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Certified Customer Service Analyst and Auditor (CCSA) Certification Program...

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Certified Customer by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> Service Analyst and Auditor (CCSA)

This two-day CCSA course is hosted by Asia Pacific Customer by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> 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.

  • Shenzhen August 6-7 2018 (Chinese)

Fee: FREE for Corporate Member, RMB8,800 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.apcsc.com/pdf/CCSA-HKCSC-APCSC.pdf

Featuring international facilitator:

Jason Chu - Founding Chairman, Asia Pacific Customer by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow">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:

l With a CCSA Certification, your salary can increase by up to 25%

l More job opportunities can come your way

l Higher chances of promotion within your own organization

l Develop appropriate strategic plans to rejuvenate and integrate Customer Service Center within the organization

l Elevate customer care and professionalism at the Service Center and exceed customer expectations

l Motivate and manage staff performance through effective peopledevelopment and reward programs

l Improve customer loyalty and enhance customer satisfaction by linking performance measures to customer experience

l Provide techniques on data preparation and presentation to management for extensive CS performance reporting

l Share knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards CS excellence

l Understand and Apply CSQS auditing techniques used in CS, SBU’s, operations, and contact centers to ensure best practices are effectively implemented

l Achieve internationally endorsed and recognized Certificate in CS Management (CCSM), bringing higher prospect to your career development

l Prepare for the International CRE Awards assessment with compliance of the CRE best practices to achieve a higher standing for benchmarking and winning

l Identify gaps and critical areas, through self-audit, for strategic investment with significanl ROI, to become a world class CRE brand company


Essential Topics

Day 1 & 2

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

International Customer by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> Service Quality Standard (CSQS) and Site Audit


Session Three

Customer Service Center Analysis


Session Four

Process Improvement & Problem Solving

“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 by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow">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

Session Six

Best-in-Class CRM Benchmarking

Session Seven

Session Eight

Session Nine

Planning Customer Satisfaction Research on Service Center

The most valuable topic to me is all about analysis and by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> 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 by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> Manager

PT. Plaza Indonesia Realty, Tbk

People by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> sharing on best practices would be better. It made me would like to have more time!!

Sharon Cheok, Senior by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow">Services, Manulife (S) Pte Ltd

Who should attend:

Suitable for all levels of staff from Directors to Supervisors involved with CRM, Customer by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> Marketing, Operations, Quality, HR, IT, HelpDesk. Prior knowledge of CRM and Customer Service Center is an advantage but not essential.

In-House by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> Training Solutions:

If you have a number of delegates with similar by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow">Training solution delivered locally on-site. Course can be tailored to specific requirements.
For further details, please use the contact by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> information given on the last page of this brochure.

Pre-course questionaire:

To ensure that you gain maximum by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> 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 by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> training to your organisation. Our format:

Fees: HKD8,800 / USD1,200 / person

Inclusive course papers, luncheon, refreshments by Browser AdBlocker"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" rel="nofollow">service charge.

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