六星級客戶服務與客戶溝通(啟航班)

六星級客戶服務與客戶溝通(啟航班)

工作坊簡介

劉德華對現今客戶服務的忠告, 大家都耳熟能詳! 那麼你對優質服務又有多少認識?當真正面對客戶又能否將客戶服務,做得令客戶滿意的同時又令自己開心歡喜?本課程以工作坊形式教你實踐六星級客戶服務的水準及如何調節服務心態,令你的服務質素有效提升。

工作坊目標

改善機構服務質素,從而加強品牌形象,令前線客戶服務員工,心悅和顏服務客人,建構出﹕ 機構、員工及客戶都愉悅的三贏局面。

誰適合參加?

適合機構品牌所有前線員工及中層管理人員

教學模式

  1. 講課
  2. 互動活動
  3. 實習遊戲
  4. 小組討論

課程內容

  1. 星級客戶服務常識
  2. 客戶服務守則與態度
  3. 服務與品牌的互為關係
  4. 三大客戶服務的認識:產品、服務與技術
  5. 服務心態的調節與開關(一)
  6. 『十碗理論』(一)服務質素與能力
  7. 服務質素與品牌的掛鉤
  8. 客戶類型閱讀(一)
  9. 聆聽描繪鍛鍊法(一)

費用

  • 註冊專業人員: HK$2,400
  • 六式碼社區之友 /六式碼學會合作伙伴的會員: HK$2,600
  • 其他: HK$2,800

語言: 粵語

地點: 香港九龍尖沙咀梳士巴利道3號星光行16樓1627室

日期:*可按照客戶要求定制,歡迎聯絡我們查詢

CPD 學分: 14 分

時間: 09:30am-17:30pm(共14小時2日)
*可按照客戶要求定制,歡迎聯絡我們查詢

講師簡介

Jonathan Ho

資深成人教學導師Mr. Jonathan Ho, 素有『教室導演』之美譽,其『劇場訓練,職場體現』的教學特色,更為現代成人教育的嶄新教學模式,能有效地令學員,在輕鬆互動的學習氛圍下,活潑有趣地學習,並能在課堂中體現所授課題之實況情景。

Mr. Jonathan Ho 早年畢業於香港演藝學院舞台管理學系,畢業後隨即遠赴英國倫敦,入讀戲劇學校Ecolé Philippe Gaulier, 隨法國戲劇大師 Philippe Gaulier, Peta Lilly 並David Glass等著名歐洲戲劇大師,研習西方劇場與藝術研究;Mr. Ho 留學英國期間,曾為“英國倫敦華裔之星管弦樂團” London Chinese Star Orchestra駐團舞台經理、“牛津嘉盛頓歌劇院”Oxford Garsington Opera House後台管理成員,並獲聘於英國杜杜劇團The ToTo Theatre of England任節目製作經理及駐團藝術家,巡迴法國亞維儂藝術節Festival d’Avignon及英國南部藝術節。回港後曾受聘於君悅國際酒店Grand Hyatt International “尊尚會”及鷹君酒店“君臨會”任會籍大使。

Mr. Ho對大型團隊管理、高級客戶服務、節目統籌並舞台製作擁有豐富經驗,對西方古典音樂及西洋藝術更別具鑑賞心得。 Mr. Ho 回港後致力本地成人教育工作, 對人材培訓早有豐富經驗,2000年成功將原為訓練劇場、舞台演員及音樂家的特有訓練模式引進本地職場,作為各行各業訓練員工的嶄新教學模式。 誠然,在Mr. Ho『劇場訓練,職場體現』的教學模式下的學員,皆能夠在輕鬆互動的學習氛圍中學習;課堂上的『劇場形式實況模擬』能有效地讓學員親身體現課堂所授之理論,而課堂內Mr. Ho 引導全體學生們的朋輩激勵,更能令學員在互動互勵的動力下,增進學習進度及增強個性魅力Charisma, 從而鞏固團隊精神。

Mr. Jonathan Ho, 現為香港大學SPACE學院及中文大學SCS學院兼任講師、政府持續進修基金認可講師、毅進課程導師,經驗D.S.A教練,並曾受聘於;加拿大永明保險、英國保誠保險、紐約人壽、美聯物業、香港置業、朗文出版社、香港電訊、南澳洲Ronny & Felix Café、曼谷Poon’s Coffee Shop、台北小熊咖啡館等機構,任機構員工培訓導師。

How to Successfully Recruit Better Clients

How to Successfully Recruit Better Clients

Introduction

This course will provide business owner, employers, HR practitioners and line managers the tools to optimize recruitment process, avoiding the hidden pitfalls.

What is the target?

People in charge of recruitment processes, looking for a differentiated approach to attract talents.

Who should attend?

  • Business owners, Employers
  • HR practitioners
  • Line managers

Teaching Methodology

  • Methodology
  • Exercises
  • Sharing and feed back

Certification

Certificate of Successful Completion will be awarded to students who have achieved the attendance criteria.

