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短期課程

內部機構培訓課程:如何處理服務使用者投訴(基礎篇)

目標

• 以積極正面的心態去面對投訴
• 學習接受投訴而避免投訴惡化
• 處理投訴及應對難纏的客戶

內容

• 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-面對面、電話
• 案例練習

詳細資料

課程編號 : 18B-IH15
日期 : 25/1/2019
時間 : 1430 - 1730 (3 小時)
地點 : Cheung Sha Wan, Kowloon
對象 : Frontline staff
名額 : 30
語言 : 粵語 (輔以英文詞彙)
費用 : 港幣 0.00
    港幣 0.00 (社聯會員機構職員)
早鳥費用 : 港幣 0.00 (在 04/01/2019 或之前繳款, 只限社聯會員機構職員)
查詢 : 2876 2470 or institute@hkcss.org.hk
主講嘉賓 :
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.

備註

「小型機構能力發展津貼計劃」不適用於此課程。其他資助計劃,請參閱按此

只提供英文版本

NGO in-house course is not open for public enrollment.

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