Efficient Complaint Handling (17&24 Sep 2019)

Efficient Complaint Handling

Introduction

This workshop is designed for you who work in the customer services field or need to handle complaints in the workplace. Handling complaints efficiently helps build your company’s image; however, workers may panic when they receive a complaint. In this workshop, you are going to learn to respond to complaints in English tactfully and skillfully with some strategies.

Who should attend?
Fresh graduates, front line staff and management and supervisory staff

Teaching Methodology

  1. Lectures
  2. Case studies
  3. Practical writing

Certification

  • Certificate of Successful Completion will be awarded to students who
    have achieved the attendance criteria.
  • Submission of a reply to a complaint which meets the required standard

Course Target

  1. To respond to complaints tactfully and skillfully
  2. To be able to write a reply to a complaint in English appropriately
  3. To understand the importance of handling complaints efficiently

Course Outline

  • Basic principles of complaint handling
  • Appropriate tone and register
  • Essential language item
  • 3-K technique
  • Case studies

Fee
HK$1000

Language:

English

Venue: Unit 1627, 16/F, Star House, No. 3 Salisbury Road, Tsim Sha Tsui, Kowloon

Date:
Time Slot 1: 17 & 24 Sep 2019 (Fri) Course Code: ECH-19SEP17E

CPD Credit: 6 credits

Time: 2:30 PM-5:30 PM

About the Facilitator

Mr Jayson Lo

Jayson LO has over 15 years of work experience in various fields, including human resources and
administration, sales and marketing, finance and accounting, public relations and corporate communication,
to name a few. After he finished his postgraduate studies and obtained an MSc degree in Business and
Community in the UK, he returned to Hong Kong and worked for private and public sectors at the
management and supervisory level. Meanwhile, he started his training and teaching career. He has been
working as Visiting Lecturer and Language Instructor for local universities and NGOs, and teaching
communication and soft skills in English for a substantial number of years. He has also conducted
corporate training such as Effective Business Writing course, Effective Communication workshop,
Successful Oral Presentation workshop, Efficient Complaint Handling seminar, and so forth, for local and
multinational corporations. Apart from a master’s degree, he was also awarded the International Teaching
and Training Diploma from the UK, and the National Corporate Trainer qualification from the PRC. He is
going to acquire another MA degree from the University of Hong Kong this year. Since he believes
communication is vital for establishing harmonised relationship among people, and language is a tool for
communication, particularly English language which is the common language spoken in almost every part of
the world, he always devotes himself to teaching English and cultivating his students through sharing his
experiences with them.

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