Certified CRM Director (CRMD)

"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
Quality HealthCare Medical Services Ltd.


"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
New York Life Insurance


Certificate in Customer Service Management (CCSM)

The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class.

Joanna Chan

Assistant Customer Service Manager

        AXA China Region Insurance Company


I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying.

Cheryl Fung

Associate Director

Quality HealthCare Medical Services Ltd.


Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction . 

Sunny Pang

Supervisor (CESC)

The Hongkong Electric Co., Ltd.


What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team.

 

Daisy Tse

Senior Customer Service Officer

AXA China Region Insurance Company


In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding.

Katherine Mak

Customer Support Manager

Make The Right Call


知识管理、营运管理和CSQS等题目对我来说都非常有价值。导师对各行业动态都非常了解并能够融入教学中,这点让我最欣赏。希望以后多在广州举办类似课程的培训。  

 

丘伟祥

至尊服务总监

仲量联行物业管理有限公司


课程中最有价值的内容是CSQS标准解读和案例分享,其中案例《Would I inspire me?》具有高度启发性。培训课程中,导师会积极鼓励学员参与讨论及分享

王慧
运营经理
海尔海外电器产业有限公司


我认为人员管理和鱼骨分析方法最有价值。导师专业性强,还会与学员及时互动。

赵炳山

备件供应链长

海尔海外电器产业有限公司


鱼骨图分析和领导力对我个人而言是最有价值的题目。导师上课非常详尽。

王星明

质量经理

海尔海外电器产业有限公司


我最欣赏CRM管理和内容分享等题目,认为具有高度的价值。希望以后可以从导师这里分享到更多行业最新动态和优秀做法。

程慧娜

呼叫中心经理

海尔海外电器产业有限公司


培训课程中分享了很多优秀案例,而且案例选择非常具有针对性,其中《Would I inspire me?》对我来说最有价值,受益匪浅。导师谦和、敬业,是个好导师。

马德强

副总经理

中邮人寿保险有限公司江苏分公司


流程改善与问题解决及CRM方面的讲解非常有价值。导师案例分析说明生动有趣,受益匪浅。

尤晓雯

业务经理

远传电信股份有限公司


课程中优质顾客服务标准四大重点框架的讲解非常深入有意思。

卓佑柏

   业务暨通路管理事业群经理

远传电信股份有限公司


CRM相对论、鱼骨图及5why5how分析结合案例非常实用。导师细致全面并有案例点评和讲解,用简单的话语解释复杂的条文,课程融入很多讨论,不沉闷。总体来说整个课程有效实用。

麦当劳(中国)有限公司


这次培训课程信息量大,有关流程管理、资源管理及CRM方面的讲解印象深刻。导师案例准备充分,极具参考价值,举例生动有趣。

周裕宏

资深客服专员

台湾之星电信股份有限公司


通过培训,较好的理解了如何评价及建设世界级call center 的标准及方法,对标准有了一定的了解,对于自身的工作有很大的帮助。通过学习希望能实际帮助我们call center 的管理提升。非常感谢导师的专业授课及精彩的案例分析。课程中提到的鱼骨图、5why 5how模式、知识库及顾客满意度管理的讲解对我来说都是非常有价值的。导师非常专业且敬业,讲解很有耐心。

刘才华

客户服务部高级经理

TCL多媒体科技控股有限公司


朱主席授课非常专业,分享了很多其它企业的成功案例,深受启发。课程中提到了对客户服务的创新方面的方法及经验,对于从事顾客服务行业者来说也是非常有价值的。

谢一杭

经理

TCL多媒体科技控股有限公司


课程中对process improvement的讲解对我启发颇深,导师善于开发学员的思考模式,并且积极鼓励学员参与到讨论及分享环节。

李岳

服务质量部业务经理

北京首都国际机场股份有限公司


我认为课程中有关人员激励、CRM project 、5Why 5How 分析法及SLM是最有价值的。导师案例分析部分非常精彩,受益匪浅。

黄致颖

专案副理

台湾之星


导师分享了很多成功的案例,赞赏和肯定每个人的表现。我觉得5 why 5 how分析法和客户类型的分析对我来说是最有价值的。

王燕玉

客户服务部经理

友邦保险有限公司北京分公司


四天的CCSM课程使我收获很多,我会将所学知识积极运用于工作当中。我认为课程中提到的鱼骨图、5 why 5 how分析法及激励员工这三方面是最有价值的。导师对问题思考深刻,可以适时给出指导意见和建议。 

