Program People Site
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.
DETAILCertificate in Customer Service Management (CCSM)
Overview & Objective
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)
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.
DETAILCertified Contact Center Manager (CCCM)
Overview & Objective
This two-day course will cover 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. Contact Center Managers will also 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.
This two-day course addresses the importance of managing the Contact Center outputs and exceeding customer expectations by elevating customer care and professionalism at the Contact 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 accommodate a broad range of Contact Center environments.
Certification Procedures
To achieve the Contact Center Manager Certification, participants should attend the two-day course, complete the written exam and submit a project paper. Each participant has 1 month from the course date to complete the written exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Contact Center Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.
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
Course schedule:
Certified Contact Center Manager (CCCM)
Price: HK$8,800 / RMB$8,800 / US$1,200
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.
DETAILCertified Customer Service Analyst & Auditor - (CCSA)
Overview & Objective
This two-day course will cover advanced analytical techniques used in the customer service centers, data interpretation and how to take action based on this analysis. The course will also take you through a real life case study of the benchmarking of customer service centers in Hong Kong, Taiwan, Singapore and Malaysia.
Participants will learn techniques on data preparation and presentation to management for extensive customer service performance reporting. Participants will also equip themselves with a comprehensive understanding of auditing techniques used in customer service centers and to ensure Customer Service 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.
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 accommodate a broad range of Contact Center environments.
Certification Procedures
To achieve the certification, participants should attend the above two-day training and complete an on-line written examination and submit a CCSA project paper.
Each participant has 1 month from the course date to complete the written certification exam. The written exam takes approximately 1 hour. All exams are on pass / fail basis. If necessary, a Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM Analytics, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.
Course Outline
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 Behaviour 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:
Certified Customer Service Analyst & Auditor - (CCSA)
Price: HK$8,800/ RMB$8,800 / US$1,200
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.
DETAILCertified Contact Center Professional (CCCP)
Overview & Objective
The Certified Contact Center Professional course will equip the participants with effective customer handling techniques and Contact Center Best Practices. Participants will learn proactive problem resolution, escalation procedures, and the foundations of Contact Center skills through a two-day complete program.
This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.
Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro Analysis are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.
Certification Procedures
To achieve the certification, participants should attend the two-day training and complete an on-line written examination and a verbal examination.
As each participant is unique with the strength and weaknesses, the verbal examination also provides a “one-to-one” coaching environment to the participants. The key benefits are to ensure that each participant will be able to apply the skills learned and to have a changed behaviour and attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.
Course Outline
The Value and Function of a Contact Center
- The changing role of your Contact Center
- The Value of a Customer Contact and Effective Contact Management
- Best Practice, world-class Contact Center
Enneagram & U
- Learn to know your own areas of strength, the areas of non-strength, and ways that help to manage both.
- Identify opportunities for personal and professional development.
- Enable you to learn about the inner drives, real needs, and core motives of different personalities –their own and those of their customers.
- To create a map to understand the inner drive of people that is a major key to communicating more effectively, understanding one another, and avoiding misunderstandings.
Effective Communication Skills
- Vocal Elements
- Active Listening Skills
- The F.A.S.T. Way
- Focus
- Assumption
- Say Less with More
- Tone
Best Practice in Customer Service
- The Spirits of Best Practice
- Break the Norm
- Take Control
- How to create “Little Nice Surprise”
- Doing no wrongs vs being appreciated
- Win-Win-win
- The Arts of Words - F.A.S.T.
- How to Say “NO”
Strategic Customer Service Skills - Learn the formula on how to:
- Improve Efficiency
- Create Consistency
- Manage Customer Expectation
- Reduce Potential Complaints
- Increase Customer Satisfaction
Consultative Communication Skill for Sales & Non-Sales Professional with ABCDEFG:
- Avoid Building Consultant Driver Engage Failure Goal
- A.I.D.A Probing Techniques
- USP Selling Techniques
Complaints Handling
- Impact & Benefits of Complaints
- Steps of Effective Complaint Handling
- Dos and Don'ts in Complaint Handling
Handling Difficult Customers
- Know your difficult customers
- Develop communication strategies
Stress Management
- Health Check
- Strategies to reduce or eliminate sources of stress
- Learn how to improve your emotional reactions and avoid negative impact to your relationship with customers, colleagues and your family
Course schedule:
Certified Contact Center Professional (CCCP)
Price: HK$5,800 / RMB5,800 / US$745
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.