Course Outline

  1. Defining Recruitment objective
  2. Defining Recruitment strategy
  3. How to interview talents
  4. Negotiating package
  5. Candidates follow up, keeping the best candidates in the loop
  6. Ensuring a successful talent integration
About the Facilitator

Fee

Registered Professionals: HK$750
Six Sigma Community Buddies /Members of SSI Partners: HK$800
Others: HK$850

Language

English and Cantonese with English Material

Venue

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

CPD Credit

3.5 credits

Lily Ting

Lily Ting is Trainer and Human Resources Facilitator. She speaks English, Cantonese, Mandarin and French. Born and educated in France, Lily settled in Hong Kong in 1991. She started her human resources career in recruitment. She then worked for several consulting practices before setting up her own company. She works with international and local organisations in Greater China, in various projects such as cultural training, leadership, team audit, talent assessment and coaching. She is regularly invited as a speaker, trainer at various business organisations.

Employer Branding: Attract Better Talents

Employer Branding: Attract Better Talents

Employer Branding-Attract Better Talents

Introduction

This course will provide business owner, employers, HR practitioners and line managers a roadmap to attract better talents through an effective Employer branding.

What is the target?

People in charge of recruitment processes, looking for a differentiated approach to attract talents.

Who should attend?

  • Business owners, Employers
  • HR practionners
  • Line managers

Teaching Methodology

  1. Methodology
  2. Exercises
  3. Sharing and feed back

Certification

Certificate of Successful Completion will be awarded to students who have achieved the attendance criteria.

Course Outline

  1. Definition of Employer branding
  2. Find internal resources
  3. Define your Employer Value Proposition – EVP
  4. Define your communication strategy
  5. Monitor Employer Branding Effectiveness

Fee

Registered Professionals: HK$750
Six Sigma Community Buddies /Members of SSI Partners: HK$800
Others: HK$850

Language

English/Cantonese with English Material

Venue

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

CPD Credit

3.5  credits

About the Facilitator

Lily Ting

Lily Ting is Trainer and Human Resources Facilitator. She speaks English, Cantonese, Mandarin and French. Born and educated in France, Lily settled in Hong Kong in 1991. She started her human resources career in recruitment. She then worked for several consulting practices before setting up her own company. She works with international and local organisations in Greater China, in various projects such as cultural training, leadership, team audit, talent assessment and coaching. She is regularly invited as a speaker, trainer at various business organisations.

Application of 7 Wastes

Application of 7 Wastes

Introduction

Waste elimination is one of the most effective ways to increase the profitability in Lean application. The 7 wastes originated in Japan, where waste is known as ‘Muda’. ‘The 7 Wastes’ is a tool to further categorize “Muda” and was originally developed as the core of the Toyota Production System.

To eliminate waste, it is important to understand exactly what waste is and where it exists. While products significantly differ between factories, the typical wastes found in manufacturing environments are quite similar. For each waste, there is a strategy to reduce or eliminate its effect on a company, thereby improving overall performance and quality.

What is the target?

  • To identify the 7 types of wastes in Lean
  • To understand how to eliminate different types of wastes

Who should attend?

  • First and second level team leaders and managers
  • Quality and process improvement professionals
  • Those who are interested to become Lean Six Sigma professionals

Teaching Methodology

Interactive workshop and lecture

Certification

Certificate of Successful Completion will be awarded to students who have achieved attendance criteria.

Fee

Registered Professionals: HK$750
Six Sigma Community Buddies /Members of SSI Partners: HK$800
Others: HK$850

Language

Cantonese (supplemented with English)

Venue

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

CPD Credit

3.5 credits

Efficient Performance Appraisal Writing

Efficient Performance Appraisal Writing

Introduction

This workshop is designed for you who need to appraise your subordinates’ work performance. As a supervisor, do you find it difficult managing your subordinates’ performance? Have you any experience that you are not sure how to organise information when you write an appraisal report? Some supervisors may not know what information they should write in appraisal reports so they find it difficult getting a start. In this workshop, you are going to equip yourself with some performance management concepts before starting writing quality appraisal reports.

What is the target?

  1. To write quality appraisal reports
  2. To acquire knowledge of performance management
  3. To write your appraisal reports with accurate language

Who should attend?

  • Management and supervisory staff
  • Office workers who need to write or want to know more about appraisal
    reports

Teaching Methodology

Interactive lectures, case studies, sample writing analysis

Certification & Examination

Certificate of Successful Completion will be awarded to students who
have achieved the attendance criteria.

Submission of a performance appraisal report which meets the required standards

Course Outline

Day 1:
1. Essential knowledge of performance management
2. Common problems of performance appraisal writing
3. Structure of appraisal reports
4. The 6P approach

Day 2
5. Revision
6. Essential Language items (e.g. verb tenses, modal verbs, descriptive
language, linking words, special sentence structures)
7. The 5C writing principles

Fee

  • Registered Professionals: HK$ 3,960;
  • Six Sigma Community Buddies/Member of SSI Partners: HK$4,160;
  • Others: HK$4,360

Language: English

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

CPD Credit: 14 credits

Time: 2 Days (9:30 pm to 1 pm & 2 pm to 5:30 pm)

About the Facilitator

Mr Jayson LO

BA (Hons) (HKPU), PGDE (CUHK), MSc (Bath), MA (HKU)
Jayson LO has nearly 20 years of work experience at the supervisory grade 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 had 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 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 more than 15 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. In addition to teaching duties, he also helps various organisations and institutes to design and develop different English programmes for particular groups so as to enhance their English communication competency. Apart from the MSc degree (UK), he has recently obtained a MA degree in Applied Linguistics (HKU). Jayson was also awarded the International Teaching and Training Diploma (UK), and the National Corporate Trainer qualification (PRC). 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.