吴思伊

客服部主管

友邦保险有限公司北京分公司


整个课程安排合理,教材内容丰富。导师博才多学,课程中有关领导者的影响方面很有启发。

张维

营运总监

友邦保险有限公司北京分公司

CCSM课程的整体效果都很好,课程内容丰富,与企业发展联系紧密。导师知识面广,上课很有自己的风格。课程中有关激励员工及知识管理的课题最令我受益匪浅,非常感谢!

查振华

Process Supervision Engineer

China Telecom Global Limited


课程整体效果非常满意,其中,鱼骨图、5 why 5 how分析法及CSQS标准对我来说是最有价值的。导师具有良好的演讲技巧,讲课节奏控制得非常好,课程涵盖的信息量大,受益匪浅。

 

邹竞成

Team Leader Assistant
China Telecom Global Limited


我非常欣赏导师在顾客服务方面具有丰富的知识,管理审查方面的课题对我来说最有价值。

Elmar LOK

Customer Service Manager

上海港汇房地产开发有限公司 – 恒隆地产


我觉得CCSM课程中最有价值的是管理责任、资源管理、管理表现这三方面,使我很受启发。

陆经

高级经理

上海港汇房地产开发有限公司 – 恒隆地产


我认为Service Blue Print、RCA及鱼骨图最有价值。导师非常友好,耐心认真地解答问题。

张翠翠

北方区客户联络中心主管

中外运-敦豪国际航空快件有限公司


最有价值的题目是鱼骨图分析,让我受益匪浅。

张一帆

全国客户服务夜班经理

中外运-敦豪国际航空快件有限公司


It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing.

Christina Chow

Care Management Specialist

Celki VitalAire

 


The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard.

Amos Cheng

Customer Care Manager

Hutchison Telecommunications (HK) Ltd

 


Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example.

Daze Yiu

Senior Purser/ Assistant Manager , Cabin Crew Performance

Hong Kong Airlines

 


Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you.

Jimmy Chau

Customer Services Duty Manager

Hong Kong Aviation Ground Service

 


The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples.

Carrie Mo

Senior Purser/ Assistant Manager

Hong Kong Airlines

 


Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me.

AXA China Region Insurance Company Limited

 


Customer Service Quality Standard, Managing People & Performance are the most valuable to me.

Isis Chung

Supervisor, Quality, Safety & Security

Hong Kong Aviation Ground Services Limited

 


Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard.

Hong Kong Tourism Board

 


The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers.

Gina Du, Customer Contact Center Supervisor
DHL Express (Taiwan) Corp.


The most valuable topic to me was managing people. It's a great experience during the course.

Gary Liu, Property Officer
Henderson Land


The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!

Candice Lo, Head of Distributor Enquiry
AXA China Region Insurance Company Limited


The most valuable topics to me were 5 Whys & 5 Hows and CRM. The instructor has highlighted on the key indicator of problem solving and he has good sharing of experience.

Joni Lau, Assistant Manager
Prudential Hong Kong Limited


The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management.