DETAILCertified Customer Service Professional (CCSP)
Overview & Objective
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.
Course Discussions and Exercise
Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.
Certification Procedures
To achieve the certification, participants should attend the two-day training and complete an on-line written examination and a verbal examination.
As each participant is unique with the strength and weaknesses, the verbal examination also provides a “one-to-one” coaching environment to the participants. The key benefits are to ensure that each participant will be able to apply the skills learned and to have a changed behaviour and attitude.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.
Course Outline
The Value and Function Customer Service
- The changing role of the Customer Service Professional
- The Value of a Customer Contact and Effective Contact Management
Customer Service Best Practices
- How to do more with saying less
- How to manage customer expectation
- How to impress the customer with proactive service
Communication Skills
- Skills and Characteristics of Communication
- Vocal Elements
- Active Listening Skills
- Questioning Techniques
- Written responses to Email and Fax Communication
Customer Service Skills
- Understand the importance of customer retention and link to profitability
- Service Level Agreement
- Exceeding Customer Expectations
- Business Severity and Priority Levels
- Customer psychology
Managing Complaints and Difficult Customers
- How to say "NO"
- Impact of Complaints
- Positive Attitude to Complaint
- Strategies to Handle Difficult Customers
- Steps for Effective Complaint Handling
- Dos and Don’ts of Complaint Handling
Pro-Active Checklist
- Know Your Customer and Their Needs
- Going the Extra Mile
- Consultative Service
Knowledge Management
- Best Practices for Capturing and Storing Knowledge
- Common Challenges of Documenting Knowledge
- Extracting Value from Existing Knowledge
Course schedule:
Certified Customer Service Professional (CCSP)
Price: HK$5,800 / RMB$5,800 / US$745
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.
DETAILCertified Contact Center Supervisor (CCCS)
Overview & Objective
This two-day CCCS course will cover 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.
This two-day course 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 business objectives.
Course Discussions and Exercise
Lots of exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environment. Stimulating exercises, video, business case studies, role-play and are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service and Business Management skills and mindset for a world class Contact Center.
This course is designed to accommodate a broad range of intensive customer service, relationship management and fulfillment environments. 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 accommodate a broad range of Contact Center environments.
Certification Procedures
To achieve the certification, participants should attend the above two-day training and complete an on-line written examination and submit a CCCS project paper. The purpose of the exam is to ensure that the participants will have working knowledge and apply what they have learnt from the training at their workplace.
Each participant has 1 month from the course date to complete the written exam. The written exam takes approximately 1hour. All exams are on pass / fail basis.
As each participant is unique with the strength and weaknesses, the key benefits of the project paper are instructor will review your exam and project with you and help you plan for success to ensure that each participant will be able to apply the best practices learned to lead and manage a world class Contact Center team.
Who Should Attend
Suitable for all levels of staff from Manager to Professionals involved with CRM, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.
Course Outline
World Class Contact Center Best Practices
- Contribution of The Contact Center Team
- Foundation of a World Class Contact Center
- Contact Center Best Practices
- HIT and JIT Training
Coaching and Supervisory Skills
- Fundamentals of Coaching
- Coaching and Communication
- Coaching for Retention
- Coaching Difficult Employees
Managing & Motivating Performance
- Leadership
- Empowerment & Ownership
- Staff Motivation
- Team building
- Achieving Team Targets
- Stress management
- Practical ways for stress management
- Emotion management
Problem Solving
- Investigation & Problem Solving
- Root Cause Analysis
- Tools and Techniques
Customer Service Skills
- Understand the importance of customer retention and link to profitability
- Service Level Agreement
- Exceeding Customer Expectations
- Building the Relationship with Customers
- Business Severity and Priority Levels
- Strategies to Handle Difficult Customers
Quality Assurance
- The Corporate Culture: Service Culture
- Service Level Agreement and Management
- Quantitative and Qualitative Metrics
- QA Best Practices
- Best-in-Class Contact Center Benchmarking
Time Management
- Problem Solving Identify Time Demand
- Practical Ways to effective time management
- Techniques for Time Management
- Time waster identification
- Practical ways to enhance productivity
- Overcome Overtime
Course schedule:
Certified Contact Center Supervisor (CCCS)
Price: HK$7,200 / RMB$7,200 / US$925
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.
