Hong Kong, December 16-19, 2009

CEF Reimbursable (Course Code: 21C04911-5)

This four-day course will cover the basic and advanced topics in Customer Service Management that enable the participants to increase their awareness and knowledge of the latest development of Customer Service in terms of technology as well as management concept. Customer Service Managers will also learn how to develop appropriate plans to integrate the Customer Service Center within the organization and bring new insights, set visions and lead Customer Service teams. Whether implementing a new Customer Service or rejuvenating an existing one, participants will be prepared for the challenges.

Key Benefits

• Developing appropriate plans for immediate use in the existing organization to integrate the Customer Service and Contact Center within the organization

• Elevating customer care and professionalism at the Customer Service and Contact Center and exceeding customer expectations through KPI Measurement

• Sharing knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards customer service excellence

• Improving the participants’ understanding of the need to perform periodic audits and how to measure success

• Providing techniques on data preparation and presentation to management for extensive customer service performance reporting

• Equipping the participants with a comprehensive understanding of auditing techniques used in customer service and contact centers and to ensure CSQS are implemented and followed

• Improving customer loyalty and enhancing customer satisfaction by linking performance measures to customer satisfaction

• Achieving internationally endorsed and recognized Certificate on Customer Service and Contact Center management, brining higher prospect to career development

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

Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study

Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey

Planning Customer Satisfaction Research on Contact Center
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives

Managing Technology
• Today’s CRM & Contact Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan

Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills

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

Customer Service Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review

World-Class Customer Service Framework
• Strategic Value of Customer Service
• World Class Foundations
• The Need and Benefits of Standard
• Customer Communication Strategy

Customer Service Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume & staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaivor Analysis
• Trend Analysis, Prediction and Prevention

Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency

CSQS and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card

Process Improvement and Problem Solving
• Creating and Mapping Customer Service Processes and Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis

Best-in-Class CRM Benchmarking
• 360 Degree Benchmarking & Improving for World Class Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology

Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management

View the brochure to learn more about CCSM

Testimonials

"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."

Call Centre (Operations Analyst), Dialog Telekom

"We are very honoured to receive the APCSC CRE Awards. It gives a strong acknowledgement of our efforts in delivering excellent service quality and customer relationship that will continue to distinguish us in the regional market. With strong understanding of our customers' financial needs coupled with a strong dedication for quality service, we will be able to value add with personalized banking to them."

Group Managing Director of RHB Banking Group

"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 benchmark in customer services."

General Manager, DHL Global Forwarding

"The provision of efficient and caring service to our growing family of customers is assigned central focus within the business and strategic plans of Dialog Telekom. The CSQS certification programme provided the company with a structured roadmap to the achievement of service excellence and regular benchmarking of the company's journey towards world-class standards in customer service. The achievement of CSQS certification reaffirms the company's continued commitment to continuous improvement and learning in the sphere of service delivery, and more importantly evidences the commitment and dedication of our service team to the delivery of best in class service to our customers."

Group Chief Executive, Dialog Telekom PLC

"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."

Manager, Customer Account Servicing Corporate, Cascade Ltd.

16-19 December 2009

Hong Kong (English)

CCSM4007HK

26-27 November 2009 + elective module

CSEL4003HK

CPCS4002HK