課程搜尋

訓練課程

短期課程

服務挑戰-如何處理投訴 (進階篇)

簡介

理解「麻辣顧客」們的要求並積極面對投訴

學習隨機應變地解決日常顧客服務「惹火」問題及拆彈方法

內容

認識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

技巧練習

詳細資料

課程編號 : 21B-07
日期 : 8 Mar 2022
時間 : 0930 - 1700 (6 小時)
地點 : 香港灣仔軒尼詩道15號溫莎公爵社會服務大廈
對象 : 社福機構前線服務同工
名額 : 30
語言 : 粵語 (輔以英文詞彙)
費用 : 港幣 1,140.00
    港幣 1,060.00 (社聯會員機構職員)
    港幣 184.00 (「小型機構能力發展津貼計劃」最高資助額為學費80%,詳請瀏覽-「資助計劃」內容)
早鳥費用 : 港幣 920.00 (在 15/02/2022 或之前繳款, 只限社聯會員機構職員)
查詢 : 2876 2434 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

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