| Certified CRM Director (CRMD) |
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"CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience." Winnie Lee,
Director-Administration & Projects |
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"This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas." Jenny Lee, Vice
President |
| Certificate in Customer Service Management (CCSM) |
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"It gives me concrete ideas about what customer service is and how we can further improve and evaluate our service quality. The instructor is most effective on his knowledge and good time control on each topic. CSQS and managing customer satisfaction are the most valuable topics to me." Karen Chiu |
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"It is a very intensive course. Customer relationship management, the CSQS standard, process improvement and problem solving are the most value topics of the program."
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"The instructor can facilitate the discussion by raising some
open questions. Managing people and customer service centre
analysis are the most valuable topics today." May Lam Mei Yuk |
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"The instructor
shares a lot of his experience in this area and it really helps
a lot. Managing people and CSQS are the most valuable topics of
the course. The instructor’s positivity and experience were most
effective." Audrey Ow
|
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"Quality
assurance and scheduling are most effective about the
instructor. Managing operations and problem solving are the most
valuable topics of this program."
Rosalia Dewi Trihastuti
|
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"The instructor
can balance in both the time and content and give a
comprehensive lesson. Managing operation is the most valuable
topic of the course. Accuracy was the most effective about the
instructor." Gordon Tsang
|
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"The instructor
has the excellent knowledge and techniques of the topic he
present. It is quite comprehensive. The course helps me to think
how to be a good leader. Problem solving is the most valuable
topic of the course."
Chrisny Amintarsih
|
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"Managing People
and the CSQS standard were the most valuable topic of the
program. I learn a lot about how to manage people via this
course. Presentation skills were most effective about the
instructor."
Rita Lau Wai Tak
|
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“The instructor
gives a lot of examples and case sharing. The instructor uses
the open questions that encourage the discussion. Process
management and managing people are the most valuable topics of
the course.”
Mak Ching Ting, Rachel
|
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“Processing
improvement, problem solving and managing people are the most
valuable topics of the courses.” Chan Tat Ming |
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“Processing
improvement, problem solving and managing people are the most
valuable topics of the courses.”
Choi Wai Yik, Vincent |
|
“CSQS standard
and managing people are the most valuable topics of the
program.”
Sin Ting Fung Bosco
|
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上課靈活，有充分的案例分享。CRM教授得很好。導師有豐富的CRM知識，說明和分析都很到位。以互動的形式討論，提供分析的機會。
洪志強 |
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CSQS優質顧客服務標準以及人員管理的內容最有價值，導師有效地引導討論。
廖英掌 |
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魚骨圖分析尤為有用。導師專業素養高，瞭解各企業的實際運作。能提供一個理性客觀的知識構架，用以觀察評估并改進現有運作以達成最佳實踐，并提供一個互相學習與觀摩的場合，分析難得可貴的實務經驗。
葉信源 |
|
Root Cause Analysis
以及流程管理的內容令我受益匪淺。課程及教學的安排都很符合顧客服務專業所需。導師在問題歸納及客服理論的說明非常詳細，課堂實際最佳案例對課程的瞭解相當有幫助，兼具啓發性，實值得推薦的課程。
賴志弘 |
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通過此次培訓，讓我對客戶服務所應具備的正確理念，及其運營方向有了更清晰的認識和感悟。特別是魚骨圖和根源分析，對我最有價值，這對支持我的顧客十分適用。同時，導師清晰的思維、精准的語言及指導能力，能夠很好的利用案例來解釋概念。 中外運－敦豪國際航空快件有限公司 |
|
流程管理和問題解決最吸引我。CRM專案，影片討論以及參訪是此次課程的亮點。講師思緒清晰，說明有條理，精闢的解說讓課程內容更清楚，課程的體驗很舒服。4天課程的討論和互動十分實用。
包筱琳 |
|
導師樂於分享其他企業/行業的案例，這一點非常好。導師分析有條理，使上課內容很受用。call center參訪非常好。
張榮富 |
|
導師經驗豐富，對培訓題目有充足的認知，培訓中引用有效的實例講解，幫助學員快速理解相關課題。課程當中有關優質顧客服務標準 (CSQS)、解決問題 (Problem Solving) 及人員管理最有價值。 客戶服務經理 |
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優質顧客服務標準 (CSQS)、顧客關係管理(CRM) 、品質保證及人員管理最有價值。導師有豐富的知識，分享了不同行業的知識，為學員創造討論平台這方面最值得欣賞。 鍾健 |
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小班課程優點明顯，學員有機會深入地討論。CRM的話題很有價值。導師反應迅速，而且很用心。 Raymond Cai |
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整體而言都非常實用，有很多經驗分享環節，講解也非常清晰。課程讓我瞭解到，顧客服務不僅僅是部門的職能，更是企業的戰略核心。課程安排緊湊，有激情。
Jane Zheng |
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CSQS是個非常值得導入的標準。如能由上而下學習使用，足可為企業帶來相當的發展和競爭力優勢。
黃玲玲 |
|
數據分析和管理流程尤為有用。CRM和績效表現也非常精彩。課程令人開闊視野，受益良多。謝謝。 "The topic of data analysis and management processes are particularly useful. CRM and performance is also very exciting. The course broadens my horizons and I gained a lot. Thank you."
赫淑幸
Heh Shu Shing, Manager |
|
課程題目和材料編排十分得宜，特別是客戶服務標準中的流程管理及績效管理對我十分有用，可以應用在工作上。導師也能在互動環節中，有效邀請學員參與小組討論及回答問題。
理賠 |
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對於導師的教學之互動性和讓學員對討論問題的引發性指導最欣賞。課程中的優質顧客服務標準 (CSQS)
、表現管理和流程管理十分有價值。
客戶VIP室主任 |
|
資源管理這個話題令我受益良多。導師對課程進度掌握精准。在4天的緊湊學習過程中，在老師的帶領下及同學的熱烈參與充分討論，真的收穫良多。尤其以前曾學習過的知識，在這4天的學習中做一次更有邏輯性的歸納分析，是我更覺不虛此行。謝謝朱主席。 "I gained a lot form the topic of the resource management. The instructor masters the teaching schedule well. During the 4-day course, I learn a lot form the discussion with other students under the lead of the instructor. In particular, the knowledge I gained in the past was well-organized and analyzed. The course is so worthwhile."
