Target Participants: School administrative and front-line staff

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Suggested Class Size: 15-20

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Duration: 3 Hrs, 09:00 – 12:00 or 14:00 – 17:00

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Objective: To instill customer and service-oriented mindset, and to enhance the communication skills for handling school complaints.

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Highlights of the Program

1. Role of the front-line staff in complaint handling

2. Importance of effective communication for early resolution of problems, and prevention of deterioration of problems

3. Skills and attitude in communication

4. Dealing with difficult complainants 

5. “Five Senses Customer Service”

6. Cases sharing

7. Role play exercises
    

對象：學校行政及前線員工

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建議每班人數：15-20人
 
時間：三小時，09:00 – 12:00 或 14:00 – 17:00

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培訓目的：掌握顧客及服務為本的思維，以及學習提升處理學校投訴的溝通技巧。

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課程內容簡介

1. 前線員工在處理投訴流程上的角色

2. 如何透過及早介入以防止出現投訴

3. 溝通的技巧及態度

4. 如何處理挑剔無理的投訴

5. 「五感顧客服務模式」

6. 個案分享

7. 角色扮演練習