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.
Date & Time
Monday, 1 November 2021
9:00 am – 5:00 pm
The Hong Kong Management Association,
14/F Fairmont House
8 Cotton Tree Drive
Central, Hong Kong
Medium of Instruction
English, which, depending on the needs of participants, may be supplemented with Cantonese or Mandarin
- Service Excellence™
- Service Excellence™ Skills and Techniques
- Key Phrases and Hot Buttons
- Self-assessment and Action Plan
- Case-based Skills Practices
Ms Weelan Ho is the Principal and Director of PGA Consulting Limited (HK) and the Director of Ascent Global Service Pty Limited (Australia). She has significant experience in helping companies create value and improve bottom-line results through Strategy Development, Operations & Sales Improvement, Service Excellence and Organization Cultural Change Programs etc., just to name a few. The clients she has worked with are multinationals, public listed companies, family-owned enterprises and SME across Asia Pacific in multiple industries as well as with the public sector.
Early Bird Discount
Deadline for Discount:
Information at a Glance
Tuition fee for Members:HK$2,780
Tuition fee for Non-members:HK$2,980
Medium of Instruction:English & Chinese
Mode of Instruction:Face-to-face
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.