張天賜
Michael Chang,
Director of Customer Service |
|
魚骨圖以及5H5H的話題對我而言最實用，導師具有很強的親和力。人員管理的話題很好。練習的題目也很實用。4天的學習可印證在自己的工作上，讓工作更順利進行。
張淑端 |
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"The issues exemplified by the instructor contain our job duty. The most valuable topic to me is “Management Responsibility”. " Queenie Wong Property Officer Well Born Real Estate Management Limited |
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"It is a very good chance to share experiences and practices from other enterprises as well as group discussion. I really enjoyed the group discussion and talking with group members for sharing real cases, and topics on CRM and Benchmarking are pretty useful." Joanne Lau Customer Services Manager Hong Kong Electric Co., Ltd. |
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"The topic about CSQS is really valuable." Helen Chan Manager, Customer Service Federal Express (Hong Kong) Limited |
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"The presentation of the instructor is clean and precise. I think the topic on Personality was most valuable to me." Pauline Tsoi Customer Service Manager Federal Express (Hong Kong) Limited |
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"I would like to spend more time on learning “Quality Assurance”, and topics on Managing Performance and CSQS are most valuable to me." Jennifer Sham NSG Manager (Customer Service Manager) QNet Limited |
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"I think topics on CSQS and Process Improvement & Problem Solving are most valuable to me. The instructor could set up activities between topics effectively." Ann Cristobal NSG Operations Manager QNet Limited |
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"The instructor conducted the group discussion and sharing effectively, and he could involve the group discussion throughout the course. Topics on Managing People and CSQS are quite useful." Agnes Ip Centre Officer Goodwill Management Limited |
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"The group discussion conducted by the instructor was effective, and CSQS is the most valuable topic to me." Shirley Ng Customer Service Manager Hopewell Centre Management Limited |
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"The courses about Business Process, Workflow Improvement and
Managing People are valuable to me."
Maggie Wong Tenant Service Manager Hopewell Centre Management Limited |
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"The instructor encouraged sharing throughout the course. I think the topic on CSQS is useful to me." 「課程講師在整個課程過程中鼓勵了分享。我認為優質顧客服務標準CSQS這個主題對我很有用。」 Andrea Teo Senior Executive Land Transport Authority 高級主管 張莉 新加坡陸路交通管理局
|
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"The instructor is able to articulate concepts through actual examples and scenarios. The topic about Benchmarking is useful to me." Grace Chiew Assistant Manager, One Motoring & Service Standards Land Transport Authority |
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"The topics on Fish bone of 5W5H and Managing Performance are valuable to me. If time allowed, I would like to participate more to answer questions from others." Albert Tsang Assistant Vice President, Business Development Continuous Technologies Int'l Ltd |
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"CSQS and CRM are really valuable topics to me, and if possible, I hope there would be more time spending on the topic “Managing People”." Fion Tse Telebet Manager The Hong Kong Jockey Club |
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"The instructor of the course facilitated discussion and sharing effectively, and topics on CSQS and People Management are really valuable. I think the course had a good mix of classmates." Amos Cheng Telebet Support Manager The Hong Kong Jockey Club
|
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"The Root Cause Analysis and Managing People are the most valuable topics to me. The instructor is most effective in motivating the group discussion and answering questions. He has excellent knowledge of the curriculum as well."
Anthony Kwong
|
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"I found the Customer Service Quality Standard (CSQS) and Managing Customer Satisfaction are very beneficial to me. The instructor can clearly deliver each topic and use good examples to explain the topics. Overall, the course is excellent!"
Arist Yue
|
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"Customer Service Quality
Standard (CSQS) and Customer Relationship Management (CRM) are
the most valuable topics to me. The Curriculum has excellent
balance between lecture, group discussion and exercise time. The
curriculum is able to support my customers. Instructor has rich
knowledge of the training topics with using a lot of good
examples to explain concepts and involve the students in the
group discussion. " Zuki Ho
|
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"The teaching content of Fishbone Diagram and Managing Technology are highly recommended in this course. The instructor can effectively and clearly explain the case study using good examples. He has vast knowledge of the curriculum too. "
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"Customer Service Quality Standard (CSQS) and Satisfaction Survey are the most useful topics for me. " Brian Wan Customer Service Manager Nexusguard Limited |
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"Customer Satisfaction, Managing People are the most valuable topics to me. The Balance of lecture, group participation and exercise time are excellent. The instructor is good at involving students in group discussion and explaining each topic very well with excellent time management." Nexusguard Limited |
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导师及时带动学员参与并讨论所学内容，并即时给予指导和交流；知识内容的讲解和引导以及导师对学生所提问题的解答都能切合实际。培训和指导内容能有效帮助企业完善顾客服务标准。我认为优质顾客服务标准，及其评分机制和讨论很有价值。
郑灵芝 Assistant Officer 永旺资讯服务（深圳）有限公司 |
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Fishbone, 5 Why and 5 How以及KPI的设定，process management等题目都很有价值。导师的例子真实、生动,课程中传递正面思想。
刘玉荣 |
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课程整体编排顺畅，课堂活跃互动，能够起到发挥学员思维的作用。导师知识面广，熟悉服务理念和运作。Fish bone diagram，CRM Project的题目很有价值，理论的实用性大。
Kinki Cheung |
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課程安排能夠結合實際案例進行深入分析學習這點很好，也讓我們更快地吸收到知識。所有題目均十分有價值，當中以優質顧客服務標準 (CSQS)，績效管理及人員管理最為有價值。
吕钦姿 |
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導師友善、知識面廣，對培訓題目知識力度很豐富，解釋很清晰。課程安排得很好，當中以優質顧客服務標準 (CSQS)、顧客關係管理(CRM)最為有價值，希望之後有更多相應課程。
藍敏芳 |
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导师分享了很多服务行业的优秀实例，能够启发学员思考。Managing People这个题目对我最有价值，课程中解决问题的方法和CSQS标准的题目让我收获很多。
何敏艺 |
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经过四天的培训过程，对自己的公司肯定是有很多实质上的帮助，也激发了更多的想法，可以运用在工作上，获益良多。透过这次的培训过程，更仔细的了解了各个题目的本质与内容，能实际掌握并与工作上运用相关。导师针对每个部分都有联系、小组讨论与分享，并与实际学员的作业面做结合。CSQS和真实案例分享对我都很有价值。
黃嫀琝 顾客服务发展部经理 DHL Express (Taiwan) Corp. |
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导师能适时提供说明和指导，包容很多不同的意见，并加以整合再反馈给学员。CRM的题目都很有价值。通过课程了解了什么是CSQS。
陈丽慧 IT Manager DHL Express (Taiwan) Corp. |
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The instructor is a knowledgeable, patient and passionate Trainer & Customer Service Ambassador. Simply Customer Service Guru! To me, the most valuable topics are Customer Relationship Management (CRM) and Customer Service Quality Standard (CSQS).
