Skip Main Navigation
Page Content

Save This Event

Event Saved

Hong Kong Certificate in Customer Service Management (CCSM) Certification Program 27 Feb-2 Mar 2018

Asia Pacific Customer Service Consortium

Tuesday, 27 February 2018 at 09:00 - Friday, 2 March 2018 at 18:00 (HKT)

Hong Kong Certificate in Customer Service Management...

Ticket Information

Type End Quantity
CCSM Training Course 27 Feb 2018 Free  

Share Hong Kong Certificate in Customer Service Management (CCSM) Certification Program 27 Feb-2 Mar 2018

Event Details

International Certificate in Customer Service Management (CCSM)

This four-day CCSM course is hosted by Asia Pacific Customer Service Consortium. The coursewill 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, February 27-March 2, 2017 (English)


Fee:  FREE for Corporate Member, HKD13,000 for non-member, including Lunch, Training manual and Service charge

For formal registration, please download the registration form and email back to us at


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:

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

  • 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

“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


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+

Do you have questions about Hong Kong Certificate in Customer Service Management (CCSM) Certification Program 27 Feb-2 Mar 2018? Contact Asia Pacific Customer Service Consortium

Save This Event

Event Saved

When & Where

Hong Kong

Hong Kong
Hong Kong SAR China

Tuesday, 27 February 2018 at 09:00 - Friday, 2 March 2018 at 18:00 (HKT)

  Add to my calendar


Asia Pacific Customer Service Consortium

Asia Pacific Customer Service Consortium (APCSC) is founded with the belief of “Customer Relationship Excellence is the only way to Sharpen your Competitive Edge!” The goal of the Consortium is to promote service quality and customer relationship excellence in international cities across Asia Pacific Region and to recognize and reward companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. APCSC jointly offers the most recognized global certifications for CRM, Customer Service, Contact Center, Support Services with global education partners and international membership organizations to set Standards World-Wide.

  Contact the Organiser
Hong Kong Certificate in Customer Service Management (CCSM) Certification Program 27 Feb-2 Mar 2018
Things to do in Hong Kong Course Business

Interested in hosting your own event?

Join millions of people on Eventbrite.

Please log in or sign up

In order to purchase these tickets in installments, you'll need an Eventbrite account. Log in or sign up for a free account to continue.