美國運通呈獻:中小企優質服務致勝之道培訓系列

AmericanExpresspresents:"QualityServices"TrainingSeries報名表格EnrolmentForm注意事項:1.
鑑於座位有限,秘書處未能確保所有遞交報名表格的商戶均能參與是次活動.
秘書處保留最終決定權.
2.
請於8月4日以前報名.
座位有限,以先到先得形式處理.
3.
成功報名後,聯絡人將會收到秘書處發出之確認通知.
4.
秘書處保留更改嘉賓講者名單之最終權利.
5.
閣下所提供的個人資料只作此培訓報名用途、我們將不會把資料保留或儲存.
6.
惡劣天氣安排:上午之研討會:如上午七時或之後八號颱風訊號/黑色暴雨警告仍然懸掛,當日上午之研討會將自動取消,秘書處將於日後另行通知參加者改期事宜或其他安排.
下午之研討會:如上午十一時或之後八號颱風訊號/黑色暴雨警告仍然懸掛,當日下午之研討會將自動取消,秘書處將於日後另行通知參加者改期事宜或其他安排.
Remarks:1.
Duetolimitedseatsavailable,QTSSecretariatdoesnotguaranteeallenrolledmemberscanparticipateinthesessions.
QTSSecretariatreservesfullrightinregistrationarrangement.
2.
OnlytheregistrationsfortheSeminarsreceivedonorbefore4August2014willbeprocessed.
Registrationisonafirst-come-first-servedbasis.
3.
SuccessfulRegistration:Aconfirmationletter/emailforentrancewillbesenttoyourcontactperson.
4.
QTSSecretariatreservesallrightsofchangestospeakers.
5.
Personaldataprovidedwillbeusedforenrollmentpurposeonlyandwillnotberetainedafterthisprogramme.
6.
AdverseWeatherArrangements:MorningSession:IfTyphoonSignalNo.
8orabove/theBlackRainstormWarningSignalisstillhoistedatorafter7amonthedateoftheseminar,MorningSessionoftheseminarwillbecancelled.
Arrangementsfortheseminarwillbenotifiedatalaterstage.
AfternoonSession:IfTyphoonSignalNo.
8orabove/theBlackRainstormWarningSignalisstillhoistedatorafter11amonthedateoftheseminar,AfternoonSessionoftheseminarwillbecancelled.
Arrangementsfortheseminarwillbenotifiedatalaterstage.
研討會(一)「如何令高難度顧客變『長期粉絲』」主辦機構:美國運通國際股份有限公司支持機構:香港旅遊發展局及優質旅遊服務協會日期20148月12日(星期二)時間上午9:30–下午12:30(登記時間:上午9:15)地點灣仔香港會議展覽中心演講廳2培訓顧問Inno:visionManagementConsultingLimited資深管理顧問江燕來先生語言廣東話研討會內容一樣米養百樣人,不同類型、脾性的顧客,尤其是「高難度」的「麻辣」顧客(SpicyCustomers)們,應怎樣分類,有效地加以應對何謂「高難度」顧客,怎樣拆解他們在互聯網時代的最新投訴習慣和消費變化,有效發揮「麻辣」投訴處理妙法如何自行降溫,克制個人情緒變化,臨危不亂,應付不友善或挑機的火爆「高難度」顧客如何減低不必要的顧客傳媒投訴(MediaComplaints)圓滑地處理「麻辣」顧客的不滿,成功地強化正面的服務體驗,以免得失客人,大量失客如何令「高難度」顧客變「長期粉絲」,尤其是忠誠顧客,適當地補償客人損失如何觀「高難度」顧客於微,飛快識穿個別「麻辣」顧客特徵,加以對策,增加公司商機報名表格(傳真至30071466)截止報名日期:2014年8月4日(星期一)(請以英文填寫方便登記)公司名稱:聯絡人姓名:先生/女士職銜:電話號碼:傳真號碼*電郵地址*郵寄地址**必須填寫以便發出確認通知.
QTS商戶參加費用每場首兩位免費額外每位HK$200參加者資料:1).
參加者:職銜:2).
參加者:職銜:3).
參加者:職銜:4).
參加者:職銜:AmericanExpresspresents:"QualityServices"TrainingSeriesSeminar1–"TurningDifficultCustomersintoLoyalCustomers"Organiser:AmericanExpressInternational,Inc.
