Certificate Programme on Professional & Quality Customer Service Attitude and Skills Training

Commencement Date

21 Apr 2009

  Application Form / Brochure  
(For enrollment, please call Enrolment Section on 2774 8500 during office hours.)


This professional and quality customer service attitude and skills training course will demonstrate various strategies in enhancing customer satisfaction, retaining loyal customer, increasing repeat guest rate and consumption amount.

This certificate course is designed for frontline CS staff, customer service supervisors, CS managers and trainers.


1. The Importance of Customer Services to an Outstanding Organization
2. Professional and Quality Customer Service Techniques
3. Polite Telephone Service and Attitude
4. Professional Service Attitude
5. Customer Attitude and Techniques in Handling Customers with Different Personality
6. Handling Difficult Customer - Assertiveness in Customer Service
7. Different Scene of Customer Service
8. Handling Customer Complaint
9. Customer Service Attitude and Emotional Control of a Frontline Staff Under High Stress
10. Customer Service and Techniques in Handling Contingencie
Language Medium

Cantonese (supplemented with English)

Member Fee

HK$ 2,850

Non-member Fee

HK$ 3,050 


For reservations and general enquiries, please call Customer Services Department on 2774 8501 or via fax 2774 8503.