Shenzhen Certificate in Customer Service Management (CCSM) Certification Program 16-19 Jan. 2017
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Shenzhen Certificate in Customer Service Management (CCSM) Certification Program 16-19 Jan. 2017

Shenzhen Certificate in Customer Service Management (CCSM) Certification Pr...

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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.

  • Shenzhen January. 16-19 2017 (Madarin)

Fee: FREE for Corporate Member, RMB13,000 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

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:

  • 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

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

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+



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