Elaine Liu, Customer Care Supervisor
The Hong Kong Jockey Club


CSQS是一套完备、逻辑严谨的服务标准,其中包含的工具及方法论对于提高服务管理能力具有很高的指导意义。通过4天的培训,使我按照CSQS标准的思路对自己的业务进行了一次深入地审视,发现不足与改善点,也希望可以通过执行CSQS标准,提升我的业绩和发展

史英峰

亚太区域服务经理

海尔集团电器产业有限公司


Social Media 用户的满意度部分对我最有价值。导师有大量的实例分享、知识丰富。

陈芳龙

海外呼叫中心主管

海尔集团电器产业有限公司


朱主席对于客户服务的专业见解和良好的课堂掌控使得我们在有限的课堂学习时间里了解更多的行业技能和信息,收获良多。朱主席给我们分享了很多Best practice,对于我们今后提升公司流程和服务有很大的帮助和启发,非常感谢!通过4天的课程,在CSQS, CRM等方面受益匪浅,也希望以后有更多机会参加APCSC开展的课程,也祝APCSC越办越好

杨蓓

Customer Contact Center Supervisor

中外运敦豪国际航空快件有限公司


导师CSQS的解读比较深入,流程的改善那块用讨论和实践的方式非常好,对日后工作有较大启发。导师对小组讨论后的点评很精辟,对课程及时间安排得很准确、到位,通过练习让知识更多好理解。CSQS, 鱼骨图, 5why 5how, Managing people这些题目对我最有价值。

陈晓莲

账务主管

中企网络通讯技术广州分公司


培训内容充实,既有理论知识,又有实践分享鱼骨图分享能对发现问题进行深入分析,很好的工具。导师案例准备充分,有很多参考价值。内容全面,很好的一次培训

顾怡芸

客户服务部经理

友邦保险有限公司上海分公司


整个课程内导师为学员提供具有国际视野的分享和引导,为学员提供交流分享的平台,导师知识经验丰富。CRM, CSQS, Problem Solving课程对我很有帮助。同时,还学习到不同行业的客户服务管理资讯和经验。课程内容具国际视野,能为学员带来新的资讯。5Why & 5How对深挖问题具有启发性,为学员创造交流学习平台,打开视野。导师具有专业性,分享相关行业典范,耐心解答学员提问,能为学员创造沟通、讨论的机会和平台,学习增长经验。

李冬霞

南中国区电话营商中心经理

友邦保险有限公司广东分公司


课程学员间的互动能较好增加知识的快速学习。导师专业性较强,能用理论性的工具解答学员提出的问题,引导学员自己思考。Customer service centre analysis, quality assurance, CRM  对我最有价值。

陈志成

客户关怀总监

第一线集团


小组讨论与导师评论内容都非常丰富。案例非常具备代表性和针对性,导师建议亦很有参考价值。Quality Assurance课题对我最有价值。

冼俊杰

客户服务中心助理经理

第一线集团


课程实用性高,能结合行业案例进行概念阐述Five Why Five How, people management题目对我最有价值。

李冠一

Lenovo在线服务客户体验项目经理

联想服务


一次很深奥却极其有用的学习,对我今后的工作帮助很大通过培训应该能自己最大力量增加客户满意度。导师解释清晰,时间把握准确,非常专业、耐心。CRM, Leadership题目对我最有价值。

陆乾豪

中国电信


导师知识面广、理论扎实、授课条理好。如何构建基于社交媒体的优质客服对我最有价值。

苏怡然

中国电信


CSQS平衡计分卡十分有效,知识量丰富,非常实用。导师知识丰富,有很多其他公司的经验来分享,有案例的运用,提供平台让学员互相交流。CRM, CSQS, KM, QA对我最有价值。

汪琦

中国电信


怎样跟不同类型的顾客沟通, 鱼骨图及5W5H分析对我最有价值。导师与学员沟通互动比较多, Nice。总体很不错,学到不少知识和理念。

Daisy Dai

Team Leader - Internal Audit Department

AEON Information Service (Shenzhen) Co., Ltd.


The most valuable topic to me was Managing People. Most effective about the instructor was his time management, valuable discussion and exercises, good visual aids. The course is very useful. Jason motivates all students and gave us a lot of positive energies other than knowledge. 

Carol To

Project Team Leader

Make The Right Call

 


The most valuable topics to me were Managing Performance & CSQS Assessment. Most effective about the instructor was PowerPoint Presentations; and he encouraged students to participate in discussion. Class contents were useful; group discussions and case studies benefit to me. Thanks. 

