香港杰出顾客关系服务指数（HKCREI）和奖项认可
为不断提升香港的服务水平，亚太顾客服务协会(APCSC)与香港科技大学(港科大)共同推出首个香港杰出顾客关系服务指数（HKCREI），该调查通过对客户满意度、忠诚度、NPS及服务和产品的关键因素，以及在互联网和社交媒体上收集的大数据分析。
HKCREI研究联盟将于2021 年9月17日举行的第19届年度国际CRE和CSQS领袖高峰会期间，发布针对18个行业的首个HKCRE指数。在HKCREI新闻发布会上，新闻媒体、资深商业领袖和政府官员将分享香港的可持续发展的重要研究结果，以促进香港的可持续发展。表现最佳和优异的公司还将在HKCRE指数奖颁奖典礼上宣布。
如果您能完成APCSC和港科大的在线问卷调查，我们将不胜感激。而所提供的信息仅会以不记名方式用于汇总分析的目的。
| 旅遊 | 金融與保險 | 陸路運輸 | 零售 | 食品與飲料 | 信息通訊 |
| 景點 | 銀行服務 | 香港巴士服務 | 網購平台 | 咖啡室和快餐店 | 寬頻 |
| 信用卡 | 快遞 | 商場 | 美食 / 餐飲 外送平台 | 移動通訊 | |
| 保險 | 香港鐵路服務 | 超級市場與藥房 | 收費電視 | ||
| 港股交易 |
阁下如对此次调查有任何疑问，欢迎于办公时间上午9时至下午5时致电亚太顾客服务协会研究团队(21741428)查询或电邮我们（enquiry@apcsc.com）。
2021 CRE Awards Presentation Rundown
| Business Case Presentation | ||
| Day 1 May 12, 2021 | Day 2 May 13, 2021 | |
| DHL Express (Hong Kong) Limited | DBS Bank (Taiwan) | |
| Topic : Delivering Excellence in a Digital World | Topic: Making Banking, Innovation, Career Joyful | |
| Hang Lung Properties Limited | Henderson Land Group Property Management Department (Hang Yick & Well Born) | |
| Topic: Be Customer Centric | Topic: Real Estate Sustainable Leadership | |
| The Hongkong Electric Co., Ltd. | Henderson Land Group (Property Management Department) – H-Privilege Limited | |
| Topic: Keep Connecting during Challenging Times | Topic: Best Use of Technology of the Year- Novum West (翰林峰) | |
| Teleperformance In China | China Telecom Global Limited | |
| Topic: Trust & Safety Capability | Topic: Optimize operation procedures; Enhance service competitiveness. | |
| China Telecom CTExcel | China Telecom Global Customer Service Center | |
| Topic: CTExcel – Striving for Excellence | Topic: Smart Network Smart Operation | |
| Lunch Break | Lunch Break | |
| AXA Hong Kong and Macau | DHL-Sinotrans International Air Courier Ltd. | |
| Topic: AXA using AI to enhance efficiency on customer communication and service management | Topic: CS Business Intelligence Platform | |
| – Speech analytics Empowerment | ||
| – Digital Transformation on Contact Centre | ||
| – Employee Engagement during a Pandemic | ||
| Certis Hong Kong and Macau | The Hong Kong Jockey Club – Retail & Telebet Services Department | |
| Topic: Business Process Re-engineering and Operations in Certis | Topic: We CARE, to make a Perfect Team | |
| DHL Express (Singapore) Pte Ltd. | ||
| Topic: Delivering Excellence in a Digital World | ||
| Fill in Evaluation Form | Fill in Evaluation Form | |
| End of Day1 | End of Day 2 | |
政府官员贺献
我们的国际认证课程被许多领先的区域机构所采用。认证课程能跃助机构建立世界级的顾客服务标准。具有公信力的认证被本地大学及国际组织所认可。
CCSM 课程
顾客服务管理证书 (CCSM) (持续教育基金课程编号: 21C04911-5)
课程日期
香港 (线上) (英文) - :2021年 5 月 24 - 27 日
香港 (线上) (中文) - 2021年 6 月 7 - 10 日
查看章程及报名，请按以下
CCCM 课程
联络中心经理证书课程 – 国际认可证书(CCCM)
课程日期
香港 (线上) (英文) - 2021年 5 月 26 - 27 日
香港 (线上) (中文) - 2021年 6 月 9 - 10 日
查看章程及报名，请按以下
CCSA 课程
顾客服务分析及审查员证书课程 – 国际认可证书 (CCSA)
课程日期
香港 (线上) (英文) - 2021年 5 月 24 - 25 日
香港 (线上) (中文) - 2021年 6 月 7 - 8 日
查看章程及报名，请按以下
会员得益
Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.
登记顾客推荐
"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.