SupportingOrganisations:HongKongTourismBoardandQualityTourismServicesAssociationDate12August2014(Tuesday)Time9:30am–12:30pm(Registrationstartsat9:15am)VenueTheatre2,HongKongConventionandExhibitionCentreTrainingConsultantMrDanielKongCorporateConsultant&TrainingStrategist,Inno:visionManagementConsultingLimited.
LanguageCantoneseContentHighlightsDifferentStrokesforDifferentFolks!
DifferentCustomerTypesandPersonalities,Especiallythe"Difficult"and"Spicy"CustomersthatrequireDifferentClassificationsandEffectiveHandlingSkillsWhatare"Difficult"CustomersHowtoDecodetheLatestCustomerComplaintsandConsumptionHabitsintheInternetAge,sothatEffective"Spicy"ComplaintHandlingApproachescanbeappliedHowtoCoolDownPersonalTemper,ControlEmotionalUpsandDowns,StayCalmandCollectedinordertoHandleUnfriendlyorChallenging,Explosive"Difficult"CustomersHowtoReduceUnnecessaryMediaComplaintsfiledbyCustomersthroughHandlingCustomerDissatisfactionTactfullyinordertoStrengthenPositiveServiceExperiencetoAvoidOffendingandLosingManyValuableCustomersHowtoTurn"Difficult"Customersinto"LongtermFans",especiallythoseLoyalCustomersthroughAppropriateCustomerServiceRecoveryHowtoObserve"Difficult"CustomersthroughtheirMicro-expressions,RecognizetheUnique"Spicy"CharacteristicsofCustomers,sothatthesecanbeTackledandReducedinordertoGainmoreBusinessesfortheCompaniesENROLLMENTFORM(Faxto30071466)Deadline:4August2014(Monday)CompanyName:NameofContactPerson:Position:Tel.
NoFaxNo*Email*PostalAddress**Mustbeprovidedforwrittenconfirmation.
QTSMerchantParticipationFee2freeseatsHK$200pereachadditionalseatParticipants'Details(Pleasesubmitthedetailsinseparatesheetshouldmorethan4seatsarerequired.
)1).
Name:JobTitle:2).
Name:JobTitle:3).
Name:JobTitle:4).
Name:JobTitle:美國運通呈獻:中小企優質服務致勝之道培訓系列研討會(二)「共贏鑰匙:品牌價值與顧客關係鏈」主辦機構:美國運通國際股份有限公司支持機構:香港旅遊發展局及優質旅遊服務協會日期20148月12日(星期二)時間下午2:30–下午5:30(登記時間:下午2:15)地點灣仔香港會議展覽中心演講廳2培訓顧問通才顧問團董事總經理李思明博士(Dr.
JackiaLee)語言廣東話研討會內容1.
品牌與品牌價值的分別2.
品牌價值構建i.
品牌價值-優質服務及產品ii.
品牌價值-360形象iii.
品牌價值-售後服務3.
新世代中顧客關係鏈的重要性i.
何謂顧客關係鏈ii.
顧客關係與顧客關係鏈的分別iii.
顧客關係鏈的創意成功個案4.
顧客關係鏈的創新應用i.
贏盡顧客的「六合心」ii.
留住顧客的「三步曲」iii.
達致共贏的顧客關係鏈報名表格(傳真至30071466)截止報名日期:2014年8月4日(星期一)(請以英文填寫方便登記)公司名稱:聯絡人姓名:先生/女士職銜:電話號碼:傳真號碼*電郵地址*郵寄地址**必須填寫以便發出確認通知.
QTS商戶參加費用每場首兩位免費額外每位HK$200參加者資料:1).
參加者:職銜:2).
參加者:職銜:3).
參加者:職銜:4).
參加者:職銜:AmericanExpresspresents:"QualityServices"TrainingSeriesSeminar2–"TheKeystoAll-Win:BrandValuesandCustomerBonding"Organiser:AmericanExpressInternational,Inc.
SupportingOrganisations:HongKongTourismBoardandQualityTourismServicesAssociationDate12August2014(Tuesday)Time2:30pm–5:30pm(Registrationstartsat2:15pm)VenueTheatre2,HongKongConventionandExhibitionCentreTrainingConsultantDrJackiaLeeManagingDirector,HolisticConsultantsLtd.
LanguageCantoneseContentHighlights1.
DifferencesbetweenBrandandBrandValues2.
TheformationofBrandValuesi.
QualityservicesandproductsofBrandValuesii.
TotalimageofBrandValuesiii.
AftersalesservicesofBrandValues3.
ThepowerfulCustomerBondinginthisnewErai.
