The French Chamber of Commerce in Canton, in cooperation with the German Chamber of Commerce in South China, has the pleasure to invite you to the following training:

Difficult Customers & Complaint Resolution

处理投诉及问题顾客（普通话授课）

Friday， 16th December 2011

Learning objective:

This training program helps you to build up positive attitude and confidence towards complaints and difficult customers. You will better understand the causes of complaints and learn how to avoid unnecessary frustrations. Through practices and interactive communication, you will be equipped with skills to handle angry customers, and turn crisis into a service opportunity.

本培训课程将帮助你建立积极的态度来面对投诉和问题顾客。你将深入了解导致顾客投诉的起因，并学会如何避免不必要的顾客不满。通过实践活动和互动交流，你将掌握和愤怒的顾客打交道的技巧，把危机转化为服务的机会。

Course content:

Target Group:

Stuff working with customers daily.

任何在工作中需要与顾客打交道的职业人士。

Trainer's bio

Mr. Alan Lee

• Has worked in a prestigious and highly successful multinational manufacturer for over 15 years
• Was the Principal Consultant of Apex Management Solutions Ltd
• Has been engaged in business, quality, engineering and customer services improvement for more than 10 years
• Was the Chairman of the Hong Kong Leadership Training Association for the years 1994 to 1997 and has been very active in the development of leadership training for the businesses in Hong Kong.

I will enroll in the training of "Difficult Customers & Complaint Resolution" of December 16th, 2011from 09:30-17:30.

我申请于2011年12月16日上午九点半到来参加 “处理投诉及问题顾客” 课程。

Participant's Name 学员姓名:

Position within the company 职位:

Direct line 直线:

Mobile 手机 :

E-mail 电邮 :

□ CCIFC Member 是法商会的会员

□ non-member 非法商会会员

Please provide full information of your company to issue official invoice

请提供完整信息以为贵公司开具发票:

Company (official title in Eng. & in Chn.) 公司注册名称（英语&中文）:

Invoicing contact person 开发票联系人:

Invoicing address in Chn. 开发票中文地址:

Invoicing address in Eng. 开发票英语地址:

CCIFC TRAINING TERMS AND CONDITIONS : 1) Each registration needs to be confirmed by sending back this reply-coupon to the CCIFC by mail. 2) The training fees have to be paid:- by cash in RMB the same day of the training. The attendee will receive a receipt with the CCIFC official seal;- by bank transfer in RMB or Euros, before the beginning of the training. In this case, your company has to provide the CCIFC with the invoice details (Chinese and English name of the invoicing office of your company, Chinese and English address of the invoice office of your company, account number which will be used to pay the fees). The registration will not be confirmed without this document. 3) After receiving the reply-coupon and the invoice details, the CCIFC will send an invoice. If paid by cash, official receipt will be send out within 10 days.4) A written confirmation will be sent to the person in charge of the case and at the same time the participant will receive notice to attend the training course(s) a few days before the beginning of the training session. 5) Cancellation: - Cancellation requests must be confirmed by mail.- Cancellation will be accepted if the CCIFC receives notice 5 working days before the first day of the training session. - Any cancellation after the deadline or absence from the training course will still be charged. No free access to the next session of the training course.