优质顾客服务及好客之道-Yipsir(叶锦熙).ppt

Yipsir .hk Leadership and Programming Skills in Customer Service DSS20328 Tutor: IP Kam Hee 葉錦熙 Tel. 6199 3347 Email: toyipsir@ Website: .hk Tutor IP Kam Hee 葉錦熙 (BSW, MA, RSW) Former Social Worker PT Lecturer of CityU since 1996 Baptist U since 2001and HKCT since 2004 Freelance Trainer, Tour Escort, Local Guide Schedule of Session one Introduction of Tutor Course Introduction Warm up games Crow and Tortoise Quick memory of 20 random items and 17 points of attraction What is good customer service? Teaching schedule: 13 lessons Teaching Method Laboratory learning Interactive format Focus on the learning and application of principles, skills and techniques. Experiential exercises, games, case discussion, role play and audio-visual materials. Course assessment Class Participation and Attendance 30% Exercise – Leading a Warm up activity 10% (from week 3) Case study Presentation (Wk 12, 13) 20% Case study Written report 20% Written Assignment 20% Class Participation and Attendance (30%) Punctuality and attendance (3 absences → zero mark) B or above performance indicators High quantity and quality of Q A, discussion and sharing Willingness to volunteer to take up additional tasks such as a leading role in group activities and role play B- or below performance indicators Talkative, absent, late for class, talking on mobile, net-surfing or playing electronic games, etc. Exercise – Leading a Warm up activity (10%) 8 small groups (a maximum of 3 members each. Design and lead a warm up activity in the first 20 minutes Start from tutorial 3 to tutorial 10 Purpose to help the class ready for the tutorial To test the programming and leadership skill in practice of the group Case study Presentation (20%) 8 small groups (3 members each) To identify a formed group, e.g. government bodies, LCSD, HKTB, travel agent, charitable organization, district board, and/or local community… etc., and to participate in an activity hosted by that group Fo