Global Certification Program

Certificate in Customer Service Management (CCSM) (Course Code: 21C04911-5)

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) (Course Code: 21C04911-5)

Overview & Objective

This programme has been registered in the list of CEF reimbursable programmes. Application for CEF has to be made before commencement of the programme. Details can be found at https://www.wfsfaa.gov.hk/cef

This four-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 four -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.

Entry requirements
•HKCEE 5 subject passes, including English Language and Mathematics
•with 2 years business related experience; OR – Aged 21 or above with 2 years experience in business related field; OR – A recognized degree; OR – Holding the managerial position.

Course Outline

A Strategic Partner To The Business

    • Contribution of The Contact Center
    • Customer Contact Matrix
    • Developing A World-Class Contact Center Framework
    • Supply – Demand Ratio for Services

Managing Operation

    • SLA and SLM
    • Staffing Model
    • Workforce Management
    • Quality Assurance
    • Best-in-Class CRM Benchmarking

Customer Relationship Management (CRM)

    • CRM Stages for Analytics
    • CRM Implementation Foundation
    • Managing CRM Project for Success
    • Successful Business Case Study

Managing Customer Satisfaction

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

Planning Customer Satisfaction Research on Contact Center

    • Internal Planning
    • Determination of Performance Attributes
    • Satisfaction Improvement Initiatives

Managing Technology

    • Today's CRM & Contact Center Technologies
    • Technology Selection & Vendor Assessment
    • Knowledge Management
    • Disaster Recovery Plan

Managing People & Performance

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

Managing A Business Unit

    • Competencies of a Contact Center Manager
    • Building a Successful Team
    • Managing Finance
    • Creating Your Business Services
    • Interdepartmental Linkage & Effective Communication
    • Leadership Behaviors

World-Class Customer Service Framework

    • Strategic Value of Customer Service
    • World Class Foundations
    • The Need and Benefits of Standard
    • Customer Communication Strategy

Customer Service Center Analysis

    • Customer Metrics and Measures
    • Calculating call / customer service transaction volume & staffing requirements
    • Customer Experience Audit
    • Customer Contingency Plan
    • Customer Behaivor Analysis
    • Trend Analysis, Prediction and Prevention

Quality Assurance

    • QA Systems, Tools and Implementation
    • QA Problems and Preventions
    • Mystery Shopping Program Success Factors
    • Customer Feedback and Reporting
    • Compliance Measurement
    • Review Frequency

The Customer Service Quality Standard and Site Audit

    • International Quality Standards and Certifications
    • Audit Technique and Score Card
    • Management Responsibilities
    • Resource Management
    • Process Management
    • Performance Measurement
    • Integration with the Balanced Score Card

Process Improvement and Problem Solving

    • Creating and Mapping Customer Service Processes and Workflow
    • Measuring Process Performance
    • Business Process Improvement
    • Business Process Reengineering (BPR)
    • Problem Solving and Root Cause Analysis

Best-in-Class CRM Benchmarking

    • 360 Degree Benchmarking & Improving for World Class Standards
    • Customer Satisfaction Measurement
    • Mystery Calls and Mystery Shopping
    • Process & Performance
    • Technology

Customer Service Statistics and Numbers

    • Key Performance Indicators and Metrics
    • Definitions, Measurement & Improvement
    • Analysis and Reporting for Management Review

Knowledge Management

    • Knowledge Management Key Success Factors
    • Successful Measures and KPI’s for KM
    • Develop the Customer Service Knowledge Management (CSKM)
    • ROI on Knowledge Management

Course schedule:
Certificate in Customer Service Management (CCSM) (Course Code: 21C04911-5)
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.

Certificate in Service Excellence Leadership (CSEL) (Course Code: 21C05006-7)

It will cover the basic and advanced topics in customer service team leadership that enable the participants to increase their awareness and knowledge of supervisory skills and management concept. Students will also learn how to coach the frontline staff and motivate them. The problem solving skills and service quality efficiency can be enhanced through the training.

Certificate in Professional Customer Service (CPCS) CEF Reimbursable (Course Code: 21C0127-6)

This course will equip the participants with effective customer handling techniques and Customer Service Best Practices. Participants will learn proactive problem resolution, escalation procedures, and the foundations of Customer Service skills through a four-day complete program.