"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
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
每月资讯电邮
以客为尊
- 将创新意念融入「与社会共同进步」的目标，为我们尊贵的业户提供专业及优质的物业管理服务，汇聚各项增值服务从而提升业户的生活及环境质素。
恒基兆业地产集团物业管理部（恒益/伟邦）
企业品牌
- 透过引入手机应用程式，业户可流览屋苑邻近的娱乐资讯及随时随地获取屋苑的最新通告及资讯，大大加强业户的参与。
- 积极参与社区义务工作，回馈社会从而提升企业品牌，亦获得社会福利署所颁发之2017年度最高服务时数冠军（私人机构组别一）及2017年度最高服务时数亚军 （爱心屋苑）。
恒基兆业地产集团物业管理部（恒益/伟邦）
知识管理
- 搜集最新的科技以应用于更新大厦设施，从而达至更佳的节约能源及支出的效果。
- 为员工提出全面的内部培训课程，内容涵盖政府条例修订、法律讲座、树木护理、书写中文信件技巧、处理大维修的程序及斜坡安全及保养资讯。
- 培训延伸至实地考察供员工亲身体验。
恒基兆业地产集团物业管理部（恒益/伟邦）
优质顾客服务国际标准（CSQS）
优质顾客服务标准是由亚太顾客协会和香港大学一班研究员合作而制定，目的是评定 联络中心/呼叫中心的整体服务质素，最佳守则和顾客服务运作的表现。这是一个最广泛的标准去创建世界级顾客服务水准架构，藉以授予优秀客户服务机构。
恒隆地产有限公司和恒基兆业地产集团物业管理部
获得亚太顾客服务协会所颁发优质顾客服务标准（CSQS）认可证书
中国，香港–2018年6月15日 – 亚太顾客服务协会APCSC在卓越顾客关系服务（CRE）与优质顾客服务标准（CSQS）国际领袖高峰会中颁发优质顾客服务国际标准(CSQS)证书予恒基兆业地产集团物业管理部—伟邦物业管理及恒益物业管理和恒隆地产，以认可他们的卓越成就，于2018年符合了优质顾客服务国际标准。房地产、物业管理行业的顾客将会体验到更优质及专业的顾客服务标准。
优质顾客服务标准（CSQS）
国际杰出顾客关系服务奖(CRE Awards)选举自2002年成立以来，肯定了许多来自不同行业与地区的市场领导和专业人士。历届参赛的企业、团体、机构或个人，分别来自区内的各主要国际都市和多项行业，他们即是不断完善顾客服务的身体力行者，更是优质顾客服务的最大受益者，他们参与服务大奖评选的过程和经验共同证明，优质的顾客服务是商业竞争的必然趋势和致胜关键。
即将举行的圆桌会议
2021年顾客忠诚奖论坛 - 商业方案汇报 - 2021年5月13日
Speaker & Panelists: 其他演讲及讨论嘉宾稍后公布
朱刚岑先生
亚太顾客服务协会主席，杰出顾客关系服务奖评审团评委
宗福季教授
香港科技大学工业工程与决策分析系讲座教授, 杰出顾客关系服务奖评审嘉宾
米辉波先生
互联网客戶中心专业委员会秘书长
中国国际投资促进会, 杰出顾客关系服务奖评审嘉宾
主题： 顾客关系卓越是您前进的道路
费用： 只限会员
时间： 8:30 - 16:30
地点： 在线上
2021年顾客忠诚奖论坛 - 商业方案汇报 - 2021年5月12日
Speaker & Panelists: 其他演讲及讨论嘉宾稍后公布
朱刚岑先生
亚太顾客服务协会主席，杰出顾客关系服务奖评审团评委
宗福季教授
香港科技大学工业工程与决策分析系讲座教授, 杰出顾客关系服务奖评审嘉宾
米辉波先生
互联网客戶中心专业委员会秘书长
中国国际投资促进会, 杰出顾客关系服务奖评审嘉宾
主题： 顾客关系卓越是您前进的道路
费用： 只限会员
时间： 8:30 - 18:00
地点： 在线上
优质客服专员中心证书是为了表彰机构
优质客服专员中心证书是为了表彰机构，其90%以上的客服或热线中心人员都通过了亚太顾客服务协会国际认证课程培训，包括 联络中心经理证书（CCCM），联络中心主管证书（CCCS），联络中心专员证书（CCCP）及其他相关课程。
市场领袖荣获亚太顾客服务协会颁发“优质客服专员中心证书”
中国 - 香港，2018年6月15日 –服务业领袖荣获亚太顾客服务协会颁发的“优质客服专员中心证书”，藉此表扬他们的员工发展计划和坚持提供世界级服务于香港及亚太区内顾客服务贡献。
美赞臣营养品(香港) 有限公司 荣获优质客服专员中心证书
卓健医疗有限公司荣获优质客服专员中心证书
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