Seminar

2007/5/28
How to deal with challenging customers高階營銷訓練系列 (一)難纏客戶變商機

 

Seminar Content:

• 10 Analysis of customers that are hard to deal with
  • Characteristic
  • Behavior
  • Point of view
  • Doubts
  • Worries
  • Not satisfied
  • Mood
  • Hideaway
  • Intention
• 8 Ways to deal with these situations
  • Good preparation
  • Understand one another well
  • Speak out
  • Learn from mistakes
  • Compensation plan
  • Balance of profit
  • Room for negotiation
  • Solution
• 3 Ways to retain customers
  • Trust
  • Choice
  • Honesty

Speaker: Mr. James Lu, Executive Director, Hong Kong Hotels Association

M Lu is a seasoned public speaker and his humourous style has attracted thousands of listeners over the years.

Mr. Lu was a University Council member of The Hong Kong Polytechnic University. He is also an Adjunct Associate Professor at The Chinese University of Hong Kong, School of Hotel & Tourism Management, a Faculty member and previously, Visiting Professor at The Hong Kong Polytechnic University, School of Hotel & Tourism Management, a guest lecturer at Cornell University Hotel School, and invited trainer at The Civil Service Training & Development Institute.

His speeches are entertaining and have won acclamation and support from audiences in Hong Kong, China, Europe, Australia and the US. Mr. Lu is currently the Executive Director of Hong Kong Hotels Association and had served on the panel of judges for "Distinguished Salesperson Award Programme" organized by the Hong Kong Management Association for several years. He has a long association with Hong Kong Institute of Marketing.