This course joins the
Continuing Education Subsidy Scheme
and is subsidised by DSEJ.
Training Code:
0905037
Sponsor
Placement:
15
Sponsor Amount:
MOP1,530
Course Code :
S152
Medium of Instruction:
English
(supplemented in Cantonese)
Duration:
80 hours
Pre-requisites:
Priority given to those who have
completed secondary school, passed
the admissions written exam, and
interview
Course Fee :
MOP1,860 (Macao Resident)
(For
those
entitled the DSEJ
sponsorship, the course fee
will be reduced to
MOP330)
MOP2,420
(Non-Macao Resident) (Including
certification and one exam fees)
This qualification is intended for
candidates who wish to:
gain some
relevant basic knowledge and
skills before progressing to LCCI
qualification examinations.
Course Outline:
1. The Role of Customer Service
Customer Expectations
Customer Satisfaction
Moments of Truth
Service Offer
Added Value Service – going the extra mile
2. Delivering Reliable Service
Recognising how personal factors impact on customer service delivery
Recognising how personal image is important in terms of customer perception
and the organisation's overall image
Explaining how good working relationships with colleagues can affect the
delivery of the customer service
Recognising the different needs and expectations in terms of diverse groups
of customers and adapt behaviours
accordingly
3. Communicating directly with Customers
Outline and explain the basic key elements of the communication process
Communication – Process and principles of communicating face-to-face,
electronically, over the telephone and
in writing
4. Handling and Solving Customers Problems
Note:
Click
here
to see more International Qualifications
Courses.
This course joins the
Continuing Education Subsidy Scheme
and is subsidized by DSEJ.
Participants should take note to the
following:
Only Macao residents are
eligible to join the scheme.
Participants should fulfill 75%
attendance to receive the
subsidy.
Should
participants retake the same
course, subsidy will not
be offered and declaration
should be made to IFT
.
Participants are eligible for
two subsidised courses at a
time.
No subsidy will be offered for
the third subsidised course and
declaration
should be made upon
application.
Participants should provide
correct and complete
information. Should there
be any mistaken or false report,
participants can be disqualified
from joining the scheme and the
received subsidies should be
recouped.
This course joins the
Continuing Education Subsidy Scheme
and is subsidised by DSEJ.
For
those
entitled the DSEJ
sponsorship, the course fee
will be reduced to
