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Training Courses
Complaint Management Workshop 
Contents | Details | Trainer
Contents
- Common Attitudes, Barriers and Difficulties in Handling Complaints and Difficult Situations
- Consequences of Mishandling Handling Complaints and Difficult Situations
- Benefits of Handling Complaints and Difficult Situations Effectively
- Effective Ways to Handle Complaints – 4H Approach
- Knowledge about Complaint Handling (Head)
- EQ and Attitude in Handling (Heart)
- Skills in Preventing and Handling(Hands)
- Holistics in Preventing the Recurrence
- Skills Drill
Course Details
Course Code: |
09A-03 |
Date: |
15 April 2009 (Wednesday) |
Time: |
09:30 - 17:00 (6 hours) |
Venue: |
Room 201, Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, Hong Kong |
Targets: |
Centre Supervisors, Service Managers, Management staff |
Class Size: |
30 |
Medium: |
Cantonese (course materials in English) |
Fees: |
Staff of HKCSS Agency Member: HK$700
(early bird HK$630)
Staff of Non-HKCSS Agency Member: HK$770 |
Early Bird Date: |
1 April 2009 (Postponed to 7 April 09) |
| Enquiries: |
Please contact HKCSS Institute at 2876-2470 |
Enrollment |
Download Enrollment Form here |
Trainers
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Mr. William CHAU
Managing Director of B2A Consulting Ltd
With more than 15 years’ experience in training and consultancy, William specializes in motivational, experiential and leadership training. He has been an expert in customer service management. He is very experienced in analyzing the service touch-points with the customers and integrating the art of drama with the service behaviours. His clientele covers the Government Departments, commercial enterprises and NGOs. |
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