Stanley Chong |
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優質顧客服務標準 (CSQS) 的介紹、應用、流程改善和問題解決、績效管理、領導行為和改變思維等課題都十分有價值。導師邏輯思維較強、語言表達較恰當，對培訓題目知識充足，有效地引領學員思考及調動現場作討論和思維啟發較大。
王瓏瓏 |
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课堂中可以通过讨论对题目有更深刻的理解。Process Improvement & Problem Solving，Managing performance等题目非常有价值。
杨蓓娜 人管培训室高级人管培训经理 中国太平洋人寿保险公司 |
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课程中介绍具体工具使用方法的题目让我收获很大，导师气质儒雅，表达很准确。
姚炜 电话服务规划主管 中国太平洋人寿保险公司 |
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课程内容有深度、广度、专业。导师专业，课程节奏控制得好。我认为HR管理最佳实践和流程优化案例分析的题目对我最有价值。
黄欣 |
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课程Customer Relationship Management的题目对我最有价值。
江思诺 客户服务部服务企划 中国太平洋人寿保险公司 |
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“Jason is a very experienced trainer, and I've learned a lot for management concepts and improving our Company's customer management system. And your CCSM course helped me a lot in doing my CCSM project, as well as in setting up the processes needed and preparing the documents/records needed for the CRE Awards!” Don Siu, Senior Property Officer, |
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“The most valuable topic in CCSM course is Customer Service Quality Standard (CSQS). The Instructor provided effective presentation materials and teaching materials. This is a very useful lecture! Thank you.”
Shirley Tang, General Manager |
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“The most valuable topic to me is Customer Relationship Management. Moreover, the pace of the course is perfect!! Overall, I think the entire session is quite valuable and has increased my knowledge to a great extent!” 「對我來說，最有價值的題目是CRM。而且，課程的節奏非常完美！！總體來講，我認為全部課程都很有價值並且極大地豐富了我的知識！」 Owais Kazi, Assistant Manager, International Liaison Middle East HELP International College of Technology (Malaysia) |
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“The most valuable topic to me is Managing People/Managing Performance. Besides, the instructor is very approachable and participative.” Anand Raj, Lecturer KDU College (Malaysia) |
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“The most valuable topic to me is Seven Critical Steps for Successful CRM Project. The instructor has very effective delivery style and pace.” Martin Sarfaraz, Assistant manager, International Liaison India Sub Continent
HELP University College (Malaysia) |
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“Performance Management System is the most valuable topic. The instructor is very knowledgeable in topics covered." Melisa Khew, Marketing Manager
International College of Music, Berjaya University (Malaysia) |
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“The instructor has provided good information in adjusting or improving the topics for group discussion." Pik Shin Wong, Lecturer
KDU Colleage, (Malaysia) |
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“Topics covered in Certificate in Customer Service Management (CCSM) were very valuable and relevant. The instructor can explain the topics using very positive language.” Saravanan Maniam, Marketing Manager
TAFE College, (Malaysia) |
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“Process improvement, Problem Solving, Quality Standard and Benchmarking are the most valuable topics to me. It was a very effective training to improve my problem solving skills and to manage my job function. The instructor is knowledgeable.” Latha Perumal, HR Executive TAFE College (Malaysia) |
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“The most valuable topic to me is Managing People/Managing Performance. Besides, the instructor is very approachable and participative.” Anand Raj, Lecturer KDU College (Malaysia) |
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“The most valuable topic to me is Customer Relationship Management. Moreover, the pace of the course is perfect!! Overall, I think the entire session is quite valuable and has increased my knowledge to a great extent!” Owais Kazi, Assistant Manager, International Liaison Middle East HELP International College of Technology (Malaysia) |
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"I find the CCSM course of much practical use and I told my boss that it really worth my participation. I got the useful resources for implementing in my job. The course has definitely enriched my career having gained much knowledge and professional advice from you. I gained much confidence to face the job challenges and the course highlighted the best practices to strive for excellence! I am very grateful that the company has given me the training chance but above all, your dedicated teaching to enable so many individuals to become more professional in Customer Service Management. I can see how you teach with a mission behind APCSC. Your enthusiasm in lecturing and coaching us has definitely been part of a big "DRIVE" for us students." Anita Ip,
Assistant Customer Service Manager |
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「優質顧客服務標準(CSQS)乃全面而有效的平臺，有助公司增進及改良他們的顧客服務程式。這標準已建立多年，我們很高興能夠將優質顧客服務標準(CSQS)推廣至新加坡各企業。很多香港及臺灣商界領袖已沿用此標準並從而獲得優良成效，我相信新加坡各企業皆能從優質顧客服務標準(CSQS)中獲益。」 Dr. Roger Jiao, Associate Professor School of Mechanical & Production Engineering, 新加坡Nanyang Technological University (NTU) |
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"The CCSM training is beneficial and apt to the job and division. There is lot of new learning. The most valuable topic to me is analytical tools and the instructor is effective in sharing of knowledge and experience." Milinda Janaka
Namaratne |
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"The curriculum and the instructor in the CCSM course is excellent. All of the topics are very valuable to me and instructor's presentation is very good and they the instructor is interesting and enthusiastic." Deshika Tania
Welikala, Co-ordinator - Call Center (Workforce & Operations
Mgt) |
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"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Managing Business Unit . The instructor is most effective in explaining the concepts." Tuan Iqbal
Jayah, Assistant Manager - Call Centre (Operations Analyst) |
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"The material and presentations (MS. ppt) in CCSM is well organized. Trainer put a lot of effort to get the message through. The most valuable topic is analytical tools (H’s and W’s)." Rekha
Weerasooriya, Customer Service - Specialist |
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"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Quality Assurance. The instructor is knowledgeable about the industry." Sonali Nonis,
Co-ordinator Quality Assurance |
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"The CCSM training was an excellent all round job and was very beneficial to me. The most valuable topic for me was Customer Satisfaction Management. The instructor was knowledgeable and effective in all the areas and the delivery was of the highest standard. We need more of such seminars!" Christopher
Suresh Thuraisingham, Operation Analyst - Customer Service |
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"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Managing Finance." Imran Iqbal,
Business Analyst - Customer Service |
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"The curriculum and the instructor in the CCSM course is excellent. The most valuable topic to me is Managing Operations. The instructor is vastly experienced, knowledgeable, enthusiastic and competent." Anton Gnanamani,