DETAILCertified Contact Center Analyst & Auditor (CCCA)
Overview & Objective
This two-day course will cover advanced analytical techniques used in the Contact Center, data interpretation and how to take action based on this analysis. The course will also take you through a real life case study of the benchmarking of over fourteen Contact Centers in Hong Kong, Taiwan, Singapore and Malaysia.
Participants will learn techniques on data preparation and presentation to management for extensive Contact Center performance reporting.
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.
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 accommodate a broad range of Contact Center environments.
Certification Procedures
To achieve the Contact Center Analyst Certification, participants should attend the two-day course and complete the written exam. Each participant has 1 month from the course date to complete the written certification exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Contact Center Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM Analytics, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.
Course Outline
World-Class Contact Center Framework
- Strategic Value of Contact Center
- World Class Foundations
Contact Center Analysis
- Problem Solving and Root Cause Analysis
- Calculating Call Volume & Staffing Requirements
- Contact Center Processes and Workflow
- Customer Database Management
- Trend Analysis, Prediction and Prevention
The Contact Center Standard and Site Audit
- International Quality Standards and Certifications
- Management Responsibilities
- Resource Management
- Process Management
- Operations Management
- Performance Measurement
- Compliance Measurement
- Security and Privacy
- Review Frequency
Quality Assurance
- QA Systems, Tools and Implementation
- Call Handing Procedures and Monitoring
- Customer Feedback and Documentation
CRM & Contact Center Benchmarking
- Benchmarking & Improving for World Class Standards
- Customer Satisfaction Measurement
- Mystery Calls and Mystery Shopping
- Process & Performance
- Technology
Knowledge Management
- Systems and Structures
- Building and Maintaining the KM System
Contact Center Statistics and Numbers
- Key Performance Indicators and Metrics
- Definitions, Measurement & Improvement
Effective Communication and Presentation
- Presentation Skills
- Reporting and Writing
Course schedule:
Certified Contact Center Analyst & Auditor (CCCA)
Price: HK$8,800/ RMB$8,800 / US$1,200
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.
DETAILCertified Telemarketing Supervisor (CTMS)
Overview & Objective
This two-day CTMS course will cover 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 Telemarketing in terms of technology as well as management concept.
The course 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.
Teaching Activities
Stimulating exercises and Micro Analysis are provided throughout the session, allowing participants to sharpen their telemarketing techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfilment environments.
Certification Procedures
To achieve the Telemarketing Supervisor Certification, participants should attend the two-day course, complete an online exam and submit a CTMS project paper.
Each participant has 1 month from the course date to complete the online exam. It takes approximately 1 hour. All exams are on pass / fail basis. If necessary, a Certified Instructor will review your project with you and help you plan for success.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.
Course Outline
World-Class Contact Center
- Contribution of The Contact Center
- Foundation of a World-Class Contact Center
- Customer Contact Matrix
- Service Level Agreement
Coaching and Supervisory Skills
- Fundamentals of Coaching
- Coaching and Communication
- Coaching for Retention
- Coaching Difficult Employees
- Staff Motivation
- Types of Motivation
- Leading and Building A Successful Team
- 4 stages of forming a team
- Achieving Team Targets
- Empowerment & Ownership
Proactive Problem Solving
- Investigation & Problem Solving
- Root Cause Analysis
- Tools and Techniques
Managing Telemarketing Campaign
- Planning a Telemarketing Campaign
- Resources Management
- Call Planning
- Telemarketing KPI’s
- Prioritizing the Resources
Managing Telemarketing Team
- Management of Telemarketing Team
- EQ management (e.g. how to face when low hit rate)
- How to carry on the morale of selling
- Creation the desire
- Sales Time Management
Quality Assurance
- The Corporate Culture: Service Culture
- Service Level Agreement and Management
- Quantitative and Qualitative Metrics
- QA Best Practices
- World-Class Benchmarking
Course schedule:
Certified Telemarketing Supervisor (CTMS)
Price: HK$7,200 / RMB$7,200 / US$925
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.
