Momoko Leung’s Training Portfolio

Your Performing Solutions,

Your Wise Choice

Email: momokoleung@gmail.com Mobile: 9515 2414

All the information within this portfolio is true and can be proven.

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1. Introduction – Qualifications & Experience

Qualifications: Second Class (Div I) Honours in Translation & Chinese

awarded by PolyU in 2002

In-house Experience: Training Assistant

CRC Supermarket (H.K.) Co. Ltd. More Knowledge Based

Agency Experience: Consultant, Research & Solutions

LEVEL4 Performance Consulting Ltd.More Skills Based

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2. Merit 1– Versatile All-rounder

Sales Calls & Meetings

Quotation & Proposals

Negotiation & AgreementTrainers’ Report

& Debriefing

Cost Estimation & Control Project

Implementation

Interviewing

Frontline

TNA & Research

Mystery Shopping

& Benchmarking

Alignm

ent w

ith Mgt

Skills Audit &

Evaluation

Invoice &

Payment

Field Coaching/ Team Coaching Facilitation/

Co-facilitationLogistics

ArrangementsDesign SolutionsDevelop Content

Selling skills

Negotiation skills

Facilitation skills

Influencing skills

Communication skills

Management skills

Analytical skills

Presentation skills

Quality Control skills

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2. Merit 2 – SPECIAL

S

P

L

AI

C

E

pecific Skills & Scenario

ractical

valuative

onstructive Feedback

nteractive & Innovative

ction Planning

earning Points

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2. Merit 2 – SPECIAL

Roleplay Exercise: (Training for Mobile Phone Service Call Centre)

背景資料客戶何先生投訴在街外經常接收不到流動數據。

重要提示1. 運用及” GAG 技巧”及堅定自信的應對技巧。2. 找出其他可行的解決辨法，從而避免重覆又重覆自己的說法及更容易與顧

客達成共識。

任務1. 學員先用 10 分鐘討論應對策略，然後輪流扮演客戶及卡中心顧客服務員。2. 角色扮演期間須進行錄音，以便導師可提供改善建議及跟進，及讓學員自

我評估表現及交換意見。

Practical Scenario

Interactive & Innovative

Specific Skills & Scenario

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以「好消息」作開始 ── 表達要正面

Good News

在中段帶出「壞消息」── 要誠實和具體

Amid the Bad News

以「好消息」作結束 ── 以正面的語調配合 善意的訊息作結束

Good News

2. Merit 2 – SPECIAL

“GAG” 技巧： Action Planning

Learning Points

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2. Merit 2 – SPECIAL

技巧評核表：評分標準： 4 – 優秀 ( 超越客戶期望 ) 3 – 標準 ( 滿足客戶需要和期望 ) 2 – 尚可 ( 仍需改善 ) 1 – 不可接受

卓越電話服務技巧 4 3 2 1 導師評分「 GAG 」 技巧

1. “G”: 以「好消息」作開始 ── 表達要正面 4 3 2 1

2. “A”: 在中段帶出「壞消息」 ── 要誠實和具體 4 3 2 1

3. “G”: 以「好消息」作結束 ── 以正面的語調配合善意的訊息作結束 4 3 2 1

學員自我評估____________________________________________________________________ 導師意見__________________________________________________________

Evaluative

Constructive Feedback

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2. Merit 2 – SPECIAL

S

P

L

AI

C

E

pecific Skills & Scenario

ractical

valuative

onstructive Feedback

nteractive & Innovative

ction Planning

earning Points

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面晤技巧練習工作紙

3. Strength 1 – Skills Based

Example:

講述的步驟 預備工作

先鼓勵及認同員工

Specific Skills &

Quantified

Bad Example:

講述的步驟 預備工作

最少指出員工一項表現良好的範疇，以表認同

Slogan Only!

面晤技巧練習工作紙

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3. Strength 2 – Behavioural Based

技 巧 得 分 1 3 5

了解需要

2.1 提問

遺漏了用提問的方式揭示客人需要的。

用一條簡單和封閉式的提問以了解客人的需要。

用兩條或以上有條理的提問（包括轉移話題及引入話題式提問）引導客人說出其需要。

Example: 銷售技巧評核表Behaviour

as standard: Questioning

Quantified:

Bad Example: 技 巧 得 分 1 3 5

了解需要 多聆聽 不清楚顧客需要

初步了解顧客需要

完全清楚顧客需要

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3. Strength 3 – ABC

A

B

C

ction Planning

enchmaking

ontinuous assessment

10:00 – 10:15

10:15 – 10:35

10:45 – 11:15

11:30 – 12:00

12:15 – 12:45

12:45 – 13:00

Briefing Field Coaching De-briefing

Group 1 - 4Group

1Group

2Group

3Group

4Group 1 - 4

Assessment Area A Shop

(42 branches)

B Shop

(62 branches)

C Shop

(57 branches)

