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The APCSC CSQS Roundtable
Registration is now
open! |
Ningbo,
24 March Shanghai, 26 March
Guangzhou, 27 March
The Asia
Pacific Customer Service Consortium has
successfully held a series of Customer Service
Quality Standard (CSQS) Roundtable in Hong Kong
and in other Asia Pacific Region (e.g.
Singapore, Taiwan, Malaysia, China and Sri
Lanka). We sincerely invite you to join the CSQS
Roundtable
in Ningbo, Shanghai and Guangzhou
respectively. Joining the seminar, you may share
with the industry experts and executives from
other commercial sectors, so as to explore more
business opportunities.
The
Roundtable will provide you a platform to
investigate with the experts of the Customer
Service industry from Hong Kong, Shanghai,
Ningbo and Guangzhou. Facing the deepening
financial crisis, challenges and opportunities,
we would like to invite you to join this Asia
Pacific CSQS Roundtables. Let's explore and
share the multiple effective solutions and best
practices of excellent Customer Service Quality
Standard together!
Topic:
How to
use CSQS to achieve Higher ROI
Case Sharing:
Case Studies -
China Pacific Life Insurance Co., Ltd.
(Ningbo
CSQS Roundtable)
Case Studies -
China Vanke Co.,
Ltd.、China
Unionpay Co., Ltd.
(Shanghai CSQS
Roundtable)
Case Studies -
Hong Kong
Broadband Network
Ltd.、CIBONet
(Guangzhou
CSQS
Roundtable)
Discussion Topic:
How
to revive consumer's market confidence by delivering
excellent customer services
Click
HERE for more Information
If you would like to join
our meeting, please click the button for registration
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Asia
Pacific Customer Service Contact
Center Salary & HR Policy Survey
2009 |
We are inviting
Best-in-Class companies from all customer
service sectors to participate in the
Asia Pacific Customer Service Contact Center
Salary & HR Policy Survey 2009,
with reference date: 1st of
January and July 2009.
Please click here to download the
more details and participation
form
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Best-in-Class CRM Customer Service and
Contact Center
Benchmarking 2008 |
 Please let us know if you would like to join
Best-in-Class CRM Customer Service and Contact
Center
Benchmarking 2008
so that we could provide a
free BIC self-assessment questionnaire
for you and some important information about the
benchmarking and you could have an earlier
preparation.
Also, if
you join Best-in-Class CRM Customer Service
Center Benchmarking 2008
by 31 March 2009,
you could enjoy Early Bird with
One CCCM worth
HK$8,800
or
One CCSA
worth HK$7800!
(Limited Offer)
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"Guided by the core value of
business integrity, sustainable growth and pursuit for excellence,
China Pacific Life Insurance devotes to create the most value for
customers, shareholders, employees and other parties interested by
sustainable operation and business innovation contributing to
society harmonization. We are not only focusing on business increase
but also on customer satisfaction by providing excellent service."
"This is the second time China Pacific
Life Insurance participated in the APCSC. We are honored to receive
two awards for our two branch companies. It further proves our
service quality and capability, and recognizes our persistent
philosophy in customer-oriented business practice. We will follow
this path and grow our company into a most trusted and respected
professional life insurance company"
Mr. Patrick Poon, Chairman of
Operation Committee
China Pacific Life Insurance Co., Ltd
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The Key to
Achieve Customer Relationship Excellence –
China Pacific Life Insurance Co. Ltd.
In this knowledge
email, we would like to share with you how China Pacific Life
Insurance Co. Ltd. Beijing Branch, the winner of Customer
Satisfaction Quality System of the Year 2006 (Insurance) and China
Pacific Life Insurance Co. Ltd. Shanxi Branch, the winner of
Consumer Relationship Marketing Service of the Year 2006 (Insurance)
achieves Customer Relationship Excellence.
Mr. Patrick Poon,
Chairman of Operation Committee of China Pacific Life Insurance Co.,
Ltd. pointed that the success of the company resides in its
integrated customer service operation system, multiple communication
channel, as well as the systematic performance assessment and
service quality improvement.
Close Contact with
Customers
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Set up
membership customer club, and contact customers through member
manual, brochure and press release, etc.
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Host large-scale
community activities, such as lectures about the meaning of
life, children education events and other activities for public
fare, to build up customer loyalty.
Multiple Performance
Assessment
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Perform post
performance assessment, and ensure constant improvement and
promotion of service quality through examining the quarterly and
yearly performance of each organization.
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Organize
business skill reviewing activities such as business skill
competition, Counter Operator Star assessment, etc., for
encouraging staffs to make constant improvements.