DETAILCertified Customer Service Center Manager (CSCM)
Overview & Objective
This two-day course will cover the basic and advanced topics in Customer Service Center Management that enable the participants to increase their awareness and knowledge of the latest development of Customer Service Center in terms of technology as well as management concept. Contact Center 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 Center teams. Whether implementing a new Customer Service Center or rejuvenating an existing one, participants will be prepared for the challenges.
This two-day course addresses the importance of managing the Customer Service Center 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 accommodate a broad range of Customer Service Center environments.
Certification Procedures
To achieve the Contact Center Manager Certification, participants should attend the two-day course, complete the written exam and submit a project paper. Each participant has 1 month from the course date to complete the written exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Contact Center Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Customer Service Center is an advantage but not essential.
Course Outline
A Strategic Partner To The Business
- Contribution of The Customer Service Center
- Customer Contact Matrix
- Developing A World-Class Customer Service 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 Customer Service Center
- Internal Planning
- Determination of Performance Attributes
- Satisfaction Improvement Initiatives
Managing Technology
- Today's CRM & Customer Service 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 Customer Service Center Manager
- Building a Successful Team
- Managing Finance
- Creating Your Business Services
- Interdepartmental Linkage & Effective Communication
- Leadership Behaviors
Course schedule:
Certified Customer Service Center Manager (CSCM)
Price: HK$8,800 / RMB$8,800 / US$1,200
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.
DETAILCertified Customer Relationship Management Manager (CRMM)
Overview & Objective
Establishing and sustaining life-long customer relationship is the key to success in the new interactive economy. Differentiating customer treatment based on customers needs and values hold the key to increase customer loyalty, satisfaction and profitability. The course incorporates group interaction, real life case study scenarios and dynamic facilitation of course materials to create a positive and exciting experience.
Successful Customer Relationship Management Director 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.
Teaching Activities
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 accommodate a broad range of CRM environments.
Certification Procedures
To achieve the CRM Manager Certification, participants should attend the two-day course, complete an online exam and submit a CRMM project paper. Each participant has 1 month from the course date to complete the online exam. It takes approximately 1 hour. The exam scope covers the CRM strategy, practices and processes presented in the course. All exams are on pass / fail basis. If necessary, a CRM Certified Instructor will review your project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff involved with CRM. Prior knowledge of CRM techniques is an advantage but not essential.
Course Outline
Managing Customer Satisfaction
- Customer Satisfaction & Loyalty
- Linking Satisfaction to Business Results
- Customer Satisfaction Survey
CRM's Return on Investment
- Justifying Investments
- Working with decision makers
- The 6-Step ROI Process
- Quantifying the benefits and costs of a solution
- Best Practices on how to present your ROI case
- Case Study: Calculating your ROI
CRM Systems
- Building a 360 degree view of the Customer
- Differentiating between various information types
- Know who are the key providers of CRM information systems
- Selecting and Managing CRM Vendors
- Understand more about calculating the Total Cost of Ownership of IT equipment
Successful CRM Strategy
- CRM and Business Impact
- Importance of CRM within the Enterprise
- CRM - Major Areas
- Aligning your Corporate Strategy
- 3 phases of CRM
CRM Project Management
- Formulating a solid CRM vision
- Best Practices for management buy-in
- Relationship between business processes and CRM implementation
- Effectively select a CRM vendor
- CRM projects & Change Management
- 7 critical steps for a successful CRM implementation
- Top 10 reasons why CRM projects fail
Managing Technology
- Today s CRM Technology
- Getting Through To Your Customer Touchpoint
- Processing Customer Requirements & Data
- Knowledge Management
- Linkages of Contact Functions
- Disaster Recovery Plan
Course schedule:
Certified Customer Relationship Management Manager (CRMM)
Price: HK$10,000 / RMB$10,000 / US$1,300
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.