Specialist - Contact Centre (Operations Management) |
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"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Benchmarking. The instructor 's presentation and the way he was able to answer all questions among industry examples were excellent." Tazneen Jaffar,
Assistant Manager - Contact Centre |
| Certified Customer Service Analyst and Auditor (CCSA) |
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"The most valuable topic to me is CSQS. The instructor could give us relevant examples in the course. Overall, the course is very useful in helping to set up proper customer service process." Rojeam Hee General Management Trainee Royal Brunei Airlines Sdn Bhd |
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"I recommend employers from all industries encouraging their staff to take the course. The instructor’s in-class interaction is perfect as well as the coordination. " Michael Chan Assistant Public Relations Officer Goodwell Property Management Limited |
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“CSKM is the most valuable topic to me in this course. Besides, Mr. Jason Chu is an excellent instructor and a great teacher in customer relationship and services that he can make a complicated concept clear and a difficult idea simple. His close contacts with various markets and industries give his audience the latest trends of the service industry that can be applied for immediate improvement of the company. In short, Mr. Chu's seminars are fruitful, helpful and wonderful. After all, it is very inspiring.” 「我覺得最有價值的課題是顧客服務知識管理，此外，朱剛岑先生在顧客關係及服敄上是一個很出色的導師，他能清楚解釋複雜的概念和簡化艱深的理論。他與各市場及行業的緊密關係使我們能獲知服務行業的最新趨勢，並作出即時的改善。總括來說，朱先生的課程成效顯著，並有很大的啟發性。」
S. T. Chow, General Manager
總經理 周成德
香港合和物業管理有限公司 |
|
“The topic Customer Service and Quality Standard (CSQS) is the most valuable to me in this course. The handouts provided by the instructor are useful, and the explanation given is clear.”
Grace Ho, Hang Yick Properties Management
Ltd. |
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“The instructor can explain profound theories in simple language and answer questions well. Through the two-day class, I know the systematic methods of management tools well.” Hsin-Jang, Wu, Administrator of Customer Service Department Chunghwa Telecom Co., Ltd (Taiwan) |
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“The most valuable topics to me are CSQS, Process Improvement and Problem Solving. The instructor is very knowledgeable in customer service area and can explain all the topics clearly.” Mei-Ching, Chang, Supervisor of Customer Service Department Chunghwa Telecom Co., Ltd (Taiwan) |
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“The most valuable topics to me are Process Improvement and Problem Solving. The instructor has excellent communication skill and explains very clearly." Li-Fen, Chen, Supervisor of Customer Service Department Chunghwa Telecom Co., Ltd (Taiwan) |
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“The most valuable topic to me is CSQS. The instructor has excellent communication skill with good voice quality. Moreover, he is very resourceful in customer service area.” Tsui-Tung, Chou, Administrator of Customer Service Department Chunghwa Telecom Co., Ltd (Taiwan) |
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“The most valuable topic to me is CSQS audit. The instructor has good pace in delivering the topics.” Peter Leung, Customer Services Manager The Hongkong Electric Co., Ltd. (Hong Kong) |
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All Performance Criteria are most valuable to me. The instructor is knowledgeable and able to give real cases.” Felix Chan, General Manager Case Specialist Limited (Hong Kong) |
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“Jason's training provides a comprehensive insight to customer service and how to apply the methodology to other area to improve performance and most important to reduce cost to serve. It provide a good mechanism to analyze the business process and add value to it. I sincerely recommend Jason's training” 「Jason的培訓能提供對顧客服務全面的知識，及教導如何應用CSQS於其他領域上，以改善表現及減少成本。課程能提供很好的機制，分析商業過程及為其增值。我衷心推薦Jason的證書課程。」 Vincent Tung, Senior Financial Controller Quality HealthCare Medical Services Ltd.（Hong Kong） 香港卓健醫療服務有限公司 |
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“Understanding the standard of CSQS is the most valuable topic to me. The instructor is knowledgeable and able to answer all questions. This workshop opened my eyes to the importance of CRM and allowed me to reflect in my company where we stand on our CRM.” Sheila Bala, Executive International College of Music, Berjaya University (Malaysia)
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"The CCSA is a very good lesson. The most valuable topic to me is Quality Assurance and the instructor is most effective in his skill in leading the participants to give their opinion." William
Ip, Chief Property Manager |
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"The most valuable topics to me are the Customer Service Center Analysis and the tools that we use to do analysis. The instructor is knowledgeable and helpful." Queenie Yu, CRM
Administrator |
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"CCSA is a Well Structured, Comprehensive tool appropriate for modern customer centric, service oriented organization" Nishan Ayomal
Gunasekera |
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"The topics and the course materials are well organized. The most valuable topics to me are the CSQS and Knowledge Management. The instructor is knowledgeable to the training topics. He is able to answer the questions effectively and can use good examples to explain the concepts." Eddy Lam,
Manager, Customer Account Servicing (Corporate) |
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"All topics covered were interesting. The most valuable topic to me is the Standard & Process Improvement. I am appreciate the instructor can present all the materials within a short period of time during the two-day training. Overall, it was a very good experience. The instructor was very cooperative during the sessions." Mr Sanjay
Prithiviraj Badal, Board Director |
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"All topics are well equally valuable and the instructor is knowledgeable." Ms Mohinee Devi
Napaul, Director |
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"The most valuable topic to me is CSQS. The instructor can effectively explain the concepts." Esther Fong,
Total Quality Manager |
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"The most valuable topics to me are the process improvement and problem solving. Good example can be effectively provided by the instructor." Sindy Leung,
Manager, Customer Account Servicing |
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"The presentation material is useful. The
instructor gives a good guideline for group discussion and able
to answer questions effectively. Quality Assurance is the most
valuable topic to me." Grana Wong |
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"The course topics have excellent applicability to supporting my customers especially the CSQS standard part. Instructor is excellent in time management and involves students in group discussion."
