服務挑戰工作坊－如何處理投訴 (基礎篇)
(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
Content
● 投訴vs惡夢
● 在言語上表現出對客戶關注點的理解
● 如何與客戶說"不”而又不會因此失去一個客戶
● 處理投訴的技巧
● 技巧練習
Details
| Course Code | : | 13A-26 |
| Date(s) | : | 15/8/2013 |
| 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 (輔以英文詞彙) |
| Fee | : | HKD 980.00 |
| HKD 880.00 (For HKCSS Agency Member Staff Only) | ||
| Early Bird Fee | : | HKD 800.00 (Payment on or before 26/07/2013 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 或電郵 [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 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 .
