International Customer Relationship Excellence (CRE) &
Customer Service Quality Standard (CSQS) Leadership Summit 2019
20-21 June 2019
Game Changers: Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy
Seize the Greater Bay Area and The Belt and Road Strategic Growth Opportunities
Jason Chu |
Edward Bell |
 Tatsumi Yamashita |
Jaiporn Srisakul |
Robert Elliott |
Dave Giblin |
Aps Chikhalikar |
Basker Rangachari |
Sudesh Thevasenabathy |
Prof. Fugee Tsung | 
Bruce Lam |
Prof. Lei Chen |
Claire Stern |
Mike Mi |
Annie Leung |
Shen Bo |
Gina Wong |
Yongqiang Fu |
Anna Sun |
Dr. Alexander Chan |
Vincent Qiu |
Dr. Patrick Liew |
Jamieson Bryan |
– Game Changers: Big Data, CRE Index, InnoTech, A.I. Ecosystem & Sharing Experience Economy
– Enhancing the Customer Journey with Technology
– What is customer experience AI, and why does it matter?
– Contact Center Benchmarking and Knowledge-Centered Service
– CRE Leadership, Next Generation Engagement – Strategic Growth Opportunities in Belt & Road
– Achieving CSR and Customer Engagement Excellence in Cambodia
– Customer Service Management: The Final Battleground – How to keep Customers for life!
– Increase Customer Engagement With Personal, Convenient, Seamless Experiences Across Channels & Touchpoints
– Maintaining the Personal Touch – How humans and machines co-exist
– The future of Big-Data-driven CSI for Hong Kong and Online + Survey Data Fusion
– Big Data Mining on Social Media for Consumer Sentiment Analytic
– AI enhances Customer Experience – the Application of New Technologies in Online Education
– “Smart Mobility” to Enhance Customer Satisfaction
– Driving Business with Innovative eCommerce Solutions
– Rethinking the Development of Call Centers in the New Era – Taking the Government Call Center as an Example
– Sharing IoT to lead Smart Life
– 360° Customer Service + 360° Customer Excellence = “Awesome Service”
– Online innovation & transformation
– Latest Digital CX Innovations
– Digital Transformation
Now Open to Nomination and Application!
Hong Kong, China – June 15th , 2018 – At the 16th International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 16th Customer Relationship Excellence Awards (CRE Awards). They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS), public webvoting and a final round of judging by a panel of customer relationship excellence experts. For Registration, please click HERE to download CRE Awards Application Form or Register at Eventbrite.
Press Release
Click here to view Press Release.
Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.
CCSM TRAINING
Certificate in Customer Service Management (CCSM) (Course Code: 21C04911-5)
Instructor
Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge
Schedule
Hong Kong (English) - 23-24 & 30-31 May 2019
Shenzhen (Mandarin) - 23-26 July 2019
To view the brochure and registration form, please click
CCSA TRAINING
Certified Customer Service Analyst & Auditor (CCSA)
Instructor
Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge
Schedule
Hong Kong (English ) - 23-24 May 2019
Shenzhen (Mandarin) - 23-24 July 2019
To view the brochure and registration form, please click
CCCM TRAINING
Certified Contact Center Manager (CCCM)
Instructor
Mr. Jason Chu
Chairman of APCSC & CRE Awards Panel of Judge
Schedule
Hong Kong (English ) - 30-31 May 2019
Shenzhen (Mandarin ) - 25 - 26 July 2019
To view the brochure and registration form, please click
Membership Benefits
Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.
REGISTRATIONCustomer Testimonials
"This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas."
Jenny Lee, Vice President
New York Life Insurance
"CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience."
Winnie Lee, Director-Administration & Projects
Quality HealthCare Medical Services Ltd.
The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class.
Joanna Chan, Assistant Customer Service Manager
AXA China Region Insurance Company
I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying.
Cheryl Fung, Associate Director
Quality HealthCare Medical Services Ltd.
Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction .
Sunny Pang, Supervisor (CESC)
The Hongkong Electric Co., Ltd.
What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team.
Daisy Tse, Senior Customer Service Officer
AXA China Region Insurance Company
In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding.
Katherine Mak, Customer Support Manager
Make The Right Call
It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing.
