Certified Customer Service Analyst and Auditor (CCSA) Certification Program 23-24 May 2019
Date and time
Location
Hong Kong
Hong KongDescription
Certified Customer Service Analyst and Auditor (CCSA)
This two-day CCSA course is hosted by Asia Pacific Customer Service Consortium. The course will cover the advanced topics in the latest development of Customer Service (CS) and Contact Center in terms of technology as well as management concept, where participants are able to learn how to interpret data gathered at the CS Center and leverage on the findings. The CCSA class will guide you through the jungle of metrics to enable you to take pro-active action, enabling CS Managers & Professionals to deliver the best practices adopted by market leaders and problem solving methodology to deliver best possible service to your customers.The latest launched CSQS 15.0 will be used in this CCSM training.
- Hong Kong 23-24 May 2019 (English)
Fee: FREE for Corporate Member, HKD8,800 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.hkcsc.com/pdf/CCSA-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
- 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.
Benefits of attending this training:
- With a CCSA Certification, your salary can increase by up to 25%
- More job opportunities can come your way
- Higher chances of promotion within your own organization
- Develop appropriate strategic plans to rejuvenate and integrate Customer Service Center within the organization
- Elevate customer care and professionalism at the Service Center and exceed customer expectations
- Motivate and manage staff performance through effective peopledevelopment and reward programs
- Improve customer loyalty and enhance customer satisfaction by linking performance measures to customer experience
- Provide techniques on data preparation and presentation to management for extensive CS performance reporting
- Share knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards CS excellence
- Understand and Apply CSQS auditing techniques used in CS, SBU’s, operations, and contact centers to ensure best practices are effectively implemented
- Achieve internationally endorsed and recognized Certificate in CS Management (CCSM), bringing higher prospect to your career development
- Prepare for the International CRE Awards assessment with compliance of the CRE best practices to achieve a higher standing for benchmarking and winning
- Identify gaps and critical areas, through self-audit, for strategic investment with significanl ROI, to become a world class CRE brand company
- 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
Day 1 & 2
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
International Customer Service Quality Standard (CSQS) and Site Audit
- Understand the Customer Service Quality Standard framework
- Conducting CSQSself assessment and 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 processes and 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
“It is my pleasure to share my learning experience with you at CRE Award & CCSM Program. By joining the award competition program, my team and I have gained valuable knowledge on best practices of Customer Services in various industries bu not limited to telecommunications. Through the classroom training, we could share among different companies the practical working experiences on performing Customer Services in different industries. It has enlightened us how to serve our customers the best in a creative way. Last but not least, the handbook of CSQS and the evaluation criteria for the best Contact Centre is the most treasurable guideline for our future operations development and improvement. They have definitely created values to the overall industry of Customer Services and Contact Centre.”
Download the Full version of Reference Letter
Jaime Ho, General Manager - Customer Service and Contact Centre Management
Hutchison Telecommunications Hong Kong Holdings Limited
“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
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 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
“The most valuable topic to me is all about analysis and Managing Business Unit. The most effective about the instructor is that he is knowledgeable. Keep up the good work to achieve success!”
Marco Kuhuwael, Customer Service Manager
PT. Plaza Indonesia Realty, Tbk
“People sharing on best practices would be better. It made me would like to have more time!!”
Sharon Cheok, Senior Services, Manulife (S) Pte Ltd
Who should attend:
Suitable for all levels of staff from Directors to Supervisors involved with CRM, Customer Marketing, Operations, Quality, HR, IT, HelpDesk. Prior knowledge of CRM and Customer Service Center is an advantage but not essential.
In-House Training Solutions:
If you have a number of delegates with similar Training solution delivered locally on-site. Course can be tailored to specific requirements.
For further details, please use the contact information given on the last page of this brochure.
Pre-course questionaire:
To ensure that you gain maximum result, we ensure the course is delivered at an appropriate level and that relevant issues will be addressed. The comprehensive course material will enable you to digest the subject matter in your own time.
APCSC training to your organisation. Our format:
- Combinations of actionable learning
- Strictly limited numbers to allow for greater interaction and one-on-one interaction with the trainer. So register early to avoid disappointment!
- Detailed pre-course questionnaires to allow you to tailor the programme to address your individual concerns
Fees: HKD8,800 / USD1,200 / person
Inclusive course papers, luncheon, refreshments service charge.
Cotact：Alan Poon （852）21741428
Emai：alanpoon@hkcsc.com
Line：apcsc_cre
QQ: 2303712688