Workshop Introduction

Professional and high-quality customer service is a crucial element in today's competitive service industry. When frontline staff understand their roles and fully demonstrate the professionalism of customer service representatives, both internally and externally, it becomes a key factor for success. This workshop will guide participants to establish correct and positive work attitudes, enhance interpersonal communication skills, and improve customer service standards.

Workshop Outline

1. Introduction to the Mindset for Quality Customer Service

   • Benefits of providing quality customer service
   • Deepening and strengthening the work attitudes of existing staff

2. Customer Service Skills: Effective Management of Customer Interaction and Communication

   • Definition of customers and what constitutes quality customer service
   • Customer demands and expectations, and how to connect to satisfy customers
   • Efficiently handling face-to-face communication and interaction with customers

3. Communication and Interaction Skills

   • Tips for effective communication
   • Active listening and enthusiastic responses
   • Positive, affirmative, and uncertain communication styles

4. Service Response Skills: Handling Complaints and 'Difficult Customers'

   • Overview of different types of 'customers'
   • Mindset for dealing with 'different types of customers'

Instructor

• Mr. Jimmy Lai (黎彥邦先生)

Target Audience

• Frontline staff or interested individuals

Course Information

• Date: Saturday, April 14, 2018
• Schedule: 10:00–13:00; 14:30–17:30
• Language of Instruction: Cantonese, supplemented with Chinese handouts
• Registration Venue: Reception, 9th Floor, The Macao Chamber of Commerce Building, No. 175 Shanghai Street, ZAPE (The following documents are required):
  1. Application form (no ID copy required)
  2. Tuition fee: MOP 200
• Inquiry Phone: 8296 0707 / 2832 3233