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 The APCSC CSQS Roundtable Registration is now open!
Dear Sir/Madam,
Warm greetings from Asia
Pacific Customer Service Consortium!
We would like to invite you to join the upcoming Customer Service
Quality Standard Roundtable to be held in Hong Kong.
The speaker will share about best practices of past Customer
Relationship Excellence Awards (CRE Awards) winners and companies
that have established effective and high performance Customer
Service Quality Standard and systems in place where the companies
are able to achieve high ROI with better business integration, the
Balanced Scorecard and ISO9000 integration, to drive in the
direction of Strategic Business Unit, to reinforce Best Practices,
to institute Customer Service Knowledge Management to become a
market leader with lean management and more profitable business.
With strategic planning, organization effectiveness and process
integration in achieving both services and relationship excellence,
the speaker will also share how to create a balanced scorecard to measure and assess service
excellence to create a practical road map to both business and
customer success for the enterprise.
We are sincerely inviting you to join
the Roundtables in Hong Kong on 15th of January. Let's exchange
and share your valuable experience with the participants from
various industries to seek for more business development
opportunities.
If you would like to join our meeting, please click the button for
registration
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CSQS Roundtable
Hong Kong,
January 15 |
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Customer Service Quality Standard (CSQS) Roundtable
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CSqs
roundtable
HONG KONG
January
15 2010
2:30pm-5:30pm
Theme:
Service Excellence
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Topic:
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Customer Experience
Management: Hong Kong Disneyland Star Guest Program -
Lessons learned on cross cultural service experience for
multinational company |
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Speaker:
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Mr. Noble F. Coker,
Vice President, Park Operations, Hong Kong Disneyland |
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As
Vice President, Park Operations, Noble Coker is
responsible for Attractions & Guest Services,
Merchandise, Facility Services and Security, Safety Fire
& Health Services, Park Operations and Operations
Development.
Noble began his career at Disney over twelve years ago
as a Programmer and then a Project Manager with Walt
Disney Imagineering where he worked on new technology
systems, strategic planning for systems, as well as
overseeing the alignment of IT projects with business
initiatives. |
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Topic:
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From Project Management to Customer Engagement
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Speaker:
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Mr.
Jason Chu, Chairman, APCSC, CRE Awards Panel of
Judge |
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Mr. Jason Chu is the Founding Chairman of the Hong Kong
Customer Service Consortium (HKCSC) and Asia Pacific
Customer Service Consortium (APCSC).
Mr. Chu collaborates with industry experts and major
university researchers to consult and research on key
aspects of Customer Satisfaction and Loyalty. Jointly
with researchers in the University of Hong Kong and the
members of APCSC and HKCSC, Mr. Chu has led the
consortium effort in developing the Customer Service
Quality Standard (CSQS) in setting international
standards and world class framework for service
organizations. He is the pioneer of innovative customer
service research including eSurvey on Internet Banking,
Securities and Travel Services, Best-in-Class (BIC) CRM
Contact Center Benchmarking in Asia Pacific, Customer
Satisfaction and Aspiration Survey and other
international standards in Asia, Australia and the
United States.
(read
more) |
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Fee: |
FREE
for Members; HKD110 for
FREE 3-month Trial Individual Member |
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Venue: |
Banquet Room of Club
House, Grand Promenade, 38 Tai Hong Street, Sai Wan
Ho, HK |
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Organizer: |
Asia
Pacific Customer Service Consortium |
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*** There will be a lucky draw after the Roundtable
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. Jason Chu, Chairman
Asia Pacific Customer Service Consortium
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Introduction |
The CSQS has been developed jointly by the Asia Pacific Customer Service Consortium (APCSC) and the researchers at the University of Hong Kong (HKU), with industry support by the CSQS Committee Asia Pacific. It is the highest certification awarded to contact centres and customer service organizations that excel in customer relationship excellence. |
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Benefits |
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Delivery of ever-improving value to customers, contributing to the organizations bottom line and marketplace success
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Continuous improvement of overall organizational effectiveness, capabilities and performance metrics
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Building customer loyalty and customer satisfaction
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Organizational and personal learning
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Cost reduction and financial streamlining
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Increased profitability
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Speaker Profile - Mr. Jason Chu |
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Mr. Jason Chu,
Chairman of Hong Kong
Customer Service Consortium |
Mr. Jason Chu is the Founding
Chairman of the Hong Kong Customer Service Consortium (HKCSC)
and Asia Pacific Customer Service Consortium (APCSC).
Mr. Chu collaborates with
industry experts and major university researchers to consult and
research on key aspects of Customer Satisfaction and Loyalty.
Jointly with researchers in the University of Hong Kong and the
members of APCSC and HKCSC, Mr. Chu has led the consortium
effort in developing the Customer Service Quality Standard (CSQS)
in setting international standards and world class framework for
service organizations. He is the pioneer of innovative customer
service research including eSurvey on Internet Banking,
Securities and Travel Services, Best-in-Class (BIC) CRM Contact
Center Benchmarking in Asia Pacific, Customer Satisfaction and
Aspiration Survey and other international standards in Asia,
Australia and the United States. (read
more) |
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Speaker Profile - Mr. Noble F. Coker |
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Mr. Noble F. Coker,
Vice
President, Park Operations,
Hong Kong Disneyland |
As Vice
President, Park Operations, Noble Coker is responsible for
Attractions & Guest Services, Merchandise, Facility Services and
Security, Safety Fire & Health Services, Park Operations and
Operations Development.
Noble began his
career at Disney over twelve years ago as a Programmer and then
a Project Manager with Walt Disney Imagineering where he worked
on new technology systems, strategic planning for systems, as
well as overseeing the alignment of IT projects with business
initiatives.
Prior to joining
the Hong Kong Disneyland team, Noble was Director, Systems
Planning for The Walt Disney Company. He was instrumental in
developing and implementing the first company-wide IT strategic
planning process, and later consolidating and rationalizing
company-wide IT projects.
Noble was
appointed Director, Information Technology for Hong Kong
Disneyland in June, 2002. In this role, Noble led all of the
technology and organizational efforts required to open the
park. Noble was promoted to Vice President & CIO of Hong Kong
Disneyland in November, 2005. In March 2007, Noble was appointed
Vice President, Park Operations and Operations Development and
in October 2009, he was appointed Vice President, Park
Operations.
Noble previously
served as a management consultant with Price Waterhouse.
Before his IT
career, Noble taught Lao and Thai, and oversaw language
instruction for Asian languages including Lao, Thai, Tagolog,
Cebuano, Illicano, Cantonese, Vietnamese, Cambodian, Hmong and
Mandarin. He is the co-writer of a Lao language training manual.
Noble obtained
his undergraduate degree in Finance from Brigham Young
University and an MBA from the University of Southern
California. |
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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 Contact Center
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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