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Nominate
a Company for an Award |
|
 Customer
Relationship Excellence Awards 2009(Corporate
Category)
Nomination &
Application of CRE Awards 2009 is now open!
Many companies are providing
superior Customer Service and support to their customers. In order
to recognise this effort, APCSC will award these companies for their
efforts. If you would like to nominate a company for their service
excellence, please use the form below to provide us with their
contact details. If they are a CRE Award
Winner, you can receive 50% discount on the Certified Customer
Service
Professional Course.
For more information, please click
here
Please click
here to
nominate your favorite company and individual to join CRE Awards |
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The Key to Achieve Customer
Relationship Excellence
Making
banking simplified from RHB Bank Berhad
Singapore.
In
this knowledge email, we would like to share how
RHB Bank Berhad
Singapore, the winner
2007 Customer Relationship Excellence
Awards in the category of Best Customer Experience
Management of the Year 2007 (Banking Service), achieves Customer Relationship Excellence.
Excellent customer service must start from the top and from within
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Service
excellence has to be holistic. It starts on the top and must be
embraced by all levels of the management, departments and staff.
-
Benchmarking with other similar companies and external industry
standards are a good way to gauge the current service standards
in your company.
-
With
this, one can developed an action plan that outlines the
strategic service thrusts and desired outcomes.
-
There is
no short cut to customer excellence.
Employees are an important asset
-
When it
comes to customer service, employees particularly the front-line
employees play a very important role. They are the face of the
organization. Hence,
it is essential that all employees, regardless of position stays
engaged in the company.
-
During
the initial stages of RHB Banks service revamp, the management
had face-to-face dialogue with employees to communicate the
vision, strategic thrusts and plans behind the change.
-
Change
is difficult, but it is easier to adapt when one understands the
need for the change. This is when everyone in the organisation
speaks and sings the same service language.
-
To
encourage one to persevere, internal service awards needs to be
implemented and sustained.
-
At RHB
Bank, we have the Service STAR Award. There are three
categories, the highest level is the Emerald Award followed by
Sapphire and Ruby service star badge. These
are given to employees who have received accolades for their
efforts from external customers/associates and internal
colleagues.
-
As part
of the award, they will be awarded a certificate of
recommendation, the STAR Badge, monetary rewards, one-day off
entitlement and other benefits such as movie tickets for the
entire family.
-
RHB Bank
holds regular activities for our employees as well as for their
families. We recently held a durian feasts and treated them to
the screening of the latest movie blockbusters, Batman. Every
year, we hold company retreats, company trips and invite them to
the finals of the RHB Singapore Cup, a yearly football
championship in Singapore.
Small
things makes the difference and set you well apart
-
Put
yourself in your customers shoes, understand what they see at
your branches.
-
RHB Bank
practices the
5 senses sight,
smell, taste, sound, touch in all our branches.
-
The
branches must look presentable and customers must feel welcomed.
The branches must smell good, thanks to aromatherapy placed at
the branches. We play pleasant music to smooth customers
senses. There is a wide variety of complimentary beverages
provided to all walk-in customers, the only bank to do so. On a
rainy day, we provide customers with a disposable raincoat.
-
When
customers need to contact RHB, they can call our branch managers
at their mobile to add that extra personal touch and comfort.
-
Its
with small details like this, customers will feel appreciated.
-
With
this, comes customer satisfaction as well as satisfaction for
the staff serving the customers.
- Service excellence is a
journey and it must be on-going without an end.
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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.
Mr. Michael J. Barrett, Group Managing Director, RHB Banking Group
Winning
two consecutive service awards is a great
testimony of our pursuit for service excellence.
RHB Bank Singapore has a proven track record in
the area of service excellence and we have
succeeded in providing a great banking
experience through innovation, dedication,
flexibility and above all, great customer
experience. With RHB Bank, banking is made
personal.
Mr Lim Hun Joo, Country Head, RHB Bank Singapore |
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2009 Asia Pacific CRE Awards
Ceremony
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
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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:
15th
December 2009 (Corporate) 15th
December 2009
(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
|
Certificate in
Customer Service Management (CCSM) |
|
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. |
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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
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Sharing knowledge through Peer-to-Peer consulting
opportunities and exercises to gain more insights
and visions towards customer service excellence
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Improving the participants understanding of the
need to perform periodic audits and how to measure
success
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Providing techniques on data preparation and
presentation to management for extensive customer
service performance reporting
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Equipping the participants with a comprehensive
understanding of auditing techniques used in
customer service and contact centers and to ensure CSQS are
implemented and followed
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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
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The Essential Topics |
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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
Todays 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 KPIs for KM
Develop the Customer Service Knowledge Management (CSKM)
ROI on Knowledge Management
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View the brochure to learn more about CCSM
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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. |
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
|
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Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
|
(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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