The Macau Government Tourism Office (MGTO) said in a statement yesterday that it has launched a series of six online learning videos themed and titled “Complaint Handling and Mediation Skills – Catering Industry” aimed at the industry’s employees, with the first video released yesterday and the rest to be released progressively until May.
Aside from catering industry employees, the videos are also tailored for Quality Tourism Services Accreditation Scheme-recognised catering businesses, the statement noted.
The statement said that the videos feature lectures and case analyses of different scenarios. The topics comprise Building Rapport with Conversations, Techniques to Channel Complainants’ Complaints or Emotions, Common Types of Complaints in the Catering Industry, Methods of Dealing with Different Types of Customer Complaints, Mediation Applications, Concepts and Models, as well as Mediation Interview Skills.
They are taught by instructor Flora Cheung (張佩華), who, the statement noted, has over 10 years of training experience.
Those interested can watch the videos for free though the “Industry Training – Online Course” link at http://industry.macaotourism.gov.mo.
The videos are supported by the United Association of Food and Beverage Merchants of Macao, with technical support from the Macau Institute of Management, the statement said.
The videos are in Cantonese with traditional Chinese, Portuguese and English subtitles, as well as sign language interpretations.
This screen capture provided by MGTO yesterday shows instructor Flora Cheung giving the first of a series of lessons, as well as questions for viewers to answer.
