Preparation
Course Detail
| Key area of study | BUSINESS SERVICES |
| Course name (English) | CERTIFICATE COURSE ON PROFESSIONAL & QUALITY CUSTOMER SERVICE ATTITUDE AND SKILLS TRAINING |
| Course name (Chinese) | 專業及優質顧客服務態度及技巧訓練證書課程 |
| Course code | 21C036323 |
| Institution name (English) | THE HONG KONG MANAGEMENT ASSOCIATION (HKMA) |
| Institution name (Chinese) | 香港管理專業協會 |
| Institution code | 300 |
| Institution phone |
請點擊查詢院校電話 Please click here for Enquiry Hotline |
| Award | CERTIFICATE / EXECUTIVE CERTIFICATE / GRADUATE CERTIFICATE |
| Course fee (HK$) | $3600 |
| QR Number | N/A |
| QF Level | N/A |
| Remark |
Notes / 附註: *APPLICANT PURSUING THIS COURSE WITH COURSE COMMENCEMENT DATE FALLING AFTER 31 MARCH 2023 IS NOT ELIGIBLE TO CLAIM REIMBURSEMENT FROM CEF. / 申請人報讀於二零二三年三月三十一日後開課的課程並不能申領基金發還款項。 Entry Requirements / 入學要求: - F.5 and 1 HKCEE pass; or - those with ample working experience but do not have the above academic qualifications Course Outline / 課程大綱: 1. 優質顧客服務對出色企業的重要性 2. 優質及專業顧客服務技巧 3. 禮貌電話服務及態度 4. 專業服務態度 5. 處理不同顧客性格之態度及技巧 6. 處理刁難顧客︰堅定自信的服務態度及技巧 7. 處理「困難的顧客服務情境」 8. 處理顧客投訴 9. 前線服務員高壓力下的服務態度及情緒控制 10. 危機處理的服務態度及技巧 11. 處理「內部顧客的態度及技巧」 Instructors' Qualifications / 導師資歷: -Hold a Bachelor degree or above -Have 5 years or more working experience ini the course related fields -Have 1-year of part-time/full-time teaching experience Assessment / 課程評核要求: MID-TERM ASSIGNMENT(20%) & FINAL PROJECT(80%) PASS MARK: 50% ATTENDANCE: 70% Delivery Mode / 授課模式: 30(PT) Course Duration / 課時: N/A Effective Date / 課程生效日期: 16/11/2004 CEF Registration Invalid From / 基金課程登記失效日期: 01/04/2023 |
STEP 3 Reimbursable Courses
List of Reimbursable Courses