Pinky Mui

Branch Manager

The Hong Kong Jockey Club

 


The most valuable topics to me were Managing People, Process Improvement and Problem Solving. Good video sharing in the class.  

Rainie Chan

Assistant Branch Manager

The Hong Kong Jockey Club

 


The instructor’s delivery was very clear and systematic.  The most valuable topics to me were managing Customer Satisfaction 

Amy Leung

Claims Officer

The Hong Kong Jockey Club

 


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.

James Davison

Head of Operations Strategic Projects Office

AIA Bhd

 


Most effective about the instructor was provided past reports of CCSM and his leadership. 

Yau Po Yan, Valentina

Hang Lung Properties Limited

 


Most effective about the instructor was his knowledge in the field and clear delivery.  Managing Operations is the most valuable topic. 

Koid Seow Peng

Manager

AIA Bhd

 


People management is the most valuable topic.

Sharon Cheok

Senior Manager, Client Services

Manulife (S) Pte Ltd

 


Process improvement is the most valuable topic.

Mandy Chan

Senior Manager – Airport Services

Hong Kong Airlines Limited

 


The most valuable topic to me was CRM.  Most effective about the instructor was examples and case studies.

Vincent Tan

Client Experience manager

Manulife (S) Pte Ltd

 


Knowledge management and process improvement were the most valuable topics to me.  Most effective about the instructor were managing a business unit, visuals, case sharing, and ideas.

Flora Lee

Claims & Betting Rules Manager

The Hong Kong Jockey Club

 


The most valuable topic to me was CRM.  Most effective about the instructor were the presentation skill and inspiration. 

Janet Lai

Customer Service Officer

Nexusguard Limited

 


CSQS and people management were the most valuable topics to me.  Instructor keeps asking questions and organizes discussions which I think was effective.

Jimmy Lam

Officer

Hang Lung Properties Limited

 


The most valuable topic to me was knowledge management.

 Michaela Lo

Business Director

Reception Expert

 


非常好的系统培训,令我对客户服务有了新的认识。课程理论很有系统,當中我觉得最有价值的题目是流程改进,项目改进。导师博学,耐心及专业,工作态度好,带病坚持上课。

杨阳

客户服务中心襄理

友邦保险有限公司深圳分公司

 


课程框架清晰,讲解仔细。最有价值的题目是分析工具,包括鱼骨图和5 why 5 how和客户满意度调查。导师知识全面,随时指导,值得欣赏。

李芊芊

重要客户支持主管

DHL中外运敦豪国际航空快件有限公司

 


最有价值的题目是赞赏流程的介绍及customer style, 最值得欣赏是导师知道很多分享的案例, 有很多世界性的案例很有参考价值, 能够提供一个交流平台让我见识了很多不同行业的管理, 客服体验, 受益匪浅, 非常感谢!

Katrina Liang

Customer Service Supervisor顾客服务主管

友邦保险有限公司广东分公司

 


导师专业,认真,敬业。CSQS体系建立及同學分享這两課題最有价值。

于沣

经理
友邦保险有限公司深圳分公司

 


Problem solving & cause rooting are the most valuable topics. The instructor is good at patience, answering questions and time control. Effective motivate students to try their best to finish the exercise within the time frame.

蕭靜芬

Assistant Marketing Services Manager市场服务副经理

上海会德丰广场发展有限公司

 


CSQS 考察标准CSQS 及考察表非常有用。

黃芸

高级礼宾部经理

上海会德丰广场发展有限公司

 


最有价值的题目是鱼骨图分析及5why 5 how。导师博学并有独到的视角,能加强学员参与性,值得欣赏。

聂玉国

总经理助理

中国太平洋人寿保险股份有限公司 长沙营运中心

 


课题内容清晰,综合实践,容易理解和接受。最有价值的题目是5why 5 how。导师经验丰富及有耐心。

邓小勇

客户关注夜班经理

DHL中外运敦豪国际航空快件有限公司

 


最有价值的题目是customer relationship management。 

朱晓迎

运营经理

联想(北京)有限公司

 


It is a very good course to understand the trend of latest contact centre position and development. A very good CSQS Standard to align the industry and service quality. The most valuable topics to me are other companies’ sharing on Knowledge Management Development and Value One Call. The most effective about the instructor is his presentation skill with case studies and his knowledge in the industry.

