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Complaints Handling – Turning Dissatisfaction to Satisfaction
處理投訴－如何令你的服務對象心滿意足 (只提供英文版)
Objective | Course Details| Content | Trainer
Objective
- Understand the inverse impact of complaints handling towards agency image
- Understand the related applicable laws related to current social services
- Introduce proper attitudes and skills in complaints handling
Content
- Relationship of Agency Image with Complaints Handling
- Legal Aspects in Complaint Handling
- Understanding of Some Legal Issues
- Interpretation of the Applicable Laws Related to NGO Services
- Attitudes in Complaint Handling
- Knowing of the “Self” in Complaint Handling
- Skills Required for Complaint Handling
Remarks: Games, role plays and discussions will be conducted during the workshop.
Course Details
Course Code: |
12B-25 |
Date： |
27 February 2013 (Wednesday) |
Time： |
0930 – 1730 (7 hours) |
Venue: |
Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, Hong Kong |
Language: |
Cantonese (supplemented with English) |
Target Participants: |
NGO Managerial Staff |
Class size: |
30 |
Fees: |
$1,090
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Fees for HKCSS Agency Member Staff: |
$990 (Enrollment received on/before 6 February 2013: $900) |
Enquiry: |
2876 2470 |
Email： |
[email protected] |
Application form： |
Download |
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Trainer
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Mr Chan Wing Kai 陳永佳先生
Director of Social Services
Hong Kong Council of the Church of Christ in China (HKCCCC)
Mr Chan is currently the Director of Social Services of the Hong Kong Council of the Church of Christ in China. Prior joining the HKCCCC, Mr Chan spent over 20 years working for the Consumer Council and left in 2008, being the head of the Complaints & Advice Division. |
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| 下載報名須知及表格 |
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查詢：HKCSS Institute
 2876 2470 /  2876 2485
電郵: [email protected]
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