All-rounded Customer Service Excellence

Date: 8 March 2012 (Thursday)

Time: 9:30 am – 5:00 pm

Objectives

Through the workshop, the participants should be able to grasp the practical knowledge and management knowhow for delivery total customer satisfaction with a framework which is easy and effective for understanding and adoption, management coaching and staff engagement.

1. The Characteristics of Service

2. The Power of Service Differentiation

3. The Rationales of Smile

4. Service Procedure vs Service from Heart

5. Service as Religion

6. Service Team Coaching

7. Implementation of Total Service Management (TSM)

8. The Critical Tactics in Total Service Execution

Instructor
Mr. Paul Ma
KAR Consultants Limited

Target participants
Retail Shop Managers, Area Managers, Training Managers & Officers

Venue
Rm. 202, 2/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong

Fee
HKRMA Members: HK$1,350
Non-HKRMA Members: HK$2,025

Enrollment
Enrollment is on first-come-first-served. Please complete the enrollment form and fax to 2866-8380.

Deadline
27-2-2012

Inquiries
2866-8311

Enrollment Form		Instructor Profile

惡劣天氣安排
(1)	八號颱風信號或以上：
-	- 全日工作坊 (9:30am-6:00pm) 及上午工作坊 (9:30am-1:00 pm) 安排﹕當日上午7時或以後仍然懸掛，工作坊將被取消。 - 下午工作坊 (2:30pm-6:00pm) 當日下午1時或以後仍然懸掛，工作坊將被取消。 - 如工作坊被取消，協會將視乎情況而決定是否另行舉辦，並保留一切有關決定權。
(2)	如遇三號颱風信號或以下 或 黑色/ 紅色/ 黃色暴雨警告信號，則如期舉行。