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"Excellent course to
provide customer service knowledge baseline and standard,
especially the topic of knowledge management. This course is
useful to all industries." Kay Kwok |
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"Fishbone diagram and 5 Why & How are most valuable topics. The instructor has very rich knowledge, speaks very clearly and can answer our questions effectively." Nexusguard Limited |
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"People say service
is an art because it is hard to define and measure, not to
mention how damaging it can be when service level fluctuates.
But with APCSC and its best-illustrated examples, art is turned
into science with CSQS and more importantly, with its advocacy
of knowledge management. Knowledge management have continuous
impact on business and the enterprise and it will
certainly further propel knowledge-based leadership to new
heights. Marian Xiao, CRM Manager |
| Certified Contact Center Manager (CCCM) |
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"The instructor arranged the group discussion effectively, and the topic on Managing People is useful." Cara Pang Consultant Aries Consulting |
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"Good presentation of the instructor! I like the group discussion in which many people shared their experience." Scottie Tang Senior Analyst Programmer Continuous Technologies Int'l Ltd |
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"The group discussion conducted by the instructor is effective. The topic on CRM is useful." Tommy Fung Assistant Vice President Continuous Technologies International Ltd |
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"Both the design of the curriculum and the
instructor are excellent. All topics are important to me, and
Managing Operations is the most valuable topic to me. The
instructor has excellent knowledge of the training topics and is
able to effectively answer questions and facilitate group
discussion."
Eva Sin |
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"Workforce Management is the most valuable topic to me. The
instructor is knowledgeable of customer service and good at
drawing the students into the group discussion." Richemont Asia Pacific Limited |
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"The instructor’s presentation is really effective and I like the video showed in the course." Thomas Kan Customer Service Supervisor International Herald Tribune |
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"The topics about Managing Performance and Managing People are valuable to me, and the instructor’s communication in the class is effective." Steven Law Property Manager Goodwell Property Management Limited
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“I've joined the course Certified Call Centre Manager in 2010 with Jason as our facilitator. He was excellent! Not only knowledgeable, but also effective in explaining the concepts in a simple way that we can understand easily. He also provided up-to date information of the market. His presentation skill & time management are also very good. It's my pleasure to join his class.”
Preston Wan, Customer Relations Manager - Infoline CLP Power Hong Kong Ltd |
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“I have joined the two days CCCM course in June 2010. I was impressed by the lecturer – Jason, his presentation and the documentation is persuasive and fruitful. I am in total agreement and concur with Jason's recommendations to my project. There’s no reason for not introducing the course to my working partners and all."
Rosanna Leung, Call and Care
Service Manager |
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“The topic Managing Performance to me is very practical and useful. This is an excellent course to inspire us the transformation of call centre to profit centre. Thank you."
Shirley Tang, General Manager |
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“In the CCCM course, Manage the Business Unit is the most valuable topic to me. The instructor is good at inspiring students’ thinking and mindset”
Cheung Ching Yeung, Senior Area
Manager |
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"Customer Service Statistics & Numbers is the most valuable topic to me. The topics and course materials are well organized. All the topics are presented appropriately in this 2-day course." China Telecom Global Limited |
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“The most valuable topic to me is Customer Relationship Management. The instructor gives us a good explanation on the CRM as a business strategy to serve customers for long-term value.”
Bobby Lim (Hong Kong) |
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“The most valuable topic to me is Managing Performance. Besides, the instructor has good time control.” Fion Lau, Customer Service Manager The Hongkong Electric Co., Ltd. Hong Kong) |
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“The most valuable topic to me is Managing Operations – KPI and
Staffing model. The instructor provides us very good examples
and leads us to think how to do.”
Gerri Chan, Manager Make the right call (Hong Kong) |
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"I had learnt a lot from the CCCM course and this is very useful for me to incorporate the methodology to our company."
Suki Ko,
Manager, Health Management |
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"This CCCM training is a good course for my daily operation. The most valuable topic to me is managing customer satisfaction."
Jennifer Chim,
Assistant Manager, Worldwide Reservations Centre |
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"The CCCM course is highly recommended! This is a changing point for me to think of turning the Cost Center to a Revenue Center. The Instructor is professional in sharing the current problems call centres facing and the trend in the market. The experiences sharing in the class also stimulates center center managers in thinking of what we need to do to advance further."