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Set up a mystery
customer team to evaluate staffs’ performance, classify, analyze
and file the collected information, and provide suggestions to
the departments related.
Constant Service
Quality Improvement
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Set “Service
Quality Measurable Parameters” and “Position Manual” for clear
job responsibilities and regular improvement on the workflow.
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Conduct mystery
customer management to assess and improve the mystery customer
team and evaluation methods, so as to assess staffs’ service
quality more accurately.
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Supervisors of
all levels review and communicate with their subordinates the
advice on improving service quality according to the performance
assessment results.
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Customer Relationship Excellence Awards:
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
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Congratulations to all the Individual Winners
for CRE Awards 2007!
REGISTRATION
CRE Awards 2008
NOMINATION |
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The Application of CRE
Awards 2008 is now opened!
The CRE Awards 2008 Welcome Pack can be
downloaded from the following link:
CRE Awards 2008 Welcome Pack
Latest Application Deadline:
24th January 2009 (Corporate)
31st March 2009 (Individual)
The CRE Awards Supplement:
21 July 2008
The Standard 28 July 2008
SingTao Daily G1-G12
The CRE Awards presentations took place on 27
June 2008.
2007 Winner Photos and
Winner Statement
Learn more about
the Customer Service Quality Standard (CSQS) for
CRE Awards Model and Assessment Process through
the following Global Certifications: CCSA and
CCSM
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Certified
Customer Service Analyst and Auditor (CCSA) |
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Hong
Kong, April 28-29, 2009
This
two-day CCSA course will cover the basic and advanced topics
in the latest development of Contact Center in terms of
technology as well as management concept, where the students
are able to learn how to interpret data gathered at the
Customer Service Center and leverage on the findings. The
CCSA class will guide you through the jungle of metrics to
enable you to take pro-active action, enabling Customer
Service Managers & Professional to deliver the best possible
service to your customers. |
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Key Benefits |
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Covering advanced analytical techniques used in the
customer service centers, data interpretation and
how to take action based on this analysis
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Providing a real life case study of the benchmarking
of customer service centers in Hong Kong, Taiwan,
Singapore and Malaysia
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Sharing knowledge through Peer-to-Peer consulting
opportunities and exercises to gain more insights
and visions towards customer service excellence
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Improving the participants’ understanding of the
need to perform periodic audits and how to measure
success
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Providing techniques on data preparation and
presentation to management for extensive customer
service performance reporting
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Equipping the participants with a comprehensive
understanding of auditing techniques used in
customer service and contact centers and to ensure
CSQS are implemented and followed
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Achieving internationally endorsed and recognized
Certificate on Customer Service and Contact Center
management, brining higher prospect to career
development
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The Essential Topics |
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Best-in-Class CRM Benchmarking
• 360
Degree Benchmarking & Improving for World Class
Standards
•
Customer Satisfaction Measurement
•
Mystery Calls and Mystery Shopping
•
Process & Performance
•
Technology
Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency
Customer Service Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review
CSQS and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card
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Process Improvement and Problem Solving
• Creating and Mapping Customer Service Processes and
Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis
Customer Service Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume &
staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaviour Analysis
• Trend Analysis, Prediction and Prevention
World-Class Customer Service Framework
•
Strategic Value of Customer Service
• World
Class Foundations
• The
Need and Benefits of Standard
•
Customer Communication Strategy
Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management
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View
the brochure to learn more about CCSA
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Testimonials |
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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), Cascade Ltd
"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
Hang Yick Properties Management Limited
The most valuable topic to me is CSQS. The instructor can
effectively explain the concepts."
Esther Fong, Total Quality
Manager
Eaton Hotel
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"CCSA is a Well Structured, Comprehensive tool appropriate for
modern customer centric, service oriented organization"
Ayomal Gunasekera,
Manager – Service Integration &
Compliance
Group Service Delivery Management
"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
Customer Service, New World Telecommunications Limited
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
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Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
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(c) 2009 Asia
Pacific Customer Service Consortium Ltd. All
Rights Reserved
The information contained in this
email is copyright of APCSC and may not be
duplicated or distributed without the express
permission in writing from APCSC, unless the
layout, content and formatting remains unchanged
or modified. |
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Tip of The Month
is normally available to our members only. If you would like to
continue to receive our Tip of The Month, we invite you to try a
FREE 3-month Individual Membership,
with no obligation. Please visit
http://www.apcsc.com/cgi-bin/global/memoverview.asp and complete
the membership registration page.
If you do not
wish to receive further information, REPLY and
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