DETAILCertified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner)
Overview & Objective
Establishing and sustaining life-long customer relationship is the key to success in the new interactive economy. Differentiating customer treatment based on customers needs and values hold the key to increasing customer loyalty, satisfaction and profitability. The course incorporates group interaction, real life case study scenarios and dynamic facilitation of course materials to create a positive and exciting experience.
Successful Customer Relationship Management Director 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.
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 accommodate a broad range of CRM environments.
Certification Procedures
To achieve the CRM Director Certification, participants should attend the two-day course, complete an online written exam and submit a project paper. Each participant has 1 month from the course date to complete the online written certification exam.
The exam scope covers the CRM strategy, practices and processes presented in the course. The written exam takes approximately 1 hour. All exams are on pass / fail basis. If necessary, a CRM Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff involved with CRM. Prior knowledge of CRM techniques is an advantage but not essential.
Course Outline
Successful CRM Strategy
- CRM and Business Impact
- Importance of CRM within the Enterprise
- CRM - Major Areas
- Aligning your Corporate Strategy
- 3 phases of CRM
CRM Proposition & Benefits
- Driving force and objectives of CRM
- 3 Stages of Customer Loyalty Management
- Aligning for CRM Success: Corporate Vision & Mission
- Loyalty Marketing
- Calculate your Net Present Value (NPV)
CRM Project Management
- Formulating a solid CRM vision
- Best Practices for management buy-in
- Relationship between business processes and CRM implementation
- Effectively select a CRM vendor
- CRM projects & Change Management
- 7 critical steps for a successful CRM implementation
- Top 10 reasons why CRM projects fail
CRM's Return on Investment
- Justifying Investments
- Working with decision makers
- The 6-Step ROI Process
- Quantifying the benefits and costs of a solution
- Best Practices on how to present your ROI case
- Case Study: Calculating your ROI
CRM Systems
- Building a 360 degree view of the Customer
- Differentiating between various information types
- Know who are the key providers of CRM information systems
- Selecting and Managing CRM Vendors
- Understand more about calculating the Total Cost of Ownership of IT equipment
Knowledge Discovery & Knowledge Management
- The Evolution of Knowledge Management
- Understanding Knowledge Value
- Relationship between information and knowledge
- Best Practices for Knowledge Measurement
- The Knowledge Management framework
- Knowledge Types
- Calculating your Customer Lifetime Value (CLV)
Data Mining & Data Warehousing
- An Introduction to Data Mining
- Challenges of Data Mining
- Data Mining Techniques
- A Step-by-Step Process of Data Mining
- Models & Algorithms
- Building Decision Trees
- Next Generation of Data Mining
Course schedule:
Certified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner)
Price: HK$18,000 / RMB$18,000 / US$2,400
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.
DETAILEffective Communication & Objection Handling (ECOH)
Overview & Objective
This one-day course will cover effective strategies and best practices to transform your contact center into a “profit center”. Learn how to close sales effectively over the telephone, as well as cross-sell and up-sell services and products. Learn how to sell the benefits of your products and services for increased revenue and opportunities.
Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply what they have learnt in class.
Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and telemarketing, as well as people who would like to learn more about consultative selling techniques.
Course Outline
The Value and Function of a Contact Center
- The changing role of your Contact Center
- The Value of a Customer Contact and Effective Contact Management
- Best Practice, world-class Contact Center
Enneagram & U
- Learn to know your own areas of strength, the areas of non-strength, and ways that help to manage both.
- Identify opportunities for personal and professional development.
- Enable you to learn about the inner drives, real needs, and core motives of different personalities –their own and those of their customers.
- To create a map to understand the inner drive of people that is a major key to communicating more effectively, understanding one another, and avoiding misunderstandings.