Christina Chow, Care Management Specialist
Celki VitalAire
The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard.
Amos Cheng, Customer Care Manager
Hutchison Telecommunications (HK) Ltd
Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example.
Daze Yiu, Senior Purser/ Assistant Manager , Cabin Crew Performance
Hong Kong Airlines
Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you.
Jimmy Chau, Customer Services Duty Manager
Hong Kong Aviation Ground Service
The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples.
Carrie Mo, Senior Purser/ Assistant Manager
Hong Kong Airlines
Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me.
AXA China Region Insurance Company Limited
Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard.
Hong Kong Tourism Board
The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers.
Gina Du, Customer Contact Center Supervisor
DHL Express (Taiwan) Corp.
The most valuable topic to me was managing people. It's a great experience during the course.
Gary Liu, Property Officer
Henderson Land
The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!
Candice Lo, Head of Distributor Enquiry
AXA China Region Insurance Company Limited
The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management.
Elaine Liu, Customer Care Supervisor
The Hong Kong Jockey Club
Tip of the Week
Customer Experience and Recognition
- In Manulife, we take a holistic philosophy on constantly listening to our customers through feedback surveys, and strive to build a culture around creating value for our customers and continuous improvement in the customer experience. We achieve this by ensuring our client services executives have access to customer feedback which enables the closed learning loops between Client Service Executives and customers.
- We also recognise our top Client Service Executives who have delighted customers, and are proactive ambassadors of our customer-centric culture.
Manulife (Singapore) Pte Ltd
Developing Our People
- We believe in investing in our people and empowering them to achieve service excellence by serving our customers with professionalism.
- All newly-hired Client Services Executives will undergo a comprehensive training programme to ensure that they are highly knowledgeable about our products and processes, and are able to handle all customer enquiries effectively.
- We regularly conduct briefings and refresher training courses for all our Client Services Executives to help them stay updated on new products and processes.
- We are also focused on broadening the skill sets of our existing team of Client Services Executives by providing various training and work opportunities for them to learn new roles within the Client Services Department. They may choose to expand their skills in handling more varied enquiries in different call-related roles, or by taking up non-call related back-up roles like cashiering and administrative protocols.
Manulife (Singapore) Pte Ltd
Ease of Business
- We continually look for ways to improve our customer touchpoints by making it easier for customers to reach us. We value our customers’ feedback and seek to improve the way we work based on their suggestions.
- Our online customer portal at www.mymanulife.com.sg allows our customers to manage their policies easily at their own convenience. They can constantly stay up-to-date on their policy details in a hassle-free manner, with useful features such as viewing their policy information, updating their contact information, managing funds and retrieving past policy communications.
Manulife (Singapore) Pte Ltd
Customer Service Quality Standard
The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.
Henderson Land Group and Hang Lung Properties Honored with CSQS Certification Distinction from APCSC
Hong Kong, China – June 15, 2018 — The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege) and Hang Lung Properties Limited in recognition of their achievements and high level of compliance to CSQS in 2018. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.
Customer Service Quality Standard
Through the International CRE & CSQS Roundtables, APCSC invites market leaders to come together for best practices sharing on product and service innovation, CSR, CRM, customer experience management, knowledge management, Social media CRM with successful business cases and strategies, facilitate innovation in business operation, bring new opportunities for brand building and market development, create win-win-win to customers, staffs and employers.
Upcoming Roundtable Events
Shanghai - May 7, 2019
Speaker & Panelists: Other Speakers and Panelists will be confirmed soon
Jason Chu
Chairman, APCSC, CRE Awards Panel of Judge
Mr. Cai Dongsheng
Secretariat, Shanghai Health, Safety & Environment Association
Theme: Development of Core Brand Value for International Market Leaders and Design Thinking
Fee: FREE of Charge with online registration, or RMB200 non-member at the door
Time: 2:00pm - 5:00pm
Venue: 上海虹口區北外灘峨嵋路 315 號國科（上海）國際創新產業基地 2 樓
People Development Award to organizations
The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.
Market Leaders Awarded with People Site Certification from APCSC
Hong Kong, China, 14 June 2018 – Two leading companies have been awarded the People Site Certification (PSC)from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific markets.
Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award
Quality HealthCare Medical Services Ltd receive the People Site Certification award
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