Mr. Jason Chu is the Founding Chairman of Asia Pacific Customer Service Consortium (APCSC), the judging panel and organizing committee of the international Customer Relationship Excellence Awards (CRE Awards).

Jason collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC and HKCSC. Mr. Chu has led the consortium effort in developing the Customer Service Quality Standard (CSQS) in setting international standards and world class framework for service organizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and Travel Services, Best-in-Class (BIC) CRM Service enchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and other international standards in Asia, Australia, China and the United States.

Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer Service and Support Industry to develop professionalism and career development for the customer service industry, recently the Certificate in Customer Service Management (CCSM), Certificate in Service Excellence Leadership (CSEL) and Certificate in Professional Customer Service (CPCS) recognized by the Continuous Education Fund (CEF) by Hong Kong SAR Government.

He received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building Customer Relationship Excellence Strategy and customer loyalty.

Day 1

Session One

• Understand the Contribution of the Customer Service Center
• Customer Contact Matrix
• Know how to develop a framework for creating a world-class Customer Service Excellence Organization
• Learn the different customer styles and Develop effective communication strategy andbest practices
• Group Exercise and Practical Case Studies
• Supply – Demand Ratio for Services

Session Two

• Understand the Customer Service Quality Standard framework
• Conducting CSQSself assessment and apply to your service organizations
• Implementing and integrating the Balanced Scorecards System to improve performance management
• The latest Customer Relationship Excellence Best Practices when most are still learning from mistakes
• Group Exercise and Practical Case Studies

Session Three

• Best use of different quality and analysis tools
• Conduct purpose & process & analysis on customer behavior
• Different customer expectations and market competition to develop contingency matrix
• Perform Departmental goals & service processes analysis
• Improve Customer Experience and service processes map
• Group Exercise and Practical Case Studies

Session Four

• Business processesand workflow improvement
• Monitor your service processes
• Identify barriers and opportunities to develop best practices
• Apply various problem solving methods.
• Master effective root cause analysis and CSQS problem solving
• Group Exercise and Practical Case Studies

“Flow between slides + booklet was good. Knowledge management is the most valuable topic to me. Instructor has in depth knowledge and experience on all areas. It made me would like to have more time!!”

James Davison, Head of Operations Strategic Projects Office, AIA Bhd

Day 2

Session Five

• Importance of Quality Standards
• QA concepts, definitions and goals
• Learn how to conduct a successful Mystery Shopping Survey
• Understand the common problems and root cause of QA
• Develop effective QA strategy and programs for success
• Group Exercise and Practical Case Studies

Session Six

• The BICBenchmarking methodology
• Common misunderstandings of benchmarking
• Formulate a benchmarking program for your company
• Avoid the pitfalls of benchmarking

Session Seven

• Various types of graphs and charts used to communicate customer service center data
• Types of customer service data that are captured for statistical purposes
• Various components of writing an effective reports
• Learn how to communicate effectively
• Group Exercise and Practical Case Studies

Session Eight

• Evolution of Knowledge Management
• Gain an appreciation of Knowledge Value
• Categorize knowledge types
• Relationship between information and knowledge
• Best practices for Developing KM and learning culture
• Knowledge Management Measurements
• Group Exercise and Practical Case Studies

Session Nine

“Overall framing is good, specially for new call centre managers. The instructor was well presented. The course is recommended to customer service managers.”

Mohamed Azleem, Assistant Manager, Dhiraagu, Maldives

“People management is the most valuable topic. More sharing on best practices would be better.”

Sharon Cheok, Senior Manager, Client Services, Manulife (S) Pte Ltd

Day 3

Session Nine

• Difference between reactive and pro-active Service Centers
• Management style and impact
• Maximize potential in your working environment
• Different company culture and how to deal with them
• Corporate culture, SLA and SLM
• Staffing models and workforce management
• Staffing Model Exercise and Practical Case Studies

Session Ten

• Myths of customer satisfaction, retention and loyalty and the relationship to business results
• Determine Satisfaction & Performance Attributes that matters
• Customer Satisfaction Improvement Initiatives
• Develop effective customer attitude change initiatives
• New model of complaint handling to improve customer relations
• Satisfaction Survey Exercise and Practical Case Studies

Session Eleven

• The Return On Investment of CRM and Loyalty
• Concept of CRM and the challenges
• Measure Customer Success and Performance
• Develop robust CRM Stages and customer segmentation
• Seven critical steps for successful CRM project management
• Loyalty marketing programs
• CRM Project Exercises and Practical Case Studies

Session Twelve

• Value proposition of CRM Technology
• Today’s CRM and Contact Center technology
• Develop and Use Technology/Vendor assessment form
• Different criteria in selecting and managing technologies
• Group Exercise and Practical Case Studies

Day 4

• Learn the best practices and behavioral analysis for Customer Service Center recruitment
• Develop a hiring strategy and assess the staffing needs
• Develop and train your Contact Center professionals effectively
• Group Exercise and Practical Case Studies

Session Fourteen

• Importance of performance management
• Different kinds of performance measurement
• Different types of recognitions and rewards that motivate people
• Most important key success factors for continuous staff motivation
• Monitor and coach your staff with progression and discipline
• Group Exercise and Practical Case Studies

Session Fifteen

• Define the cost, value and revenue of Service/Contact Center
• Quantify your Service/Contact Center costs
• Maintain an accounting system and deliver strategic value
• Leadership Best Practices
• Develop a business model to drive revenue of your services

Session Sixteen

Managing a Business Unit

• Competencies of a World Class Customer Service Manager
• Good provisions for a Contact Center
• Communicate effectively with other departments
• Recognise the difference between managers and leaders
• Market your Service/Contact Center
• Leadership, Career Growth and Managing a Business Unit
• Practical Case Studies from A to A+

Price：HKD13000/per person（lodging not included）for four-day curriculum

Contact：Alan Poon （852）21741428

Email：alanpoon@hkcsc.com

Line：apcsc_cre

QQ: 2303712688