Effective Communication Skills
- Vocal Elements
- Active Listening Skills
- The F.A.S.T. Way
- Focus
- Assumption
- Say Less with More
- Tone
Consultative Communication Skill for Sales & Non-Sales Professional with ABCDEFG:
- Avoid Building Consultant Driver Engage Failure Goal
- A.I.D.A Probing Techniques
- USP Selling Techniques
Objection Handling
- What are the Common Objections
- The Hidden Message of Objections
- Strategies to Handle Objections
Course schedule:
Effective Communication & Objection Handling (ECOH)
Price: HK$3,000 / RMB$3,000 / US$385
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.
DETAILComplaint Handling & Stress Management (CHSM)
Overview & Objective
Contact Center or Customer Service Center is recognized as one of the most stressful working environments. Failure to address this issue can reduce profitability through increased staff absenteeism or turnover and a decrease in revenue resulting from dissatisfied customers going elsewhere.
This workshop is designed to meet the needs of front-line staff, faced with difficult customers and related stress, learning what techniques work for you, and applying those techniques effectively and proactively at work. The techniques in this workshop will help front-line staff diffuse adverse situations, handle customer complaints, and increase customer retention and satisfaction.
Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply what they have learnt in class.
Who Should Attend
Team Leaders, Officers and Executives of Contact Centers/Customer Services as well as people who would like to learn more about stress management techniques.
Course Outline
The Value and Function of a Contact Center
- The changing role of your Contact Center
- The Value of a Customer Contact and Effective Contact Management
- Best Practice, world-class Contact Center
Best Practice in Customer Service
- The Spirits of Best Practice
- Break the Norm
- Take Control
- How to create “Little Nice Surprise”
- Doing no wrongs vs being appreciated
- Win-Win-win
- The Arts of Words - F.A.S.T.
- How to Say “NO”
Strategic Customer Service Skills - Learn the formula on how to:
- Improve Efficiency
- Create Consistency
- Manage Customer Expectation
- Reduce Potential Complaints
- Increase Customer Satisfaction
Complaints Handling
- Impact & Benefits of Complaints
- Steps of Effective Complaint Handling
- Dos and Don'ts in Complaint Handling
Handling Difficult Customers
- Know your difficult customers
- Develop communication strategies
Stress Management
- Health Check
- Strategies to reduce or eliminate sources of stress
- Learn how to improve your emotional reactions and avoid negative impact to your relationship with customers, colleagues and your family
Course schedule:
Complaint Handling & Stress Management (CHSM)
Price: HK$3,000 / RMB$3,000 / US$385
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.
DETAILCustomer Satisfaction Survey & Management Workshop (CSSM)
Overview & Objective
This two-day workshop will cover the basic and advanced topics in On-line and Off-line Customer Satisfaction Survey and Management that enable the participants to increase their awareness and knowledge of the Customer Satisfaction Survey in terms of methodology as well as management concept. Participants will also learn how to develop appropriate plans to integrate the survey.
This two-day course addresses the importance of managing Customer Satisfaction Survey and exceeding customer expectations by analyzing the results from the survey. Participants will have a complete and systematic learning of every aspect of satisfaction survey from designing to presenting.
ADDITIONAL BENEFIT of this workshop: Participants will receive a general report of the eSurvey on one industry (Internet Banking, Internet Securities Trading, Internet Purchasing)
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.
Practical Case Study
Experience sharing, lesson learned and findings in the online customer satisfaction and loyalty survey in HK:-
• Internet Banking
• Internet Securities Trading
• Internet Purchasing
Who Should Attend
Head of Service Quality, Head of Operations, Branch Director, Head of Customer Service, General Manager, Marketing Director
Course Outline
How to Design a Successful On-line and Off-line Customer Satisfaction and Loyalty Survey
- Questionnaire Design
- Focus Group
- Infrastructure for online survey
- Analysis
Advances In Customer Satisfaction Management Introducing / Understanding Customer Satisfaction And Loyalty
- What Is Customer Satisfaction?
- Impact of Customer Satisfaction
- Who Are Your Customers?
