Global Certification Program

Certificate in Customer Service Management (CCSM)

Want to increase their awareness and knowledge of the latest development of Customer Service in terms of technology as well as management concept? Certificate in Customer Service Management will tell you how to develop appropriate plans to integrate the Customer Service Center within the organization and bring new insights, set visions and lead Customer Service teams. Whether implementing a new Customer Service or rejuvenating an existing one, participants will be prepared for the challenges.

DETAIL

Certificate in Customer Service Management (CCSM)

Overview & Objective

This two-day course will cover the basic and advanced topics in Customer Service Management that enable the participants to increase their awareness and knowledge of the latest development of Customer Service in terms of technology as well as management concept. Customer Service Managers will also learn how to develop appropriate plans to integrate the Customer Service Center within the organization and bring new insights, set visions and lead Customer Service teams. Whether implementing a new Customer Service or rejuvenating an existing one, participants will be prepared for the challenges.

This two-day course addresses the importance of managing the Customer Service outputs and exceeding customer expectations by elevating customer care and professionalism at the Customer Service Center.

 

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to address a broad range of Customer Service Center environments.

Certification Procedures
To achieve the Customer Service Management Certification, participants should attend the four-day course, complete the written exam and submit a project paper. The written exam takes approximately 2 hours. All exams are on pass / fail basis.

Who Should Attend
Suitable for all levels of staff from Directors to Supervisors involved with CRM, Customer Services, Sales and Marketing. Prior knowledge of Customer Service Center is an advantage but not essential.

 

Course Outline

Customer Service Quality Standard

    • Introduction and Overview of CSQS
    • Management Responsibilities
    • Resource Management
    • Process Management
    • Performance Management
    • Implementation of the Standard

Process Improvement & Problem Solving

    • How to differentiate the Customer Service Processes
    • How to monitor your service process
    • How to plan your project in a systematic way
    • Problem Solving
    • Types of problems
    • Problem Solving Cycle
    • 4A Model of Problem Solving
    • How to find out the root cause and optimum solution easily and effectively

Quality Assurance

    • Quality Assurance (QA) Importance and Definition
    • Auditing Against Standards and Procedures
    • Quality Monitoring
    • Methods for Quality Monitoring
    • Mystery Shopper / Visit / Audit
    • Customer Satisfaction
    • Efficiency and cost
    • Training improvements

CRM Benchmarking

    • The Top Ten Mistakes made in Benchmarking
    • Objectives of Benchmarking
    • Benchmarking Methodology Design

Service Statistics & Numbers

    • Customer Satisfaction Service Attributes
    • Preparing for your Report
    • Communicating Effectively
    • Body Language
    • Presentation delivery

Knowledge Management

    • Knowledge and Information
    • Identifying the information processes
    • Measurement Methods for Knowledge Management

Managing Customer Satisfaction

    • Customer Satisfaction & Loyalty
    • Linking Satisfaction to Business Results
    • Customer Satisfaction Survey
    • Managing Complaint

Customer Relationship Management (CRM)

    • Measuring Customer Success
    • CRM Stages for Analytics
    • CRM Implementation Foundation
    • Loyalty Marketing

Managing People & Performance

    • Recruitment, Retention Strategies
    • Training and Career Development Best Practices
    • Rewards & Recognition Management
    • Critical Coaching Skills

Managing Finance

    • Defining Cost, value and Revenue
    • Changing the Mindset from “Cost” to “Value” & “Revenue”
    • Tangible / Intangible Costs and Benefits
    • Quantifying the Value of Customer Service
    • Maintaining and Accounting System

Managing A Business Unit

    • Factors for Provision of a Good Customer Service Center
    • Interdepartmental Linkage & Effective Communication
    • Leadership Behaviours
    • Competencies of a Customer Service Center Manager
    • Building a Successful Team

Course schedule:
Certificate in Customer Service Management (CCSM)
Price: HK$13,000/ RMB$13,000 / US$1,750

Certified Contact Center Manager (CCCM)

Participants will learn the basic and advanced topics in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest development of Contact Center in terms of technology as well as management concept. Also, they will learn how to develop appropriate plans to integrate the Contact Center within the organization and bring new insights, set visions and lead Contact Center teams. Whether implementing a new Contact Center or rejuvenating an existing one, participants will be prepared for the challenges.

Certified Customer Service Analyst & Auditor - (CCSA)

Learn how to interpret data gathered at the Customer Service Center and leverage on the findings. Our Certified Customer Service Analyst class will guide you through the jungle of metrics to enable you to take pro-active action, enabling Customer Service Managers & Professional to deliver the best possible service to your customers.

Certified Contact Center Professional (CCCP)

Your professionals are at the frontline – these are the people who represent you company’s image. Join of Certified Contact Center Professional class and equip them with the best practices for handling customers. We will introduce to them the importance of Standard Operating Procedures (SOP’s) and Service Level Agreements (SLA’s) as well as the impact they can have on your company’s revenue channels. Maximize their skills to ensure 100% satisfaction is accomplished at each and every contact.

Certified Customer Service Professional (CCSP)

How to do more with saying less? How to manage customer expectation? How to impress the customer with proactive service? How to say “NO”? The Certified Customer Service Professional course will equip the participants with effective customer handling techniques and Best Practices. This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.

Certified Contact Center Supervisor (CCCS)

Participants will learn the basic and advanced topics in Contact Center Management that enable them to increase their awareness and knowledge of the latest development of Contact Center in terms of technology as well as management concept. Also, participants will have an effective learning of Contact Center including required skills and mindset to provide the strategic value to customers and the company and to build a successful team to achieve your Contact Center business objectives.