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
7 - 10 Jan 2020Hong KongEnglishCRMD4012HK
Certified Customer Relationship Management Manager (CRMM)
(HK$10,000 / RMB$10,000 / US$1,300)
DateCityLanguageCourse Code
9 - 10 Jan 2020Hong KongEnglishCRMM4014HK
Certified Customer Service Analyst & Auditor (CCSA)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
16 - 17 Dec 2019ShenzhenMandarinCCSA4067SZ
7 - 8 Jan 2020Hong KongEnglishCCSA4068HK
13 - 14 Jan 2020SingaporeEnglishCCSA4066SG
Certified Contact Center Analyst & Auditor (CCCA)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
16 - 17 Dec 2019ShenzhenMandarinCCCA4067SZ
7 - 8 Jan 2020Hong KongEnglishCCCA4068HK
13 - 14 Jan 2020SingaporeEnglishCCCA4066SG
Certified Contact Center Manager (CCCM)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
18 - 19 Dec 2019ShenzhenMandarinCCCM4077SZ
9 - 10 Jan 2020Hong KongEnglishCCCM4078HK
15 - 16 Jan 2020SingaporeEnglishCCCM4076SG
Certified Customer Service Center Manager (CSCM)
(HK$8,800 / RMB$8,800 / US$1,200)
DateCityLanguageCourse Code
18 - 19 Jan 2019ShenzhenMandarinCSCM4077SZ
9 - 10 Jan 2020Hong KongEnglishCSCM4078HK
15 - 16 Jan 2020SingaporeEnglishCSCM4076SG
Certified Customer Service Supervisor (CCSS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
19 - 20 Dec 2019Hong KongCantoneseCCSS4039HK
Certified Contact Center Supervisor (CCCS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
19 - 20 Dec 2019Hong KongCantoneseCCCS4040HK
Certified Telemarketing Supervisor (CTMS)
(HK$7,200 / RMB$7,200 / US$925)
DateCityLanguageCourse Code
19 - 20 Dec 2019Hong KongCantoneseCTMS4004HK
Certified Customer Service Professional (CCSP)
(HK$5,800 / RMB$5,800 / US$745)
DateCityLanguageCourse Code
12-13 December 2019Hong KongCantoneseCCSP4049HK
Certified Contact Center Professional (CCCP)
(HK$5,800 / RMB$5,800 / US$745)
DateCityLanguageCourse Code
12-13 December 2019Hong KongCantoneseCCCP4049HK
Effective Communication & Objection Handling (ECOH)
(HK$3,000 / RMB$3,000 / US$385)
DateCityLanguageCourse Code
12 December 2019Hong KongCantoneseECOH4049HK
Complaint Handling & Stress Management (CHSM)
(HK$3,000 / RMB$3,000 / US$385)
DateCityLanguageCourse Code
13 December 2019Hong KongCantoneseCHSM4049HK
Certificate in Customer Service Management (CCSM)
CEF Reimbursable (Course Code: 21C04911-5)
(HK$13,000/ RMB$13,000 / US$1,750)
DateCityLanguageCourse Code
16 - 19 Dec 2019ShenzhenMandarinCCSM4047SZ
7 - 10 Jan 2020Hong KongEnglishCCSM4048HK
13 - 16 Jan 2020SingaporeEnglishCCSM4046SG
Certificate in Service Excellence Leadership (CSEL)
CEF Reimbursable (Course Code: 21C05006-7)
(HK$11,000 / RMB$11,000 / US$1,410)
DateCityLanguageCourse Code
19 - 20 Dec 2019 + elective moduleHong KongEnglish & CantoneseCSEL4007HK
Certificate in Professional Customer Service (CPCS)
CEF Reimbursable (Course Code: 21C0127-6)
(HK$11,000/ RMB$11,000 / US$1,410)
DateCityLanguageCourse Code
12-13 December 2019 + elective moduleHong KongEnglish & CantoneseCPCS4007HK
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.



Please fill in below form in order to get the Certificate in Customer Service Management (CCSM) Brochure
All fields must be filled in.