卓越顾客关系服务（CRE）与
优质顾客服务国际标准（CSQS）
国际领袖高峰会2019
2019年6月20-21日
游戏规则改变者:大数据,CRE指数,创新科技,A.I.生态系统,共享体验经济
抓住大湾区和一带一路战略的增长机遇
朱刚岑 |
Edward Bell |
山下辰巳 |
Jaiporn Srisakul |
Robert Elliott |
Dave Giblin |
Aps Chikhalikar |
Basker Rangachari |
Sudesh Thevasenabathy |
宗福季教授 |
林国诚 |
陈雷教授 |
Claire Stern |
米辉波 |
梁静雯 |
沈波 |
Gina Wong |
付永强 |
孙文玲 |
陈斌博士 |
丘伟祥 |
Patrick Liew 博士 |
Jamieson Bryan |
– 游戏规则改变者:大数据,CRE指数,创新科技,A.I.生态系统,共享体验经济
– 利用技术增进顾客旅程体验
– 什么是顾客体验人工 智能，为什么重要？
– 顾客体验管理趋势和呼叫中心基准
– 杰出顾客登关系领导力，下一代参与 – 一带一路的战略增长机遇
– 在柬埔寨打造杰出企业社会责任及顾客参与
– 顾客服务管理：最终战场 – 如何留住顾客!
– 通过渠道和接触点提供个性化，便捷，无缝体验，增加顾客参与度
– 保持个人风格 – 人与机器共存
– 大数据驱动的香港顾客满意度指数和在线 + 调查数据融合的未来
– 消费者情绪分析的社交媒体大数据挖掘
– 人工智能增强了客户体验 – 新技术在网络教育中的应用
– “智能移动”以提高顾客满意度
– 通过创新的电子商务解决方案推动业务发展
– 新时代呼叫中心发展的重新思考～以政务呼叫中心为例
– 共享物联引领智慧生活
– 360°顾客服务+ 360°顾客杰出关系服务=卓越顾客关系服务
– 在线创新与转型
已公开接受提名及报名 !
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)
讲师
朱刚岑先生
亚太顾客服务协会主席及杰出顾客关系服务奖评审团评委
课程日期
香港 (英文 ) - 2019年 5 月 23-24 日 & 30-31 日
深圳 (普通话 ) - 2019年 7 月 23 - 26 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)
讲师
朱刚岑先生
亚太顾客服务协会主席及杰出顾客关系服务奖评审团评委
课程日期
香港 (英文 ) - 2019年 5 月 23-24 日
深圳 (普通话) - 2019年 7 月 23 - 24 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)
讲师
朱刚岑先生
亚太顾客服务协会主席及杰出顾客关系服务奖评审团评委
课程日期
香港 (英文) - 2019年 5 月 30 - 31 日
深圳 (普通話 ) - 2019年 7 月 25 - 26 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
连续多年保持较高客户满意度和较低客户投诉率
- 客户满意率超过97％以上，客户满意度保持在85分以上。
- 多次在深圳市窗口行业公众满意度排名中名列第一。
- 多次在深圳市公用事业行业满意度测评中名列第一。
- 客户投诉率低于十万分之二。
深圳市燃气集团股份有限公司
高效的服务网络
- 拥有110个服务网点和1300名上门服务人员。
- 呼叫中心拥有79个席位，超过96名客服代表，1处灾备基地，实现24小时全人工直接接听，接听率超过97％，远超同行平均水平。
- 提供线下自助服务终端和线上服务平台，24小时不间断服务。
深圳市燃气集团股份有限公司
智慧燃气服务模式
- 微信，支付宝，网上营业厅等全渠道服务，年均业务量超过1000万次。
- 高效的客户信息系统实现客户信息及业务信息全自动记录及流转。
- 员工使用移动终端上门服务，服务现场可以实时进行信息交互。
- 运用信息化系统实现服务运营指标实时可视化呈现及分析。
深圳市燃气集团股份有限公司
丰富的客户意见倾听渠道
- 通过电话回访，第三方客户满意度测评，神秘顾客调查，服务检查等多渠道倾听客户意见。
- 将客户需求焦点分解为服务管控指标体系，借助平衡记分卡等工具打造量化的组织绩效考核体系，核心业务全部实现量化指标监控。
深圳市燃气集团股份有限公司
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
上海 - 2019年5月7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
蔡东升先生
上海市健康安全环境Hse协会秘书长
主题： 国际领先企业的核心品牌价值建设与设计思维
费用： 免费, 或门外售票(非会员) RMB200
时间： 2:00pm - 5:00pm
地点： 上海虹口区北外滩峨嵋路315号国科（上海）国际创新产业基地2楼
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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