Special Notice

 

In response to the surge of COVID-19 cases, the School of Continuing and Professional Studies of The Chinese University of Hong Kong (CUSCS) follows the University's enhanced control measures and announces that special class arrangements will apply. Classes for both Full-time Programmes and Part-time Programmes in Professional and Continuing Education will be delivered online (except otherwise notified) until 7 February 2022 (Monday). Students concerned will be contacted by respective Programme Teams for details of the arrangements.

 

Opening Hours of CUSCS Enrolment/Learning Centres from 25 January to 7 February 2022 and Sanitary Measures

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Personal Development

Turning Customer Complaints into Business Opportunities
如何化顾客投诉为商机

课程编号 : 221-750316-01|开课日期 : 13/03/2022

导师

潘耀华博士,PhD; MBA

教授语言

粤语 (辅以英语)

时数

6 小时

节数

2 讲 (每讲3小时)

上课地点

尖沙咀东海教学中心

开课日期

13/03/2022

上课日期

星期日

上课时间

10:00a.m. - 1:00p.m. & 2:00p.m. - 5:00p.m.

学费

$700

课程程度

短期

课程查询

3111 7278[JavaScript encoded]

报名手续查询

2209 0290

1
课程简介

现时客户对服务水平要求越来越高。若有餐饮业前线人员面对各类客人的无理要求或“非常”顾客的故意刁难时,如能掌握有效的处理技巧,不单能在顾客心中留下良好印象,甚至可化险为夷,转危为机。

2
内容包括

(1)了解「非常」顾客四级反应程度
(2)针对「非常」顾客的行为表现
(3) 避免「挑剔」顾客的语句
(4) 处理顾客投诉的对话