“GAG” 技巧 3.45 3.67 4.12

JAN 15

FEB 15

1st assessment 2nd assessment

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4. Areas of Excellence

Selling Skills 5

Coaching Skills 4

FacilitationSkills 3

Consulting Skills 2

Service Management

Skills 1

Momoko’s Expertise

Area of Expertise in content development & delivery: Project Experience:

2 MTR: Business Consulting Skills

1 SPDB: Counter Service Enhancement HKJC: Me & the Business

3 Intertek: Train-the-trainer Workshop4 HKJC: Coach-the-coach Workshop Citibank: Counter Service Enhancement5 DTC: Fulfilling the Forevermark Promise Citibank: Selling More Insurance Workshop

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5. Competitive Edge: ASAP Developer

A

S

A

P

ll-rounder

elf-driven

nalytical

erspective

Developer

6 2 4 3

Intensity Segment

Typical Developer Momoko as a “Developer”

Developer

HR, PR, Admin., Marketing, etc.

SWOT analysis, SPIN consulting, etc.

High Dominance Character

Exposures in Greater China

Please refer to Momoko Leung’s Portfolio

掌控

影響

穩定

謹慎

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6. Continuing Education

e-Learning

Bestsellers

Benchmarker

Institutions

Life-wide & Life-long Life-wide & Life-long LearningLearning

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7. Mock Delivery

背景資料客戶何先生認為手機的數據服務未如理想，要求提前終止合約。

”現請你用 GAG” 技巧應對楊先生的要求。 ( 簡化版 )

以「好消息」作開始── 表達要正面

Good News

在中段帶出「壞消息」── 要誠實和具體

Amid the Bad News

以「好消息」作結束── 以正面的語調配合善 意的訊息作結束

Good News

向顧客說「不」的技巧 ―― GAG向顧客說「不」的技巧 ―― GAG

何先生，首先多謝你的電話及精明選用我台服務，因為我台嘅數據服務一直都係市場中係數一數二嘅 (Thanks) 。

但係數據服務嘅接收，受多種因素影響，例如手機套、瀏覽量等。

所以我請何先生「先」改用原裝機套及檢查數據瀏覽設定 (Action) ，好唔好﹖檢查後，如果數據流量的情況仍未如理想，歡迎你再打上黎查詢，我地隨時再樂意提供協助 (Assistance) 。

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7. Sample Handout

VERSATILE content design

V

E

S

A

T

I

L

isualized

xperiential

eflective

kills & Scenario based

ailor-made

nteresting & Impressiveearner-centered

E ffective & Economical

R

pplicable & Practicable

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Clients include well-known, world-class and multinational corporations in the Greater China Region:

8. Testimonial & Reference

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8. Testimonial & Reference

General Skills and Behaviour 整體技能及行為表現 Distinguished表現卓越

Achieved Expectation表現滿意

More is Expected

需要改善

Job Knowledge 工作上知識 Understanding of job duties & requirement 明白工作職務及要求

Technical Skills 專業技能 Job Related 與工作有關

Communication Skills 溝通技能 Ability to understand and express ideas clearly 理解能力及清楚表達觀點

Sense of Responsibility 責任承擔 Trustworthy performance on assignment or duties 工作表現值得信賴

Quality of Work 工作質素 High accuracy, thoroughness and attention to details 極準確，深入及留意細節

Initiative 主動性 Be pro-active and self-motivated 有主動性，無須提點而履行職務

Work Relationship 人事關係 Treating people with respect and willing to help 尊重他人及樂於相助

Organization 組織性 Effective in organizing work, managing time and meeting deadlines 有效率地組織工作，能控制時間並如期完工

Attendance & Punctuality 考勤及準時 Good attendance and arrive at work on time 良好考勤記錄及準時上班

Appraisal Report by LEVEL4

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8. Testimonial & Reference

She proved herself to be a responsible and independent officer. She was

also a friendly and pleasant staff member. Ms. Twinky TAM

Senior Human Resources Manager CRC Supermarket

Fast learning on job & showing high enthusiasm at work.

Ms. Amy HO Director, Sales and Distribution

LEVEL4Early Probation Confirmation by LEVEL4:1.Expected Date: 15 May 052.Verbal Confirmation: 7 Apr 053.Written Confirmation: 1 May 054.Pay Rise: +12%

Debut Training Project in 2003:HR manual: Still in usage

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1. Merit 1: All-rounder

9. What’s SPECTACULAR?

2. Merit 2: SPECIAL

3. Strength 1: Skills Based

4. Strength 2: Behavioural Based

5. Strength 3: ABC

6. Diversified Areas of Excellence

7. Competitive Edge: ASAP Developer

8. Life-long & Life-wide Learning

9. Lively Delivery & Facilitation

10. “Versatile” Content Design

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THANK YOU!!!

10. Acknowledgements

THANK YOU!!!