優質客戶服務工作坊－櫃台服務及電話應對(進階篇) - 第二班
Introduction
● 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
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
Details
| Course Code | : | 13A-21 |
| Date(s) | : | 2 & 9/9/2013 |
| Time | : | 1900 - 2200 (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 12/08/2013 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2470 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 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 .
