Instructor Profile

Mr. Jason Chu 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 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 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

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 Pacesetter Award – 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.

Ms Lau’s strong consulting and training experience in various industries make her work with the clients very practical with consistent positive business impact.
   
Mr. Tan Kheng Seng Tan 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 professionals.

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.
   
Mrs. R. Lam Mrs. 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.