Thanks to visit codestin.com
Credit goes to www.scribd.com

Scribd
Upload
5 views4 pages

QTSA - Video 3 - Workbook

The document is a training workbook from the Quality Tourism Services Association focused on effectively handling customer complaints. It includes exercises on understanding emotional responses, managing customer emotions, and the steps for complaint resolution. The workbook emphasizes the importance of empathy, communication, and problem-solving in customer service.

Uploaded by

Dennis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
5 views4 pages

QTSA - Video 3 - Workbook

The document is a training workbook from the Quality Tourism Services Association focused on effectively handling customer complaints. It includes exercises on understanding emotional responses, managing customer emotions, and the steps for complaint resolution. The workbook emphasizes the importance of empathy, communication, and problem-solving in customer service.

Uploaded by

Dennis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 4

優質旅遊服務協會

Quality Tourism Services Association

QTSA 培訓影片系列 - 有效地處理顧客投訴


QTSA Training Video Series – Handling Customer Complaints Effectively

課程影片工作紙
Training Video Workbook

1. 了解情緒反應所講的 3As 是什麼?


What are the 3As of understanding emotional responses?

A_________________ _________________

A_________________ _________________

A_________________ _________________

2. 在處理客人情緒時，運用的 3Bs 是什麼？


What are the 3Bswhen dealing with customer emotions?

B_________________ _________________

B_________________ _________________

B_________________ _________________

© Tiptop Consultants Ltd. www.tiptop.com.hk


優質旅遊服務協會
Quality Tourism Services Association

QTSA 培訓影片系列 - 有效地處理顧客投訴


QTSA Training Video Series – Handling Customer Complaints Effectively

課程影片工作紙
Training Video Workbook

3. 配對題：請將右方的選項連接到相對應的顧客的需要
Matching question: Please connect the options on the right to the
corresponding customer needs
 靈活變通處理 (Be flexible

when handling issues)

 能易地而處 (Put ourselves

in the customer’s shoes)

 信任態度 (Maintain a

trusting attitude)
情緒的需要 (Emotional Needs)   向顧客匯報事情進展

(Update the customer on the


解決問題的需要 (Problem Solving
progress)

Needs)   表示明白顧客需要 (Show

understanding of customer

needs)

 承擔個人責任 (Take

personal responsibility)

 說明解決問題所需時間

(Give an accurate timeline)

© Tiptop Consultants Ltd. www.tiptop.com.hk


優質旅遊服務協會
Quality Tourism Services Association

QTSA 培訓影片系列 - 有效地處理顧客投訴


QTSA Training Video Series – Handling Customer Complaints Effectively

課程影片工作紙
Training Video Workbook

4. 處理投訴三步曲的步驟是什麼?
What are the three steps in handling complaints?

步驟一 (Step 1) ______________________

步驟二 (Step 2) ______________________

步驟三 (Step 3) ______________________

© Tiptop Consultants Ltd. www.tiptop.com.hk


優質旅遊服務協會
Quality Tourism Services Association

QTSA 培訓影片系列 - 有效地處理顧客投訴


QTSA Training Video Series – Handling Customer Complaints Effectively

課程影片工作紙
Training Video Workbook

5. 配對題：請將右方的選項連接到相對應的步驟
Matching questions: Please connect the options on the right to the
corresponding steps
 肯定顧客接受方案 (Ensure

the customer is willing to

accept the suggestions)

 願意繼續幫忙 (Happy to help)

 自我介紹及問顧客尊稱

處理情緒 (Managing Emotions)  (Introduce yourself and address

the customer by name)


了解及建議行動 (Understanding  介紹其他服務或產品

(Introduce other
and proposing solutions) 
products/services)

圓滿結束 (Wrapping up  了解及客觀地分析情況

(Understand and objectively


successfully or following up)  analyze the situation)

 轉介上司 (Refer to our

superior)

 保持鎮定及控制自我情緒

(remain calm and control our

emotions)

-完 End-

© Tiptop Consultants Ltd. www.tiptop.com.hk

You might also like