Course Code: CPD0362/2021
Category
GPM: General and Professional Matters
OSH: Occupational Safety and Health
OTM: Environment, Information Technology, Quality and Other Technical Matters not directly related to a Trainee's own discipline
FREE: Free Course
Course Name
Customer satisfaction Excellence
Category
GPM
Date
9 March 2021 (Tue)
Time
9:15am - 5:15pm
Organized by
STEP Coaching & Consulting Limited
Speaker
Mr. Stephen Lam (CEng MIET, NLP Practitioner, DISC Consultant, Coach)
Venue
2/F, Nathan Tower, 518-520 Nathan Road, Yaumatei.
Fee
HK$1,500 (HK$1,300 for HKIE member)
Introduction

This course aims to provide professional training which imparts up-to-date knowledge in Customer Service Management, and practical skills in raising customer satisfaction to loyalty. This course is particularly designed for those who work in a competitive customer service environment and need to improve customer satisfaction.

Objectives
  • To introduce the concepts of satisfaction & loyalty
  • To identify the gaps in customer service value chain
  • To facilitate participants to develop a plan for improvement
Contents
  • Elements & definition of Quality Service
  • Gaps in Customer Service
  • Customer Satisfaction Measurement & Loyalty
  • Tips to improve Customer Satisfaction
  • Customer Satisfaction Improvement Plan
  • Case sharing
Language

Cantonese with English terminology

Registration

Please complete and return the standard reply form together with a crossed cheque made payable to “STEP Coaching & Consulting Limited” for the attention of  Mr Stephen Lam

Enquiry

Mr. Stephen Lam, Tel: 60488001  

Email: stephenlamster@gmail.com

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