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Photos
of the CSQS Roundtables in March
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Mr. Yan Zi Li, Vice General Manager of Customer
Services Department of China Pacific Life Insurance
Co., Ltd., shared the best practices of excellent
customer service of their company during the
Ningbo CSQS Roundtable.
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Photo of participants of APCSC CSQS Roundtable
in Ningbo. China Everbright Bank, China Pacific Life
Insurance Co. Ltd, Bank of Communications and etc.,
have joined. Ningbo Insurance Association and the
Insurance Institute of Ningbo also sent their
Secretary General, Mr. Du Cai and Mr. Zhang Wen Hu
to attend the Roundtable.
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The Guangzhou participants appreciate the
informative CSQS Roundtables which may lead them to
achieve Customer Relationship Excellence.
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Jimmy Sun, Customer Service Manager of
CIBONet Limited, shared with the participants on
“How to Achieve Customer Focus”.
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Mr. Chu, the chairman of APCSC, had a presentation
on “How to use CSQS to achieve higher ROI” during
the Roundtables.
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The participants of Shanghai Roundtables agree with
Mr. Chu that companies should use CSQS to achieve
higher ROI, so as to improve the continuous
development of the company and rebuild the market
and consumers’ confidence. |
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Mr. Kenny Yeung, Senior Quality Assurance Officer of
Hong Kong Broadband Network Ltd., had a presentation
on “Reduction of Inbound Calls due to Service
Temporary Reactivation” in Guangzhou Roundtable.
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Photo of participants of APCSC CSQS Roundtables in
Shanghai. Yako Yan, Chairman and Chief Consultant of
China Call Centre and BPO Association; Jiang Baodong,
Deputy General Manager of Custom Servicing
Department of China-Singapore Suzhou Industrial Park
Land Co. Ltd.; Xiao Zhou, Senior Manager of Customer
Services Centre of China Union Pay; Pan Yi Man,
Manager of Shanghai Vanke Property Service Co. Ltd;
Ms. Joan Qiu, Manager of Customer Service of
CapitaLand; Dancy Miao of Senior Operation Manager
of Customer Relations of Forte and etc., have
attended the Shanghai CSQS Roundtable. |
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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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Speakers at Guangzhou Roundtable |
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演講題目：如何實現以客為尊
孫吉明先生于2007
年1
月加入北京思博展科科技有限公司(思博)出任客戶服務經理一職，專責提高、改善及加強作為一家IT
企業的專業客戶服務團隊所具備的素質及技能，以及建設一站式的客戶服務中心，把客戶服務和技術支援平臺優化並結合起來，從而為客戶提供優質的IT
服務和迅速有效地為客戶解決問題。
此外，孫吉明先生還負責為內外的溝通架設良好的溝通平臺，優化IT
客戶服務管理系統及客戶關係管理系統等，並建設發展為客戶提供主動回應的服務平臺。作為客戶服務經理，孫吉
明先生也管理著客戶服務中心的各項重要指標、團隊成員的工作表現、客戶服務的專業程度等，務求達到公司「以客為尊」的服務宗旨。
孫吉明先生在客戶服務行業擁有超過10 年的工作經驗，其中7
年以上更為管理工作。通過運用他在這個領域里的專業知識和敏銳觸覺，孫吉明先生協助思博建設了一個專業的客戶服務
團隊。該團隊通過客戶服務和技術能力的充分結合，能夠獨立解決超過80％的客戶技術問題和故障處理，並通過自身的服務機制，管理機制和強化機制，逐步完善IT
客戶服務領域的服務表現，以及解決問題的能力。
孫吉明先生畢業于廣州大學設備工程管理專業，並曾經從事多項客戶服務、客戶支援、專案管理、銷售等方面的工作，也曾經服務于各國知名企業例如：香港和記電訊，電訊盈科，滙豐銀行等。
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Mr.
Kenny
Yeung
Senior Quality
Assurance Officer
Hong Kong
Broadband Network Limited
Topic: Reduction of Inbound Calls due to Service
Temporary Reactivation
Mr. Yeung joined
the group in year 2006, his current position is Senior
Quality Assurance Officer.
Kenny’s main task is
to ensure the smooth operations of all frontline
departments through various measures, including the
refinement of policies and procedures as well as
coordinating with IT department to develop and maintain
all frontline related systems.
Before joining the
group, Kenny had worked in the telecommunications
industry in Hong Kong for 11 years, taking up various
positions in SmarTone Communications Ltd. and Hutchison
Global Crossing Ltd.
Kenny is now studying
a Bachelor degree of Business (Computing Management)
from the University of Victoria, Australia, and expects
to graduate in summer 2009.
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If you would like to join, please kindly confirm your attendance by completing the online application form.
http://www.apcsc.com/csqsnet/roundtable_reg.asp
You are highly recommended to try a FREE 3-month Individual Membership, upon registration you can also receive our tip of the month and join the CSQS RoundTable, which is dedicated for members only. Please complete the membership registration page
http://www.apcsc.com/cgi-bin/global/memoverview.asp and select the TRIAL option from the membership-type drop-down box. |
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CRE & CSQS Leadership Summit 2009 |
 A
Regional Conference for members and leading companies to
exhibit and showcase Customer Service and CRM related best
practices, success stories, technologies, as well as keynote
presentations by honorable guests of APCSC, industry leaders
and experts of the Leadership Community.
Enjoy
30%
Early Bird Discount
before April
20th, 2009
REGISTER NOW!
Date: 25-26 June 2009
Venue: Hong Kong
It is our honor to have the following
industry leaders confirmed to speak at the Summit 2009:
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Mr. Jason Chu,
Chairman, Asia Pacific
Customer Service Consortium
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Dr. George
Huang,
Professor, Hong Kong
University of Hong Kong
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Mr. Sunny
Yeung,
Executive Director, Sino Land
Company Ltd.
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Mr. Paul Pei,
Executive Director of Sales and
Marketing, Ocean Park
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Ms Gaby
Oetterli,
Head of Corporate
Sustainability, Business
Environment Council
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Mr. Eric Chan,
Chairman
of Knowledge Management
Development Centre,
General Manager of
Business Development and
Planning, Hutchison Telecom
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Mr. Lam Chiu-ying,
Director, Hong Kong
Observatory
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Ms. Sana Lai,
Head of Complaints and Advice
Division, Consumer Council
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Aaron Tan Dani,
Chairman APAC, International
Association of Software
Architects and Founder,
Independent Software Architects
Council, Malaysia
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Ms. Prudence Chan,
Chief Executive Officer,
Octopus Group
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Visit
Our
Site to know more about our speakers |
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