Course Code: CPD0653/2021
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
Improving Problem-solving skills on phone
Category
GPM
Date
7 June 2021 (Mon)
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 help your front-line staff or call centre staff conduct better technical -related phone conversations so as to improve the efficiency and effectiveness of solving problems via the telephone.

Objectives
  • Learn a systematic framework in diagnosing technical problems
  • Collect the right info over the phone
  • Develop better questioning and analyzing skills using the framework
Contents
  • Introduction of systematic framework (KT Analytical Thinking)
  • Asking the 'right' questions
  • Collecting the 'right'info over the phone
  • Identifying changes and difference
  • Analyzing the problem efficiently with KT
  • Potential Problem Analysis
  • Problem Escalations and Post-mortem
  • Real life Applications
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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