Actions Panel
Certificate in Customer Service Management (CCSM) Certification Program 26-29 November 2018
Date and time
Location
Hong Kong
Hong KongDescription
Certificate in Customer Service Management (CCSM)
This four-day CCSM course is hosted by Asia Pacific Customer Service Consortium. The course will cover the latest and advanced topics in Customer Service (CS) Management that enable the participants to increase their awareness and knowledge of the latest development of CS in terms of technology as well as management concept, including CRM, Operations, Customer Satisfaction, Loyalty and Performance In addition, participants will learn techniques on data preparation and presentation to management for extensive CS performance reporting and equip themselves with a comprehensive understanding of auditing techniques to ensure CS Quality Standards (CSQS) are effectively implemented.
- Hong Kong November 26-29, 2018 (English)
Fee: FREE for Corporate Member, HKD 13,000 for non-member, including Lunch, Training manual and Service charge
For formal registration, please download the registration form and email back to us at accreditation@apcsc.com
http://www.apcsc.com/pdf/CCSM-CEF-HKCSC-APCSC.pdf
Featuring international facilitator:
Jason Chu- Founding Chairman, Asia Pacific Customer Service Consortium (APCSC)
Judging Panel and Organizing Committee Member, Customer Relationship Excellence Awards
About your expert course facilitator
Benefits of attending this training:
- Develop appropriate plans to integrate Service Center within the organization
- Elevate customer care and professionalism at the Service Center and exceeding customer expectations through KPI Measurement
- Share knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards CS excellence
- Improve customer loyalty and enhancing customer satisfaction by linking performance measures to customer satisfaction
- Provide techniques on data preparation and presentation to management for extensive CS performance reporting
- Understand and Apply auditing techniques used in CS and contact centers and to ensure CSQS are effectively implemented
- Achieve internationally endorsed and recognized Certificate in CS Management, bringing higher prospect to career development
- Service Center Analysis
- Quality Assurance
- CSQS /Site Audit
- Process Improvement
- Problem Solving
- Best-in-Class CRM Benchmarking
- CS Statistics and Numbers
- Knowledge Management
- Strategic Partner to Business
- World-Class Service Excellence
- Managing Operation Excellence
- Managing CRM
- Managing Customer Satisfaction
- Managing Technology
- Managing People & Performance
- Managing Finance
- Managing Strategic Business Unit
Day 1
Session One
World-Class Customer Service Center
- 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
Customer Service Quality Standard (CSQS) and Site Audit
- 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
Customer Service Center Analysis
- 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
Process Improvement & Problem Solving
- 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
Quality Assurance
- 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
Best-in-Class CRM Benchmarking
- The BICBenchmarking methodology
- Common misunderstandings of benchmarking
- Formulate a benchmarking program for your company
- Avoid the pitfalls of benchmarking
Session Seven
Customer Service Statistics & Numbers
- 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
Knowledge Management
- 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
Planning Customer Satisfaction Research on Service Center
“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
Managing Operations
w Difference between reactive and pro-active Service Centers
w Management style and impact
w Maximize potential in your working environment
w Different company culture and how to deal with them
w Corporate culture, SLA and SLM
w Staffing models and workforce management
w Staffing Model Exercise and Practical Case Studies
Session Ten
Managing Customer Satisfaction
w Myths of customer satisfaction, retention and loyalty and the relationship to business results
w Determine Satisfaction & Performance Attributes that matters
w Customer Satisfaction Improvement Initiatives
w Develop effective customer attitude change initiatives
w New model of complaint handling to improve customer relations
w Satisfaction Survey Exercise and Practical Case Studies
Session Eleven
Customer Relationship Management (CRM)
w The Return On Investment of CRM and Loyalty
w Concept of CRM and the challenges
w Measure Customer Success and Performance
w Develop robust CRM Stages and customer segmentation
w Seven critical steps for successful CRM project management
w Loyalty marketing programs
w CRM Project Exercises and Practical Case Studies
Session Twelve
Managing Technology
w Value proposition of CRM Technology
w Today’s CRM and Contact Center technology
w Develop and Use Technology/Vendor assessment form
w Different criteria in selecting and managing technologies
w Group Exercise and Practical Case Studies
Day 4
Session Thirteen
Managing People
w Learn the best practices and behavioral analysis for Customer Service Center recruitment
w Develop a hiring strategy and assess the staffing needs
w Develop and train your Contact Center professionals effectively
w Group Exercise and Practical Case Studies
Session Fourteen
Managing Performance
w Importance of performance management
w Different kinds of performance measurement
w Different types of recognitions and rewards that motivate people
w Most important key success factors for continuous staff motivation
w Monitor and coach your staff with progression and discipline
w Group Exercise and Practical Case Studies
Session Fifteen
Managing Finance
w Define the cost, value and revenue of Service/Contact Center
w Quantify your Service/Contact Center costs
w Maintain an accounting system and deliver strategic value
w Leadership Best Practices
w Develop a business model to drive revenue of your services
Session Sixteen
Managing a Business Unit
w Competencies of a World Class Customer Service Manager
w Good provisions for a Contact Center
w Communicate effectively with other departments
w Recognise the difference between managers and leaders
w Market your Service/Contact Center
w Leadership, Career Growth and Managing a Business Unit
w Practical Case Studies from A to A+
Price：HKD13000/per person（lodging not included）for four-day curriculum
Cotact：Alan Poon （852）21741428
Emai：alanpoon@hkcsc.com
Line：apcsc_cre
QQ: 2303712688