Rosanna Leung

The Hong Kong Jockey Club

 


The most valuable topics to me are the Customer Service Quality Standard, Problem Solving and Customer Relationship Management. The most effective about the instructor is his Illustration on best practice and market benchmarking; also he clearly elaborates the market practice to the class.

Andy Chu

The Hong Kong Jockey Club

 


The most valuable topics are the Customer Relationship Management, process Improvement and Problem Solving. The most effective about the instructor is he used good and interesting examples to explain concepts.

Ginny Pang

Hang Yick Properties Management Ltd

 


"The most valuable topic to me in this course is to understand that customers need to be told when service improvements are made to complete the cycle. The instructor is knowledgeable and his practical application is something that helped greatly in the learning. Over all, I enjoyed the course and it was a good opportunity to learn about the details that make a contact centre or other cost centre department add value."

Windez Wui, Officer, Learning & Development

RHB Bank Berhad

 


"The most valuable topic to me is all about analysis and Managing Business Unit. The most effective about the instructor is that he is knowledgeable. Keep up the good work to achieve success!"

Marco Kuhuwael, Customer Service Manager

PT. Plaza Indonesia Realty, Tbk

 


"The most valuable topic to me is the Customer Service Quality Standard and Quality Assurance, and the most effective about the instructor is he is knowledgeable and able to share his view on the subject matter. Very interesting course with group participation. Able to network and understand from each participant’s different conditions. The instructor was able to bring the main point of the topic and present to the class."

Joseph Ng, Contact Centre Supervisor

DHL Express (Singapore) Pte Ltd

 


"The most valuable topic to me is the Actual Audit & Quality Standard. It’s a well planned and executed training."

Desmond Leo, Key Account Support Manager

DHL Express (Singapore) Pte Ltd


"That is a great course with valuable and interesting sharing; relevant and fun platform of learning from the experiences and professionals from various industries. The most valuable topic to me is the Process Improvement & Problem Solving."

Darren Shi, Executive, Service Quality & Public Relations

RHB Bank Berhad Singapore

 


"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
Assistant Manager, Learning & Development
Hang Lung Properties Limited
 

"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."


Gannis Yuen
CTO & VP
Pacific Technology Engineering Ltd.

"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
Assistant Manager
Learning & Development HR
Hang Lung Properties

 

"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
Manager
Corporate Development
Land Transport Authority (Singapore)

 

"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
Contact Center Manager for Contact Center
XL Axiata Tbk
PT VADS Indonesia

 

"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
Senior Property Officer
Hang Yick Properties Management Limited

 

"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
PT VADS Indonesia

 

"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
Hang Lung Properties Limited

 

“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
Manager, Customer Services & Retention
MetLife Limited

 

“Processing improvement, problem solving and managing people are the most valuable topics of the courses.”
 

Chan Tat Ming
Unit Manager
CSL Limited

 

“Processing improvement, problem solving and managing people are the most valuable topics of the courses.”

Choi Wai Yik, Vincent
Property Officer
Well Born Real Estate Management Limited

 

“CSQS standard and managing people are the most valuable topics of the program.”

Sin Ting Fung Bosco
Unit Manager
CSL Limited

 

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
客服督導
程曦資訊整合股份有限公司


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
科長
人事行政總處


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
Technical Services Manager
台灣DHL Express


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
Customer Care & Key Account Desk Manager
台灣DHL Express


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
協理
星展銀行(台灣)


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
副理
星展銀行(台灣)


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
美國友邦保險有限公司廣東分公司


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
客户服務中心經理
美國友邦保險有限公司廣東分公司


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
Global Technical Service Manager
Victrex Manufacturing Limited


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
Finance Manager Asia Pacific
Victrex Manufacturing Limited


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
副理
臺灣人壽保險股份有限公司


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
經理
臺灣人壽保險股份有限公司

Heh Shu Shing, Manager
Taiwan Life Insurance Co. Ltd


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
生命人壽保險公司


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
生命人壽保險公司


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
主任管理師
中華電信股份有限公司

Michael Chang, Director of Customer Service
Chunghwa Telecom Co., Ltd.


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
管理師
中華電信股份有限公司


"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


"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

The Hongkong Electric Co., Ltd.


"The topic about CSQS is really valuable."

Helen Chan

Manager, Customer Service

Federal Express (Hong Kong) Limited


"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


"Quality Assurance”, and topics on Managing Performance and CSQS are most valuable to me."

Jennifer Sham

NSG Manager (Customer Service Manager)

QNet Limited


"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


"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


"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


"The courses about Business Process, Workflow Improvement and Managing People are valuable to me."

 

Maggie Wong

Tenant Service Manager

Hopewell Centre Management Limited


"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


 

"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


"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


"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


 

"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
Telebet Support Manager
The Hong Kong Jockey Club


 

"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
Telebet Manager
The Hong Kong Jockey Club


 

"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
Senior Tenancy Service Officer
The Great Eagle Properties Management Company Ltd (Citibank Plaza)


 

"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. "


The Great Eagle Properties Management Company Ltd (Citibank Plaza)


 

"Customer Service Quality Standard (CSQS) and Satisfaction Survey are the most useful topics for me. "

Brian Wan

Customer Service Manager

Nexusguard Limited


"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


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


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
Manager
永旺资讯服务(深圳)有限公司


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
Assistant Manager

永旺资讯服务(深圳)有限公司


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
Assistant Section Head
永旺資訊服務(深圳)有限公司


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
Assistant Team Leader
永旺資訊服務(深圳)有限公司


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
客联中心主管
DHL-Sinotrans International Air Courier Ltd.


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.


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.


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
Customer Service Development Manager
DHL Express (Singapore) Pte Ltd


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
客服副總監
順豐速運(集團)有限公司


课堂中可以通过讨论对题目有更深刻的理解。Process Improvement & Problem SolvingManaging 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


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


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
资深软件开发经理
中国太平洋人寿保险公司


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


“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,


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
Hopewell Real Estate Agency Limited


“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)


“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)


“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) 


“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)


 “The instructor has provided good information in adjusting or improving the topics for group discussion."

Pik Shin Wong, Lecturer

KDU Colleage, (Malaysia)


“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)


 “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)


“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)


“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)


"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
MegaBox Management Services Ltd.


「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)


"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
Assistant Co-ordinator - Contact Centre Workforce Management
Dialog Telekom Ltd.


"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)
Dialog Telekom Ltd.


"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)
Dialog Telekom Ltd.


"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 
Dialog Telekom Ltd.


"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
Dialog Telekom Ltd.


"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
Dialog Telekom Ltd.


"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
Dialog Telekom Ltd.


"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)
Dialog Telekom Ltd.


"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
Dialog Telekom Ltd.


Certified Customer Service Analyst and Auditor (CCSA)

"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


"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


“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
Hopewell Property Management Co., Ltd.

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.


“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)


“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)


“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)


“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)


“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)


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)


“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


“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)

 


"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 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
UL International Limited (Hong Kong)


"CCSA is a Well Structured, Comprehensive tool appropriate for modern customer centric, service oriented organization"

Nishan Ayomal Gunasekera
Assistant Manager - CS (Service Delivery Management)
Dialog Telekom Ltd
 


"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


"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
Mauritian Quality Institute


"All topics are well equally valuable and the instructor is knowledgeable."

Ms Mohinee Devi Napaul, Director
Mauritian Quality Institute


"The most valuable topic to me is CSQS. The instructor can effectively explain the concepts."

Esther Fong, Total Quality Manager
Eaton Hotel


"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
Cascade Ltd


"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
Customer Service Officer
Nexusguard Limited
 

"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."


