Efficient Complaint Handling
簡介
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.
誰適合參加?
Fresh graduates, front line staff and management and supervisory staff
Teaching Methodology
- Lectures
- Case studies
- Practical writing
證書
- 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
- To respond to complaints tactfully and skillfully
- To be able to write a reply to a complaint in English appropriately
- To understand the importance of handling complaints efficiently
課程大綱
- Basic principles of complaint handling
- Appropriate tone and register
- Essential language item
- 3-K technique
- Case studies
Fee
- 專業資格註冊名單: HK$ 1,000;
- Six Sigma Community Buddies/Member of SSI Partners: HK$1,100;
- 其他: HK$1,250
授課語言:
English
地點: 單位 1627, 16/知名, 星光行, 沒有. 3 梳士巴利道, 尖沙咀, 九龍
日期:
CPD信用: 7 credits
時間: 2:30 PM-5:30 PM
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.
