"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

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

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.

课堂中可以通过讨论对题目有更深刻的理解。Process Improvement & Problem Solving，Managing performance等题目非常有价值。

杨蓓娜

人管培训室高级人管培训经理

中国太平洋人寿保险公司

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。

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

“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)

"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.

"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.

“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.”

S. T. Chow, General Manager
Hopewell Property Management Co., Ltd.

“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 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 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

"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."

“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 re 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

"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."

"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."

"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.

"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

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."

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