WhatisCustomerBondingii.
ThedifferencebetweenCRMandCustomerBondingiii.
ThesuccessfulprovenrecordofcreativeCustomerBonding4.
TheapplicationofCustomerBondinginanInnovativeWayi.
Winningcustomerswithsixelementsii.
3Stepstoemotionalbondyourcustomersiii.
iii.
All-winSituationsofCustomerBondingENROLLMENTFORM(Faxto30071466)Deadline:4August2014(Monday)CompanyName:NameofContactPerson:Position:Tel.
No:FaxNo*Email*PostalAddress**Mustbeprovidedforwrittenconfirmation.
QTSMerchantParticipationFee2freeseatsHK$200pereachadditionalseatParticipants'Details(Pleasesubmitthedetailsinseparatesheetshouldmorethan4seatsarerequired.
)1).
Name:JobTitle:2).
Name:JobTitle:3).
Name:JobTitle:4).
Name:JobTitle:美國運通呈獻:中小企優質服務致勝之道培訓系列研討會(三)「與職場新鮮人共嬴」主辦機構:美國運通國際股份有限公司支持機構:香港旅遊發展局及優質旅遊服務協會日期201410月14日(星期二)時間上午9:30–下午12:30(登記時間:上午9:15)地點九龍塘達之路78號香港生產力大樓4樓會議廳培訓顧問迪寶管理顧問有限公司鄺俊偉博士語言廣東話研討會內容1.
了解職場新鮮人的形成分析融合不同世代員工的利弊了解「職場新鮮人」的期望2.
「職場新鮮人」的特質與不同與「職場新鮮人」合作的常見問題及挑戰及如何善用他們的長處活用「SERVE」原則來建立不同世代員工的和睦合作關係推動及培育「職場新鮮人」成為領導者的方法3.
指導及職場新鮮人溝通以「5Cs」模式與職場新鮮人溝通善用發問的力量來聆聽及了解「職場新鮮人」與職場新鮮人定制目標及未來方向建立能夠讓「職場新鮮人」參與及發揮的公司文化報名表格(傳真至30071466)截止報名日期:2014年8月4日(星期一)(請以英文填寫方便登記)公司名稱:聯絡人姓名:先生/女士職銜:電話號碼:傳真號碼*電郵地址*郵寄地址**必須填寫以便發出確認通知.
QTS商戶參加費用每場首兩位免費額外每位HK$200參加者資料:1).
參加者:職銜:2).
參加者:職銜:3).
參加者:職銜:4).
參加者:職銜:AmericanExpresspresents:"QualityServices"TrainingSeriesSeminar3–"NurtureNextGenerationtoLead"Organiser:AmericanExpressInternational,Inc.
SupportingOrganisations:HongKongTourismBoardandQualityTourismServicesAssociationDate14October2014(Tuesday)Time9:30am–12:30pm(Registrationstartsat9:15am)VenueConferenceHall,4/F,HongKongProductivityCouncilBuilding,78TatCheeAve.
,KowloonTongTrainingConsultantDrMichaelKwongDew-PointInternationalLimited.
LanguageCantoneseContentHighlights1.
UnderstandingthemakingofthenewgenerationProsandConsofharmonizingstaffofdifferentgenerationsLearnaboutexpectationsof"GenerationY"2.
CharacteristicsofthenewgenerationofstaffandhowtheyaredifferentCommonproblemsandchallengesofworkingwiththenewgenerationofstaffandleveragethestrengthofthenextgeneration.
SERVEprincipleofharmonizingrelationshipamongstdifferentgenerationsWaysofmotivatingandnurturingnextgenerationtolead3.
Communicateandcoachthenewgenerationofstaff5CsmodelincommunicatingwiththenewgenerationofstaffLeveragingthepowerofaskingquestionstolistentothenewgenerationofstaffSetgoalsanddiscussfuturedirectionswiththenewgenerationofstaffCreateacorporateculturethatthenextgenerationcanparticipateandengageENROLLMENTFORM(Faxto30071466)Deadline:4August2014(Monday)CompanyName:NameofContactPerson:Position:Tel.
NoFaxNo*Email*PostalAddress**Mustbeprovidedforwrittenconfirmation.
QTSMerchantParticipationFee2freeseatsHK$200pereachadditionalseatParticipants'Details(Pleasesubmitthedetailsinseparatesheetshouldmorethan4seatsarerequired.
)1).
Name:JobTitle:2).
Name:JobTitle:3).
Name:JobTitle:4).
Name:JobTitle: