4 JAN
1 MAR
29 MAY
3 JUL
12 SEP
14 NOV

Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用粵語或普通話授課
Introduction

This workshop is designed to show supervisors and managers how to create customer loyalty by providing a remarkable and outstanding service. Through knowing the ten rules and the eight performance standards you need to meet, you will learn to make it delightful for customers to do business with your organisation. You will understand the psychology of consumer behaviour; what they expect when they complain and how to turn a negative situation around. You will learn how to support your staff during customer disputes so that they will still be motivated to keep your other customers happy. Through role plays, you will learn how to help your team to talk, 'negotiate' and convince your customers.



What our Participants say:

"Audrey is an energetic facilitator with a lot of experience dealing with customers. I hope that she can use her language expertise to develop some interesting courses to help my frontline staff members"

... Ruth Wong, University of Hong Kong Libraries
Achieving Total Customer Satisfaction

"The skill learnt can be easily and effectively applied in the real business world"

... Kenny Yeung, Allianz Insurance (Hong Kong) Ltd
Achieveing Total Customer Satisfaction
Target

All supervisors and managers who wish to motivate their team members to provide service excellence will benefit from this workshop


What You Will Cover
  1. Customer service trend and standards
  2. The ten rules to service excellence in Hong Kong
  3. Eight performance standards to meet customer expectations
  4. Role-plays on handling customer complaints
  5. Typical answers and complaint handling style that might worsen the case
  6. What's behind customers' complaints
  7. Preparing yourself, your team and your customers to handle difficult situations
  8. Quick tips on staff motivation and feedback techniques
  9. How to make offers, make 'NO' offers and how to avoid over-offers
  10. The customer education process and its benefits
  11. Getting the whole organisation involved in customer service
  12. Helping your subordinates to help you
About the facilitator

Audrey Loh is a professional facilitator with over 10–year experience in marketing, sales and customer service with multi–national companies in China, Hong Kong, Japan and Singapore. Prior to her present role, she was a marketing director in Motorola. She has facilitated over 100 in–house customer service workshops for a Hong Kong listed financial institution, Hong Kong Trade Development Council, Hongkong Post, Maersk and Schlumberger. She has also trained many participants from adidas, Havi Food Services, Hitachi Elevator, Hong Kong Airport Services, Hong Kong Government EMSD, Office of the Telecommunications Authority, Land Registry, Maersk Shipping, Nike, Police Officers' Club, Police Sports and Recreation Club, Sea–Land Orient Terminals, Swire Coca–Cola, Thomas Miller, Thomson Reuters and many others. She is also a certified instructor for American Management Association, Dun & Bradstreet, Motorola University, PA Consulting and Wilson Learning. Audrey is fluent in English, Putonghua, Japanese, Cantonese and many other Chinese dialects.



WorldBridge Training Centre, 200 Lockhart Road, 13/F Tung Sun Commercial Centre (3 mins walk from Wanchai MTR)
9:00am to 5:00pm Lunch and
two teas included 		HK$2,199
per participant		 Discounted price of HK$1,999 per participant for enrolment one month before date of workshop or for groups of two or more