- 1、本文档共28页,可阅读全部内容。
- 2、有哪些信誉好的足球投注网站(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
优质顾客服务及好客之道-Yipsir(叶锦熙)
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
您可能关注的文档
- (Message)第六层数据报文-靖江市第一高级中学.ppt
- (汤云为).-中国科学院上海生命科学研究院财务处.ppt
- 17培训要求-广东省政府采购网.doc
- 1997年调查马来人计算机犯罪行动一个有效的-国家互联网应急中心.doc
- 2012年2月15日周三-互联网舆情与审计-北京大学互联网信息工程.ppt
- 2013年新品种-华龙期货.ppt
- 2013推荐表、协议书、注册打印操作说明-本科08级.ppt
- 2014年1月份消费者投诉公示-北京市工商局.doc
- 2016五年学位信息管理培训.ppt
- 1105-1资讯安全与防毒.ppt
- 法治护航:经济发达地区S市乡村振兴的保障机制构建研究.docx
- 破局与进阶:物流工程与管理专业硕士人才胜任能力剖析与培养路径重塑.docx
- 破局与重构:基于N市案例剖析政府购买公共服务的困境与突破.docx
- 基于分子动力学的二维金属有机框架在氦气分离与海水淡化中的性能与机理探究.docx
- 光敏水凝胶在新西兰孕兔医源性胎膜早破模型中的应用与机制探究.docx
- TPRO在LPS_TLR4介导的肝损伤调控中的关键作用与机制探究.docx
- 中国—喜马拉雅地区鳞毛蕨属物种分化格局与成因:基于多维度分析.docx
- 基于多维度改性策略的CFRP-钢界面优化及冻融环境下的耐久性能研究.docx
- 智慧教室环境下大学生学习环境偏好与学业成就的关联机制及提升路径研究.docx
- 基于新经济地理理论剖析交通基础设施的经济集聚效应.docx
文档评论(0)