Candy Au
Yeung, Assistant Manager |
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"I find the CCCM course informative and comprehensive. And, the course instructor is resourceful to inspire experiential learning. I am more than happy to be a customer reference for the certification program."
Monica Lee, Assistant Client
Service Manager |
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"It is really a valuable experience to join the CCCM programme. I enjoyed so much in the class, especially the sharing of experience of various industries best practices and plan to join other programmes by APCSC for self development in future and recommend to my friends."
Angle Tang,
Customer Service Manager |
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"Many thanks for your coaching! We found the CCCM program very useful and it really makes our life much more easier as call center managers. Thank you."
Cary
Lee,Assistant Client Service Manager |
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"This course (CCCM) makes me think more about call center management, not only on Technology and Equipment, but also the core, People and their Attitude."
Claudia Lau,
Assistant Customer Care Hotline Manager |
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"This (CCCM) course has provided solid up-to-date market info in terms of what the challenges are faced by Call Centre nowadays and how problems can be tackled. It offered room for thinking which may change the way we think to align with market trends. Meeting with people from other organisations has facilitated experience sharing which is something we cannot achieve solely by reading industry publications. I'm glad I've had a chance to take part in this course"
Teresa Sze,
Program Planning Officer |
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"Thanks for very much! The course of CCCM provides the overview of setting up a new call centre in all aspects. After reviewing the course handbook & doing the project, it is very practical & helpful for my planning, implementing & monitoring the new outbound team. Thanks for giving me so much valuable opinions"
Samantha Wong, Team Leader, PCCW Ltd. |
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"The instructor can stimulate and motivate the discussion of the CCCM class - I learned a lot from the Instructor and also the participants"
Wing Yu
Tang, Manager IT Call Center |
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"The (CCCM) course provides a deep insight for all rounded knowledge"
Ben Wong,
Assistant Manager, Electronic Banking Services |
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"The CCCM training course was more than I expected. I was delighted with the training course & I found most sessions over the course were productive. It has enabled me to put my role into perspective. Also, the course is a wonderful opportunity to network with other professionals in and outside of your field to learn and share knowledge with others. Fun, interactive, easy to follow , excellent. I look forward to the next one!"
Sdanlia Wong,
Assistant Retention Manager |
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"I found the (CCCM) course content very comprehensive, able to provide a solid foundation to call centre manager and at the same time give the manager a broad view of the operation. For sure I will recommend those existing manager & their assistant to take this course."
Chun Ming Chan,
Customer Relationship Manager |
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"I found this course (CCCM) very comprehensive and systematic which induce lots of discussions among participants from different perspectives. Our instructor is very experienced in the topic and was able to arouse our interest and help us to refresh our knowledge and develop insight into practical situation. Moreover, the follow-up assignment and exam further strengthen my knowledge and really led me to review the whole customer contact environment without delay."
Priscilla Yeung,
Senior Customer Service Center |
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"It's quite valuable to take such a professional and systematic CCCM training, many practical and up-to-date techniques we could apply to our Call Center. Thanks for delivering the excellent course!"
Theresa Yiu,
Information Technology Manager |
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"During the implementation of our CRM system, some of the elements from your course (CCCM) really helped me on fixing a lot of issues. The course is really worthy for me!"
David Chan,
Customer Service Centre Manager |
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"The course (CCCM) is comprehensive and very practical to our daily call center operation, I have enjoyed and learnt much in sharing experience with other participants."
Ada Wu, Call
Centre Manager |
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" ....this is (CCCM) a well-run training program that interaction is encouraged intensively..."
Kennedy Tse,
Head of CRM |
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"CCCM is a good course for those professionals tasked with the set-up or improvement of a call center. The reading materials are detailed and useful templates are provided."
Michelle Redman,
Manager of Business Design & Integration |
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"Both my colleague and I have gained a lot from you - our best instructor. We appreciate very much can attend this course so that we get many valuable advise from you."
Josephine Leung,
Senior Manager, Customer Engagement Dept, |
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"The instructor can have clear demonstration in the training class."
Gloria Ngan, Customer Support Manager |
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"The course “Certified Call Center Manager” is an useful course and brings me many good ideas to improve my job. The instructor is most effective in facilitating group discussions throughout the course"
Li Ming Kit, Head of Call Center |
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"This Certified Call Centre Manager Program is good in providing a systemic and theoretical picture for Call Centre Manager to do reviewing on her/his existing call centre or planning for further development."
Kitty Wong,
Manager - Customer Attention Center |
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"This training (Certified Call Center Manager) is very comprehensive and can give participants a thorough understanding of how to be a conscious and competent call center manager." Margaret Lau,
Manager of Customer Service Division |
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"With the keen competitions among the property developers, upgrading the existing Customer Service Hotline Center is the priority strategy in our company. After completing the “Certified Call Center Manager” course, I find that there are still many parts in our hotline center need continual improvement. This course is valuable and provides many latest information and methods on running a successful world-class call center."
Grace Cheung, Call Centre Manager |
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"I enjoy the course very much and I will take your comments and apply them phase by phase."
Winnie Law,
Manager, Customer Care & Business Support |
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"Overall a worthwhile training program. Worth the time and also the money. Go for it! "
Mamata R
Talukdar, Customer Service Head |
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"The instructor is excellent and experienced who has really inspired our group throughout the two sessions to positive and creative thinking. The information is practical and applicable. The discussions were entertaining yet educational. Both my teammates and myself were geared up and the mission statement is crystal clear: World Class and no less! Thank you APCSC for a world class tutorial!"
Carrie K.
L. Kwok, Senior Business Manager, Senior Financial Advisor |
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"We have been commissioning HKCSC as our business consultant since May 2002 for setting up our personal insurance call center. We find your consultant is very experienced in call center operation. The skills and knowledge that you transferred to us are very practical and useful. With HKCSC, we are able to shorten our call center development time and avoid a lot of mistakes. But most important of all, we are able to build a competent call center management team through your consultant's teaching & inspiration"
Macy Lim,
Personal Insurance Manager |
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"Managing Technology
is very useful to me. It is totally applicable to support my
customers. The instructor is most effective in giving cross
industry examples."
