驗。
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Remarks
"Small NGO Talent Development Subsidy Programme" does not apply to this course. For other financial support, please click HERE .
Games, role plays and discussions will be conducted during the workshop.
