Service requirements and standards must be clear so that frontline service providers (supervisors and staff) can perform to expectations. The soft skills and techniques needed to impress the customers are not innate skills, i.e. they are not something we are born with, but skills we can learn if taught. Frontline service providers are expected to be knowledgeable, able to communicate, will take proactive action to resolve customers’ problems, handle complaints, and to provide service in such a manner that customers want to come back again and again because dealing with the company is so easy, simple, convenient and effective.
This course is intended to equip frontline service providers and supervisors with the right mindset and skills in providing excellent service despite encountering some difficult customers.
Information at a Glance
Tuition fee for Members:HK$2,780
Tuition fee for Non-members:HK$2,980
Medium of Instruction:English
Mode of Instruction:Online
Due to current COVID-19 situation, the mode of instruction might be changed from face-to-face to online teaching if necessary in the event that face-to-face classes cannot be held. The Association will contact the students concerned with details of such arrangements as necessary.