Mr. Jason Chu is the Founding
Chairman of the Hong Kong Customer Service Consortium (HKCSC)
and Asia Pacific Customer Service Consortium (APCSC).
Mr. Chu 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, Mr. Chu has led the consortium effort in
developing the Customer Service Quality Standard (CSQS) in
setting international standards and world class
framework for customer service organizations. He is the
pioneer of innovative customer service research
including eSurvey on Internet Banking, Securities and Travel
Services, CRM and Call Center Benchmarking in Asia
Pacific, Customer Satisfaction and Aspiration Survey
and other international standards in Asia, Australia and the
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 call center and
customer service industry, including the Certified CRM
Director, Certified Call Center Manager, and Certified
Customer Service Analyst & and Auditor training curriculum
and recently the Certificate in Customer Service
Management approved under the Continuous Education
Fund (CEF) under Hong Kong SAR Government.
Mr. Chu received his BS and MS degrees in Industrial
Engineering and Operations Research from the
University of California, Berkeley. He is the
President of the University of California Alumni Association
in Hong Kong and a guest Lecturer at the Hong Kong
University of Science and Technology and other
universities. He is a speaker of high demand at conferences
and workshops to senior executives on developing customer
focused organizations and building CRM and customer loyalty.
Ms Sandy Lau is the Director and
Instructor of Hong Kong Customer Service Consortium (HKCSC)
& Asia Pacific Customer Service Consortium (APCSC). She has
over 18 years
of Customer Service/Call Center, Training, Operational
Management and Consulting experience in various industries,
including banking, healthcare services, insurance, FMCG,
telecommunications, logistics etc.
Ms Lau was the General Manager
of Support Technologies Inc. Ltd, a US premier Help Desk
outsourcing service provider. The Company received 1999
– Ranks among top 10 fastest-growing private companies in
Atlanta. Ms Lau started Support Technologies’ operation in
Asia. In 1998, Lau successfully launched the Help Desk 2000
membership organization and Certified Help Desk Training,
the first of its kind in Hong Kong. Lau also received the
Company’s CEO Choice
Award in recognition of her entrepreneurship and
commitment in exceeding customer expectation.
strong consulting and training experience in
various industries make her work with the clients very
practical with consistent positive business impact.
Tan Kheng Seng
is a trainer and facilitator in high demand with over 10
years of consultancy and line management experience. He
is currently based in Singapore and involves heavily in the
training & development of call centre management and service
Tan has extensive training experience on various levels of leadership
and professional programs and in different countries including
Malaysia, Thailand, Singapore, Indonesia, Hong Kong, China,
Taiwan, Australia, New Zealand and the UK.
Tan, until recently, was holding the position of Senior Manager
(Call Centre Business Process & Training) at the largest
telecom organization in Singapore. He is also a Member of the
Quality Society of Australia (MQSA) and an accredited user of
DiSC Behavioral Profiler.
Lam has over 10 years of training and development experience.
Her expertise lies in the areas of Management Development, Team
Building, Customer Service and Sales Training. She has extensive
training experience in various financial sectors.
Mrs. Lam currently is the Training and Development Manager
of an international insurance company. One of her key roles
is to provide telemarketing skills training for a Call Center
with over 300 seats.