Overview Retail Workshops Professional Diploma in Retail Management		Techniques in Handling Customer Complaints 10 April 2008 (Thursday) OBJECTIVES Upon completion of the workshop, participants should be able to: 1. Analyse the cause of customer dissatisfaction; 2. Identify the behaviours of irritated customers; 3. Apply behavourial science techniques in handling customers' complaints; and 4. Increase self confidence in handling difficult customer-contact situations. WORKSHOP OUTLINE 1. Requirements for handling complaints: (a) Positive attitude (b) Polished skills (c) Progressive knowledge 2. Application of behavorial science in customer service (a) Identifying customer behaviours (b) Charting communication exchange (c) Developing positive relations 3. Cause of customer dissatisfaction (a) Behaviours of irritated customers (b) Dialogue used in complaints 4. Techniques of handling complaints - creative approach 5. Practical demonstration and group discussion Date 10 April 2008 (Thursday) Time 1 day (9:00 a.m. - 5:00 p.m.) Target audience Retail Shop Managers, Area Managers, Training Officers & Managers Language Cantonese Venue Rm 302, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$1,350 Non-HKRMA Members: HK2,025 Enrollment For enrollment details, please download a copy of the workshop circular. For any enquiries, please contact the HKRMA at Tel: 852-2866 8311 or Fax: 852-2866 8380.