Certified Contact Center Analyst & Auditor (CCCA)

Participants will learn advanced analytical techniques used in the Contact Center, data interpretation and how to take action based on this analysis. Participants will also equip themselves with a comprehensive understanding of auditing techniques used in Contact Center and to ensure Quality Standards are implemented and followed. In addition, participants will have a greater understanding of the need to perform periodic audits and how to measure success.

Certified Telemarketing Supervisor (CTMS)

The course will enable the participants to increase their awareness and knowledge of the latest development of Contact Center Telemarketing in terms of technology as well as management concept. It also addresses the importance of managing the Contact Center Team and exceeding customer expectations by elevating service level, customer care and professionalism at the Contact Center. Participants will have an effective learning of Contact Center including required skills and mindset to provide the strategic value to customers and the company and to build a successful team to achieve your Contact Center telemarketing and sales objectives.

Certified Customer Service Center Manager (CSCM)

Participants will learn the basic and advanced topics in Service Center Management that enable the participants to increase their awareness and knowledge of the latest development of Service Center in terms of technology as well as management concept. Also, they will learn how to develop appropriate plans to integrate the Service Center within the organization and bring new insights, set visions and lead Service Center teams. Whether implementing a new Service Center or rejuvenating an existing one, participants will be prepared for the challenges.

Certified Customer Relationship Management Manager (CRMM)

Participants will learn how to strategically align their organizations to build profitable customer relationship. This course provides you with the knowledge and tools you need to create long-term strategies that meet business growth and customer lifetime value and CRM implementation objectives.

Certified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner)

Are you utilizing CRM within your organization? Then this course is made for you! Our CRM Director course is specifically designed for companies who want the maximum return on their investment.

Effective Communication & Objection Handling (ECOH)

Many companies are already transforming their “cost center” to a “pro-active profit center”. Join our Effective Communication class and start using the best strategies to cross-sell and up-sell your products and services. Learn how to turn complaints into sales and increase your revenue opportunities.

Complaint Handling & Stress Management (CHSM)

Contact Center is a stressful environment, and suffers from high staff turnover. Companies are constantly investing in training their frontline professionals, only to find that they leave their job after a short period of time. Our Complaint Handling and Stress Management course is designed to help professional overcome cumulative stress and to handle complaints in an effective manner and reduce turnover at the Contact Center.

Customer Satisfaction Survey & Management Workshop (CSSM)

Planning to survey your customer base? Already performing customer satisfaction surveys? STOP!! Join our workshop and learn about satisfaction survey best practices. We’ll guide you through the industry’s best practices to ensure your results are turned into positive action, increasing your company’s bottom line.


Course Schedule

Certified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner)
(HK$18,000 / RMB$18,000 / US$2,400)
DateCityLanguageCourse Code
Pls contact us for detailsHong KongEnglishCRMD4012HK
Certified Customer Relationship Management Manager (CRMM)
(HK$10,000 / RMB$10,000 / US$1,300)
DateCityLanguageCourse Code
To be confirmed + International CRE & CSQS Leadership SummitHong KongEnglishCRMM4020HK
Certified Customer Service Analyst & Auditor (CCSA)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
To be confirmed
Hong Kong (Zoom)EnglishCCSA4085HK
Certified Contact Center Analyst & Auditor (CCCA)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
To be confirmedHong Kong (Zoom)EnglishCCCA4085HK
Certified Contact Center Manager (CCCM)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
To be confirmed
Hong Kong (Zoom)EnglishCCCM4085HK
Certified Customer Service Center Manager (CSCM)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
To be confirmedHong Kong (Zoom)EnglishCSCM4085HK
Certified Customer Service Supervisor (CCSS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
To be confirmedHong KongCantoneseCCSS4039HK
Certified Contact Center Supervisor (CCCS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
To be confirmedHong KongCantoneseCCCS4040HK
Certified Telemarketing Supervisor (CTMS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
To be confirmedHong KongCantoneseCTMS4004HK
Certified Customer Service Professional (CCSP)
(HK$5,800 / RMB$5,800 / US$745)
DateCityLanguageCourse Code
To be confirmedHong KongCantoneseCCSP4049HK
Certified Contact Center Professional (CCCP)
(HK$5,800 / RMB$5,800 / US$745)
DateCityLanguageCourse Code
To be confirmed Hong KongCantoneseCCCP4050HK
Effective Communication & Objection Handling (ECOH)
(HK$3,000 / RMB$3,000 / US$385)
DateCityLanguageCourse Code
To be confirmed
Hong KongCantoneseECOH4049HK
Complaint Handling & Stress Management (CHSM)
(HK$3,000 / RMB$3,000 / US$385)
DateCityLanguageCourse Code
To be confirmedHong KongCantoneseCHSM4049HK
Certificate in Customer Service Management (CCSM)
(HK$13,000/ RMB$13,000 / US$1,750)
DateCityLanguageCourse Code
To be confirmedHong Kong (Zoom)EnglishCCSM4085HK
Customer Satisfaction Survey & Management Workshop (CSSM)
(HK$20,000 / RMB$20,000 / US$2,570
per company with max. 2 delegates)
DateCityLanguageCourse Code
To be confirmedHong KongEnglishCSSM4023HK

Course Registration


    Delegate 1

    Delegate 2

    Delegate 3

    Payment Methods

    Registration is confirmed ONLY upon receipt of payment.

    Telegraphic Transfer

    Cancellation and Transfer

    Please check here in order to process registration.
    Please kindly note that once registered, no refund will be made, however a replacement delegate is always welcome. APCSC / HKCSC reserves the right to postpone any course and will inform participants of such changes at least 1 week in advance. If a course is postponed, it will usually be held 1-3 months after. Please tick to confirm.



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