Macy Lim |
| Certified Contact Center Analyst and Auditor (CCCA) |
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"The contribution of the introduction of CSQS to telecom service provider is three fold. Firstly, this validates and recognizes the ongoing passion and effort in searching the excellent customer service standards within the daily call center operation. Secondly, it represents a pioneer effort to practically recognize the impact and usefulness of CSQS standard in supporting the call center auditing and continuous improvement. Finally, the implementation of various analysis methods enables telecom service provider to perform even better of the customer service management in the competitive environment in both Hong Kong and China."
Simon
Lau, Unit Manager |
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"The customized on-site training provided by APCSC was professional and well designed to meet our specific needs. The responses from our customer service professionals were overwhelmingly good. The success of this training cultivates a positive service mindset that helps elevating our service level."
Carmen Lai,
Customer Services Manager |
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"Through the CCCA program, I have picked up the concept of world class call center standards and learnt how to streamline the business process in my call center. We applied the Best Practice by following the guidelines of CSQS. The implementation of these standards can definitely help us in building customer relations as well as future business development."
Daniel Lui,
Customer Service Manager |
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"The CCCA course enriched my ability in managing a call centre, especially the area on establishing good practice in the industry. I have been able to apply this knowledge to my work."
Rosanna
Leung, Manager
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"Certified Call
Center Supervisor (CCCS) and Certified Call Center Analyst and
Auditor (CCCA) courses helped me define our call center
requirements and assisted in our vendor selection process. I was
able to articulate our expectations, define targets we hope to
meet and map processes which are required when supervising and
monitoring call center performance.
Cindy Foo
|
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"A valuable course that equips myself and I'll share with my colleagues. A Successful Training!!"
Xemily Wu |
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"The CCCA program provides a detailed walk through of the Customer Service Quality Standard which gives me an opportunity to understand and plan ahead the quality improvement projects for our contact center. It definitely helps me to improve the service performance of our CS professionals."
Winnie Lai,
Assistant Customer Service Manager |
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"CCCS的培訓讓我獲益良多，教我如何周全地考慮問題，並用Fishbone, 5 Whys 5 Hows 方法令自己儘量想多些，避免了只用片面的,局部的方法去看問題和解決問題。真正感受到SUPERVISOR是必須站得高看得遠的一個角色。"
Bonnie Cheung, Supervisor - Operation AEON Credit Service (Asia) Co., Ltd |
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"Thanks so much for your comment and suggestion to improve my problem solving skill. The course (CCCS) provided us with a lot of time to do group discussion as well as role play which can make me to understand more in how to be an effective supervisor."
Bonnie Wong, CED
- Sales Fulfillment |
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"The most valuable topic to me is FAB, and the instructor is effective in leading group discussion and being a good facilitator."
Colina To, Assistant CRM Manager |
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"The course CCCS has provided me with lots of knowledge and hands-on experiment, from the class experience with my point of view and based on the annual appraisal performance on each staff."
Phourith Uch,
Call Center Manger |
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"Many thanks for your valuable course, and I really learn so much in it. I have improved a lot on leading a call centre team by using those techniques you have taught. It paves the way for my career path on call centre."
Max Ngan,
Customer Relations Supervisor |
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"The instructor is knowledgeable, presents ideas very well, and can get participants to involve in group discussions."
Elaine Chung,
Senior Support Specialist |
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"The most valuable topics are coaching and motivating staff. The instructor can really stimulate us in brain storming and both way communication."
Fanny
Chan |
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"The most valuable topic is time management. The instructor is most effective in coaching and role-play analysis."
Ella
Li |
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"The CCCS is really
useful in helping us to find out the way and best approach to
further improve our service. The course has spotted out the key
areas that would easily be overlooked and illustrated the
concepts in a practical way, and has strengthened my knowledge
to become a competent supervisor to drive my team towards
success.
Florence Leung |
|
"I really find your course useful to me and to the rest of my colleagues. After attending your course, we have made a presentation to our department. The points I selected have now became a new model in our Customer Service Centre. I hope that I can be nominated again by our company to attend your courses in the future. Thanks a lot for your teaching." Loretta
Yip, Account Service Manager |
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"It goes without saying that after taking the Certified Call Center Supervisor (CCCS) course, I am better equipped and am more confident in managing my team members and be prepared to meet future challenges."
Stella
Kwong, Accounts Service Manager |
|
"Certified Call
Center Supervisor (CCCS) and Certified Call Center Analyst and
Auditor (CCCA) courses helped me define our call center
requirements and assisted in our vendor selection process. I was
able to articulate our expectations, define targets we hope to
meet and map processes which are required when supervising and
monitoring call center performance.
Cindy Foo |
|
"This is a very valuable chance to attend this (CCCS) session. The learning content makes me refresh my mind and recall what I need to do in the most effective way" Venus
Cheung, Customer Care Supervisor
|
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"I think this CCCP class has helped me understand my function as call centre executive more effectively and it is a good idea to have this lesson for all professionals who strive to be in this call centre industry"
Novem To, |
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"Before the training, I had preliminary idea about "what's the best service" but I think it was not sufficient. After the training, I've learnt what's the best practices. I thought all colleagues should be more confident to work with the customers after the training."
Jodie Chan |
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"This on-site CCCP training was well organized. The case studies are very useful."
Ann Wong,
Membership Manager |
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"From the course (CCCP) discussions and exercise in this two days, I can learn the best practices, questioning techniques, control of the call and how to handle difficult customer, complaint handling .....etc. I am sure I will apply what I've learnt in the class at work and all these elements can improve my Customer Services Skill" Shirley
Hui, Customer Account Servicing |
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"This on-site training (CCCP) is well organised. We found some of the training topics are specially helpful e.g. attitude to customers, complaint handling, consultative telemarketing. The instructor could also give good examples to explain concepts and answer our questions."
