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Customer Loyalty Award Forum 2010
25-26
February 2009 - Hong Kong
Relationship Excellence
is Your Way Forward! |
 Customer
Loyalty Award Forum 2010
will be held on
25 & 26 February 2010
in Hong Kong. You will be able to learn the
successful business cases from Market Leaders
from competitive industries in the Region. You will also have the opportunity to
put questions to the award participants
and learn from best practices.
Please
Click
here for more and
register
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Customer Service Quality Standard (CSQS) Roundtable |
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CSqs
roundtable
HONG KONG
February 5 2010
10:00Am-12:30pm
Theme:
Corporate Social Responsibility
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Mr. Tom Mehrmann, Chief Executive,
Ocean Park Hong Kong |
Topic:
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Corporate Social
Responsibility |
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Speaker:
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Mr.
Tom Mehramnn,
Chief Executive, Ocean Park
Hong Kong |
| |
Tom
Mehrmann is the Chief Executive Officer of Ocean Park
Corporation, Hong Kong’s sea-life and animal theme park
hosting over 4 million visitors annually.
Mr Mehrmann
started his career in the theme park industry at Knott’s
Berry Farm in the United States as a park service
attendant in 1977. From there, he spent the next 21
years working through the ranks eventually becoming Vice
President of Park Operations and Entertainment.
For more information, please click
here |
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Ministry of Manpower, Singapore |
Topic:
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Organizational Excellence |
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Speaker:
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Ministry of Manpower,
Singapore (TBC) |
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Fee: |
FREE
for Members; HKD110 for
FREE 3-month Trial Individual Member |
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Venue: |
Ocean Park, Aberdeen,
Hong Kong |
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Organizer: |
Asia
Pacific Customer Service Consortium |
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Supporting Organization: |
Ocean Park |
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*** There will be a lucky draw after the Roundtable
Special benefit:
APCSC Member
could have a discounted rate of
HK$200 day admission
For more information, please click
here
If you would like to join our roundtable, please
click the button for registration
 |
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Panel Discussion moderated by
Mr. Low Hock Meng, Executive Director
Singapore Productivity
Association
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The Key to
Achieve Customer Relationship Excellence –
Henderson Land Group Property Management Department (Hang Yick and
Well Born)
In this
knowledge email, we would like to share how
Henderson Land Group Property Management Department,
the
winner 2006
Customer Relationship Excellence Awards in the category of
“Customer Satisfaction Quality System of the Year (Property
Management)”, achieves Customer Relationship Excellence.
Suen Kwok
Lam, MH, Managing Director of Henderson, pointed out that the
revolutionary success of their company resided in performance
management system, service level agreement and performance
benchmarking.
Performance Management System
Service Level Agreement
Execute
and manage a dedicated Service Quality System
through certifications such as CSQS and
ultimately improve the performance of customer
service operations.
Performance Benchmarking
dify
of work instruction / work flow and identify areas where
improvements can greatly improve customer satisfaction through
internal benchmarking.
Implement external
benchmarking program to facilitate and refine the benchmarking
process for best practice, market trends and business process
break through.
Upload the report on
intranet to ensure greater focus on customer service throughout
the entire organization.
|
"HP Henderson Land Group
Property Management Department - Well Born Real Estate Management
and Hang Yick Properties Management, is honoured to receive the
“Customer Satisfaction Quality System of the Year (Property
Management)” from APCSC. Having received the award 4 years in a row
since 2003, Well Born jointly participates in this year’s
competition with Hang Yick and continues to demonstrate our strength
in customer service. The award is a proof of our strong commitment
in satisfying our customers by delivering sophisticated after-sales
services. In future, we will continue to strive for even better
services in the pursuit of excellence."
Mr. Suen Kwok Lam, MH,
Managing Director
Henderson Land Group
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|
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2009 Asia Pacific CRE Awards
Ceremony
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
.JPG)
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Congratulations to all the Winners
for CRE Awards 2008!
The 2009 Asia Pacific CRE Awards Ceremony held
on 26 June 2009. Please visit
Corporate winner photo and
winner statement.
REGISTRATION
CRE Awards 2009
NOMINATION |
|
The Application of CRE
Awards 2009 is now opened!
The CRE Awards 2009 Welcome Pack can be
downloaded from the following link:
CRE Awards 2009 Welcome Pack
Latest Application Deadline:
24th
January 2010 (Corporate) 24th
January 2010
(Individual)
The Special Supplement:
27
July 2009 The Standard (P.1
&
P.2) 27 July 2009 Hong Kong Economic Times
(P.1
&
P.2)
Learn more about
the Customer Service Quality Standard (CSQS) for
CRE Awards Model and Assessment Process through
the following Global Certifications: CCSA and
CCSM
Certified Contact Center Manager (CCCM) |
|
|
Hong
Kong, January 27-28, 2010
This two-day CCCM course will cover the basic and advanced topics
in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest
development of Contact Center in terms of technology as well as
practical management solutions. |
|
Key Benefits |
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Developing appropriate plans for immediate use in the existing organization to integrate the Contact Center within the organization
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Elevating customer care and professionalism at the Contact Center and exceeding customer expectations through KPI Measurement
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Sharing knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards customer service excellence
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Visiting past CRE Awards winners to learn their best practice and successful experience in achieving customer service excellence
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Improving customer loyalty and enhancing customer satisfaction by linking performance measures to customer satisfaction
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Achieving internationally endorsed and recognized Certificate on Contact Center management, brining higher prospect to career development
|
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The Essential Topics |
|
A Strategic Partner To The Business
• Contribution of The Contact Center
• Customer Contact Matrix
• Developing A World-Class Contact Center Framework
• Supply – Demand Ratio for Services
Managing Operation
• SLA and SLM
• Staffing Model
• Workforce Management
• Quality Assurance
• Best-in-Class CRM Benchmarking
Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills
Managing Technology
• Today’s CRM & Contact Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan
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Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey
Planning Customer Satisfaction Research
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives
Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study
Managing A Business Unit
• Competencies of a Contact Center Manager
• Building a Successful Team
• Managing Finance
• Creating Your Business Services
• Interdepartmental Linkage & Effective Communication
• Leadership Behaviors
|
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View the brochure to learn more about CCCM
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Testimonials |
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"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 Contact 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 contact center."
Call
Centre Manager,
Hong Yip Service Co Ltd
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"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"
Program Planning
Officer, Hong Kong CSL
|
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"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."
Assistant
Client Service Manager,
HSBC Life (Intl) 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."
Customer Service
Manager,
Bank of East Asia |
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
|
|
Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
|
(c) 2009 Asia
Pacific Customer Service Consortium Ltd. All
Rights Reserved
The information contained in this
email is copyright of APCSC and may not be
duplicated or distributed without the express
permission in writing from APCSC, unless the
layout, content and formatting remains unchanged
or modified. |
|
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