Anson Wong
Customer Service Officer
Nexusguard Limited


"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
Customer Service Officer
Nexusguard Limited


"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


"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.
APCSC is also an international organization with strict educational standards and a big heart: it not only embraces all market leaders from various industries but also spares no effort in helping those that are striving to upgrade their service level from good to excellent, ultimately to turn their customer service center into a strategic business unit."

Marian Xiao, CRM Manager
AIA Guangzhou, China


Certified Contact Center Manager (CCCM)

The most valuable topic to me was Managing Performance.  New technology update & case sharing are appreciated.

Sara Wai, Manager
Customer Services, QHMS


"The instructor arranged the group discussion effectively, and the topic on Managing People is useful."

Cara Pang

Consultant

Aries Consulting


"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


"The group discussion conducted by the instructor is effective. The topic on CRM is useful."

Tommy Fung

Assistant Vice President

Continuous Technologies International Ltd


"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
Senior Customer Relations Officer
QNet Ltd.


"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


"The instructor’s presentation is really effective and I like the video showed in the course."

Thomas Kan

Customer Service Supervisor

International Herald Tribune


"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


 

“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


“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
Senior Citizen Home Safety Association

“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
Hopewell Real Estate Agency Limited


“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
 Hong Yip Service Co., Ltd


"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


“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)


“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)


“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)


"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
Bupa (Asia) Ltd


"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
Shangri-La Hotels & Resorts 


"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
BUPA Health Insurance


"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
HSBC Life (Int l) Ltd


"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
Bank of East Asia


"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
HSBC Insurance


"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
SUNDAY Corporation


"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
O2F eCRM Centre, Hong Kong CSL


"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.


"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
Hong Kong Hospital Authority


"The (CCCM) course provides a deep insight for all rounded knowledge"

 

Ben Wong, Assistant Manager, Electronic Banking Services
BNP Paribas


"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
SmarTone Mobile Communications Limited


"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
Hong Kong CSL Limited


"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
New York Life Insurance Worldwide Ltd.


"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
Procter & Gamble (China) Ltd.


"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
Hong Kong Oxygen


"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
CL Technical Services Ltd


" ....this is (CCCM) a well-run training program that interaction is encouraged intensively..."

 

Kennedy Tse, Head of CRM
Eagle Star Insurance Group


"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
A Multinational Banking Corporation


"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,
HK Broadband Network Ltd


"The instructor can have clear demonstration in the training class."

 

Gloria Ngan, Customer Support Manager
The Hong Kong Jockey Club


"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
Bank of China, Hong Kong


"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
Fuji Xerox (HK) Limited


"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
ING Life Insurance


"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
Hong Yip Service Co Ltd


"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
Zurich Insurance Company


"Overall a worthwhile training program. Worth the time and also the money. Go for it! "

 

Mamata R Talukdar, Customer Service Head
UL India


"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
American International Assurance Company (Bermuda) Ltd.


"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
Dao Heng Insurance Co. Ltd.


"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
Berkeley Consulting Group
 


Certified Contact Center Analyst and Auditor (CCCA)

"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


"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
Exel (HK) Ltd


"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
SUNDAY


"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
SUNDAY

 


"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.
The auditing techniques which were presented in the course allow me to provide follow up to call activities and assist in planning our field needs as well as call center resources and requirements. We can be much more pro-active by analyzing the data being collected by our call centers, which will also assist us to improve customer satisfaction and service quality.
I found the courses to be highly effective and valuable. Course material was well prepared and organized. In addition, the facilitators overseeing the exercises and activities were excellent. I found the material to be very informative and it has provided a knowledge which I can apply in the future as well as today. I would highly recommend using HKCSC’s programs and courses."

 

Cindy Foo
Motorola Asia Pacific Ltd.

 


"A valuable course that equips myself and I'll share with my colleagues.  A Successful Training!!"

 

Xemily Wu
Exel Hong Kong Ltd.


"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
Exel (Hong Kong) Limited


Certified Contact Center Supervisor (CCCS)

"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


"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
Hong Kong Broadband Network Ltd.