Anita Leung, Asia Call Center Manager |
|
"The CCCP training I attended was very helpful. I have a much better and comprehensive idea on how we might better serve our customers..... Your lecture and slides were interesting and informative, and the workshop was excellent. Thanks again for sharing your talents and knowledge with me." Kennis Yung,
Business Development Manager |
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"The training (CCCP) is very practical and I am sure it's good to all Customer Service Officers"
Mary Ng, Customer Service Officer |
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"I would like to sincerely say thank you for the two-day Certified Call Center Professional course. The instructor's professional presentation and case/experience sharing impressed me very much. Specially, I believe the 'Call Center Best Practices are good for me to refresh my skills in my daily work. Once again, thanks!"
Alfred Cheung,
Customer Service Center |
|
"The Instructor is very professional and helpful."
Phyllis Li,
Helpdesk Support Analyst,
|
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"This course makes me feel very happy and lot of things to learn. Good!"
Paul Wong,
Senior Support Operator |
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“親切，能帶領學員投入及學習課程。十分專業！"
Paulo Chan |
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"The most valuable topic to me is the CSQS. The instructor is able to explain the topics at a good pace consistently and clearly. He allows us to have time to conceive the materials."
Rosemary Tung |
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"Thanks a lot for your well organization on this (Effective Telemarketing) training course. I really appreciate your arrangement and especially would like to say thanks to your instructor, I think she maybe the best in the industry. Her teaching is valuable for our Company. We also may attend more training courses organized by HKCSC which are relevant to our service center. Thanks!"
Dora Cheng,
Customer Service Officer |
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"I have attended several training courses that are highly practical to our staff. I would like to specifically recommend the "Effective Telemarketing Skills Workshop" to all call center specialists. Both the instructor and the course content are perfect!"
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"Fact speaks for itself. The unprecedented Tele-Sales Record of July 2002 with the amount exceeding $5,000,000 is really amazing! The content of the Effective Telemarketing Skill Workshop provides extremely useful sales techniques & solutions, in addition with role-plays, which marks a remarkable progress of our telemarketing skills. With an improved morale, ongoing brilliant results are not a surprise. We highly recommend this workshop to all the specialists in tertiary industry that is applicable for the professional telemarketing operation to an extraordinary degree.¡¨
Sony Corporation of Hong Kong Ltd |
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"The (CHSM) course had equipped me with the professional complaint handling skills, also an assist on communicating with customers and case investigation."
Xemily Wu,
Customer Care Executive |
|
"Thank you very much for your instruction. Your course (Complaint Handling and Stress Management) refreshed my fundamental customer service knowledge and helped me to gain an insight into the best practice of complaints handling. It is really worth sharing such skills with my company and colleagues. Again, thanks a lot!"
Kevin
Leung, Customer Service Officer |
|
"Thank you for conducting the Complaint Handling and Stress Management class, you provided valuable knowledge, experience and useful skills for me to develop my customer services' skills. And, your presentation and controlling rundown widen my sight; I am so happy to meet good tutor like you in HKCSC"
Jenny Ho,
Customer Services Department |
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"Thanks again for providing us this valuable experience...The trainer was very thorough in her preparation to understand the need and profile of our staff. For that reason, the (Complaint Handling) training was more relevant... It was a very enjoyable and worthwhile training"
Susann Ng,
Office Manager |
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"I can say that this is indeed a perfect (Complaints Handling & Stress Management) training course presented by the instructor. She gave clear explanation to all topics and perfect time management throughout the whole course"
Derek Tse |
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Customer Service Best Practice |
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"We would recommend the Customer Service Best Practice training to other colleagues. We found that it is good for improving the customer service efficiency. We understand that there is greater chance and better handling complaints. The training is useful, practical, advantages to the customer service work and aims to exceed expectation. We can have better understanding to the importance of customer service and the CS industry."
Customer Service
Officers |
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"The training was so interesting and helpful. It let everyone know how the 'best practice' worked in customer service handling."
Angus Chau |
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"After this lesson I have learnt that we needed to know what the customer thought. The lesson had many practices to increase our knowledge and there were some videos which greatly helped us to learn about the telephone attitude to customers."
Teddy Yu |
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"The training was very useful and added value to us. It could let us serve our customers better. Also, thanks Sandy for sharing some valuable experience to us."
Jacqueline Lee |
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"I thought the CSBP training was very good, content was useful and interesting. The training enabled me to learn the skills for how to become a professional Customer Service Professional ,e. g. customer services skills, communication, problem handling.... those knowledge and skills were useful and applicable to our daily job. Moreover, I thought the discussion and sharing were valuable reference. Thanks."
Joanne Tang |
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"The most valuable topics to me are the staffing model, workforce management and quality assurance. I think the topics of the course are applicable to support my work and my customers. The instructor is able to answer the questions effectively." Pippi Au Yeung,
Customer Service Manager |
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"The instructor is able to elaborate the points with examples and can stimulate the discussion."
Mr. Chung Tak
Hui, Senior Manager, Service Branch |
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"Once again, I would like to express our gratitude and appreciation of APCSC. The experiences and processes with CSQS helped us a lot to reinforce the good practices and give us a strong benckmark in customer services."
Edward Hui,
General Manager |
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"Most companies are really starting to understand the strategic importance of the customer service function, which is now being recognised as a professional discipline in its own right. Through its training courses , certification , forums and awards the APCSC is helping to further evolve CRM in Asia. At SWIFT we have established a strong ISO9002 based quality management system and we have mandated that all of our technical support staff must attain the APCSC certified professional status. We are proud to have our service achievements recognised by receiving these awards"
Kevin Lodge,
Head of Customer Service Asia |
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"I am very satisfied with the HKCSC Telemarketing workshop, through that intensive one-day seminar, I've learnt how to write a decent script, some very useful Unique Selling Point and Selling Technique."
Annie KO,
Marketing Manager |
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"...Very interesting and easy to understand through interactive role-play..."
Sapphire Chin,
Customer Service - Assistant Manager |