- What Are Customers Expectations?
- Performance Gap Analysis
- Voice of Customers
Problem Definition & Model Formulation
- Qualitative Research
- Analysis of Past Data
- Attrition Research
- Latest Model Development
- Transactional vs. Relationship Survey
Program Design
- Questionnaire Design & Scaling
- Sampling
- Means of Data Collection
Performance Metrics
- Reliability of Metrics
- Performance Tracking
Competitive Measures
- Benchmarking
- Gap Analysis
- Value Mapping
Tracking System
- Goal Setting
- Continuous Feedback
- Testing New Initiatives
Action Plan For Improvement
- Quadrant Charts
- Key Drivers Analysis
- Best Practices
Strategic Analysis
- Loyalty Modeling
- Recovery Strategies
- What if? Analysis
- Payoff Analysis
- Pitfalls of Regression Model
- Advanced Statistical Tools
Program Evaluation
- Impact Analysis
- Program Refinement
Presenting CSM Results
- Actionable/Informative Output
Course schedule:
Customer Satisfaction Survey & Management Workshop (CSSM)
Price: HK$20,000 / RMB$20,000 / US$2,570 per company with max. 2 delegates
Course Schedule
| Certified CRM Director (CRMD) (inclusive of the CRE Summit and Award Dinner) | (HK$18,000 / RMB$18,000 / US$2,400) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| Pls contact us for details | Hong Kong | English | CRMD4012HK |
| Certified Customer Relationship Management Manager (CRMM) | (HK$10,000 / RMB$10,000 / US$1,300) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 12 - 13 Sept 2024 + International CRE & CSQS Leadership Summit | Hong Kong | English | CRMM4020HK |
| Certified Customer Service Analyst & Auditor (CCSA) | (HK$8,800 / RMB$8,800 / US$1,200) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 10 - 11 Sept 2024 | Hong Kong (Zoom) | English | CCSA4085HK |
| Certified Contact Center Analyst & Auditor (CCCA) | (HK$8,800 / RMB$8,800 / US$1,200) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 10 - 11 Sept 2024 | Hong Kong (Zoom) | English | CCCA4085HK |
| Certified Contact Center Manager (CCCM) | (HK$8,800 / RMB$8,800 / US$1,200) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 12 - 13 Sept 2024 | Hong Kong (Zoom) | English | CCCM4085HK |
| Certified Customer Service Center Manager (CSCM) | (HK$8,800 / RMB$8,800 / US$1,200) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 12 - 13 Sept 2024 | Hong Kong (Zoom) | English | CSCM4085HK |
| Certified Customer Service Supervisor (CCSS) | (HK$7,200 / RMB$7,200 / US$925) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CCSS4039HK |
| Certified Contact Center Supervisor (CCCS) | (HK$7,200 / RMB$7,200 / US$925) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CCCS4040HK |
| Certified Telemarketing Supervisor (CTMS) | (HK$7,200 / RMB$7,200 / US$925) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CTMS4004HK |
| Certified Customer Service Professional (CCSP) | (HK$5,800 / RMB$5,800 / US$745) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CCSP4049HK |
| Certified Contact Center Professional (CCCP) | (HK$5,800 / RMB$5,800 / US$745) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CCCP4050HK |
| Effective Communication & Objection Handling (ECOH) | (HK$3,000 / RMB$3,000 / US$385) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | ECOH4049HK |
| Complaint Handling & Stress Management (CHSM) | (HK$3,000 / RMB$3,000 / US$385) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | Cantonese | CHSM4049HK |
| Certificate in Customer Service Management (CCSM) | (HK$13,000/ RMB$13,000 / US$1,750) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| 10 - 13 Sept 2024 | Hong Kong (Zoom) | English | CCSM4085HK |
| Customer Satisfaction Survey & Management Workshop (CSSM) | (HK$20,000 / RMB$20,000 / US$2,570 per company with max. 2 delegates) |
||
|---|---|---|---|
| Date | City | Language | Course Code |
| To be confirmed | Hong Kong | English | CSSM4023HK |
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