"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
Bristol-Myers Squibb (HK) Ltd


"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
CamGSM Co., Ltd. Cambodia


"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
Octopus Cards Limited


"The instructor is knowledgeable, presents ideas very well, and can get participants to involve in group discussions."

 

Elaine Chung, Senior Support Specialist
PriceWaterHouseCoopers Ltd


"The most valuable topics are coaching and motivating staff. The instructor can really stimulate us in brain storming and both way communication."

 

Fanny Chan
Cascade Ltd


"The most valuable topic is time management. The instructor is most effective in coaching and role-play analysis."

 

Ella Li
Cascade Ltd


"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.
My heartfelt thanks to the Certification Program for being so "Practical and Interactive; Precise and Comprehensive" It is truly a marvellous learning experience to me!
By introducing the most recent world-class call centre best practice, CCCS is definitely a good choice for those who are already or becoming call centre supervisor!"

 

Florence Leung
Senior Customer Service & Sales Executive
Swire Beverages Ltd.


"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
Cascade Limited (Subsidiary of PCCW Limited)


"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
Cascade Limited (Subsidiary of PCCW Limited)


"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.
The auditing techniques which were presented in the course allow me to provide follow up to call activities and assist in planning our field needs as well as call center resources and requirements. We can be much more pro-active by analyzing the data being collected by our call centers, which will also assist us to improve customer satisfaction and service quality.
I found the courses to be highly effective and valuable. Course material was well prepared and organized. In addition, the facilitators overseeing the exercises and activities were excellent. I found the material to be very informative and it has provided a knowledge which I can apply in the future as well as today. I would highly recommend using HKCSC’s programs and courses."

 

Cindy Foo
Motorola Asia Pacific Ltd.


"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
SUNDAY Corporation

 


Certified Contact Center Professional (CCCP)

"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,
Quality HealthCare Medical Services Ltd


"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
Exel Hong Kong Ltd


"This on-site CCCP training was well organized. The case studies are very useful."

 

Ann Wong, Membership Manager
Lexxus International Ltd


"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
PCCW Limited


"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
Lectra Systems


"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
Epro Telecom Services Ltd


"The training (CCCP) is very practical and I am sure it's good to all Customer Service Officers"

 

Mary Ng, Customer Service Officer
Hong Kong Trade Development Council


"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
New York Life Insurance Worldwide Ltd


"The Instructor is very professional and helpful."

 

Phyllis Li, Helpdesk Support Analyst,
CLP Power Hong Kong Ltd


"This course makes me feel very happy and lot of things to learn. Good!"

 

Paul Wong, Senior Support Operator
Hong Kong Intl Terminals Ltd


親切,能帶領學員投入及學習課程。十分專業!"

 

Paulo Chan
Companhia de Telecomunicacoes De Macau SARL


"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
Quality HealthCare Medical Services Ltd.


Effective Telemarketing and Objection Handling (ETOH)

"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
Fuji Xerox (HK) Ltd


"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!"


Brenda Lo, Training & Quality Specialist
CL Technical Services Ltd


"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


Complaint Handling and Stress Management (CHSM)

"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
Exel (HK) Ltd


"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
Exel (Hong Kong) Limited


"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
Johnson & Johnson HK Ltd


"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
Clearstream Banking Ltd


"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
ING Life Insurance


Customer Service Best Practice

"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
Exel Hong Kong Ltd


"The training was so interesting and helpful. It let everyone know how the 'best practice' worked in customer service handling."

 

Angus Chau 


"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


"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


"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


"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
Hellmann Worldwide Logistics Ltd


"The instructor is able to elaborate the points with examples and can stimulate the discussion."

 

Mr. Chung Tak Hui, Senior Manager, Service Branch
Johnson Controls Hong Kong Ltd 


"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
Exel (HK) Ltd


"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
S.W.I.F.T. SCRL


"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
CyCom Technology Ltd


"...Very interesting and easy to understand through interactive role-play..."

 

Sapphire Chin, Customer Service - Assistant Manager
Hutchison Global Crossing