"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."

Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction . 

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.

课程中最有价值的内容是CSQS标准解读和案例分享，其中案例《Would I inspire me？》具有高度启发性。培训课程中，导师会积极鼓励学员参与讨论及分享。

鱼骨图分析和领导力对我个人而言是最有价值的题目。导师上课非常详尽。

培训课程中分享了很多优秀案例，而且案例选择非常具有针对性，其中《Would I inspire me?》对我来说最有价值，受益匪浅。导师谦和、敬业，是个好导师。

课程中优质顾客服务标准四大重点框架的讲解非常深入有意思。

这次培训课程信息量大，有关流程管理、资源管理及CRM方面的讲解印象深刻。导师案例准备充分，极具参考价值，举例生动有趣。

朱主席授课非常专业，分享了很多其它企业的成功案例，深受启发。课程中提到了对客户服务的创新方面的方法及经验，对于从事顾客服务行业者来说也是非常有价值的。

我认为课程中有关人员激励、CRM project 、5Why 5How 分析法及SLM是最有价值的。导师案例分析部分非常精彩，受益匪浅。

四天的CCSM课程使我收获很多，我会将所学知识积极运用于工作当中。我认为课程中提到的鱼骨图、5 why 5 how分析法及激励员工这三方面是最有价值的。导师对问题思考深刻，可以适时给出指导意见和建议。 

CCSM课程的整体效果都很好，课程内容丰富，与企业发展联系紧密。导师知识面广，上课很有自己的风格。课程中有关激励员工及知识管理的课题最令我受益匪浅，非常感谢！

我非常欣赏导师在顾客服务方面具有丰富的知识，管理审查方面的课题对我来说最有价值。

我认为Service Blue Print、RCA及鱼骨图最有价值。导师非常友好，耐心认真地解答问题。

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.

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.

The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples.

Customer Service Quality Standard, Managing People & Performance are the most valuable to me.

The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers.

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!

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.

Social Media 用户的满意度部分对我最有价值。导师有大量的实例分享、知识丰富。

导师对CSQS的解读比较深入，流程的改善那块用讨论和实践的方式非常好，对日后工作有较大启发。导师对小组讨论后的点评很精辟，对课程及时间安排得很准确、到位，通过练习让知识更多好理解。CSQS, 鱼骨图, 5why 5how, Managing people这些题目对我最有价值。

整个课程内导师为学员提供具有国际视野的分享和引导，为学员提供交流分享的平台，导师知识经验丰富。CRM, CSQS, Problem Solving课程对我很有帮助。同时，还学习到不同行业的客户服务管理资讯和经验。课程内容具国际视野，能为学员带来新的资讯。5Why & 5How对深挖问题具有启发性，为学员创造交流学习平台，打开视野。导师具有专业性，分享相关行业典范，耐心解答学员提问，能为学员创造沟通、讨论的机会和平台，学习增长经验。

小组讨论与导师评论内容都非常丰富。案例非常具备代表性和针对性，导师建议亦很有参考价值。Quality Assurance课题对我最有价值。

一次很深奥却极其有用的学习，对我今后的工作帮助很大。通过培训应该能自己最大力量增加客户满意度。导师解释清晰，时间把握准确，非常专业、耐心。CRM, Leadership题目对我最有价值。

CSQS平衡计分卡十分有效，知识量丰富，非常实用。导师知识丰富，有很多其他公司的经验来分享，有案例的运用，提供平台让学员互相交流。CRM, CSQS, KM, QA对我最有价值。

The most valuable topic to me was Managing People. Most effective about the instructor was his time management, valuable discussion and exercises, good visual aids. The course is very useful. Jason motivates all students and gave us a lot of positive energies other than knowledge. 

The most valuable topics to me were Managing People, Process Improvement and Problem Solving. Good video sharing in the class.  

Flow between slides + booklet was good.  Knowledge management is the most valuable topic to me.  Instructor has in depth knowledge and experience on all areas.

Most effective about the instructor was his knowledge in the field and clear delivery.  Managing Operations is the most valuable topic. 

Process improvement is the most valuable topic.

Knowledge management and process improvement were the most valuable topics to me.  Most effective about the instructor were managing a business unit, visuals, case sharing, and ideas.

CSQS and people management were the most valuable topics to me.  Instructor keeps asking questions and organizes discussions which I think was effective.

非常好的系统培训，令我对客户服务有了新的认识。课程理论很有系统，當中我觉得最有价值的题目是流程改进，项目改进。导师博学，耐心及专业，工作态度好，带病坚持上课。

最有价值的题目是赞赏流程的介绍及customer style, 最值得欣赏是导师知道很多分享的案例, 有很多世界性的案例很有参考价值, 能够提供一个交流平台让我见识了很多不同行业的管理, 客服体验, 受益匪浅, 非常感谢!

Problem solving & cause rooting are the most valuable topics. The instructor is good at patience, answering questions and time control. Effective motivate students to try their best to finish the exercise within the time frame.

最有价值的题目是鱼骨图分析及5why 5 how。导师博学并有独到的视角，能加强学员参与性，值得欣赏。

最有价值的题目是customer relationship management。 

The most valuable topics to me are the Customer Service Quality Standard, Problem Solving and Customer Relationship Management. The most effective about the instructor is his Illustration on best practice and market benchmarking; also he clearly elaborates the market practice to the class.

"The most valuable topic to me in this course is to understand that customers need to be told when service improvements are made to complete the cycle. The instructor is knowledgeable and his practical application is something that helped greatly in the learning. Over all, I enjoyed the course and it was a good opportunity to learn about the details that make a contact centre or other cost centre department add value."

"The most valuable topic to me is the Customer Service Quality Standard and Quality Assurance, and the most effective about the instructor is he is knowledgeable and able to share his view on the subject matter. Very interesting course with group participation. Able to network and understand from each participant’s different conditions. The instructor was able to bring the main point of the topic and present to the class."

"That is a great course with valuable and interesting sharing; relevant and fun platform of learning from the experiences and professionals from various industries. The most valuable topic to me is the Process Improvement & Problem Solving."

"It is a very intensive course. Customer relationship management, the CSQS standard, process improvement and problem solving are the most value topics of the program."

"The instructor shares a lot of his experience in this area and it really helps a lot. Managing people and CSQS are the most valuable topics of the course. The instructor’s positivity and experience were most effective."

"The instructor can balance in both the time and content and give a comprehensive lesson. Managing operation is the most valuable topic of the course. Accuracy was the most effective about the instructor."

"Managing People and the CSQS standard were the most valuable topic of the program. I learn a lot about how to manage people via this course. Presentation skills were most effective about the instructor."

“Processing improvement, problem solving and managing people are the most valuable topics of the courses.”

“CSQS standard and managing people are the most valuable topics of the program.”

CSQS優質顧客服務標準以及人員管理的內容最有價值，導師有效地引導討論。

Root Cause Analysis 以及流程管理的內容令我受益匪淺。課程及教學的安排都很符合顧客服務專業所需。導師在問題歸納及客服理論的說明非常詳細，課堂實際最佳案例對課程的瞭解相當有幫助，兼具啓發性，實值得推薦的課程。

流程管理和問題解決最吸引我。CRM專案，影片討論以及參訪是此次課程的亮點。講師思緒清晰，說明有條理，精闢的解說讓課程內容更清楚，課程的體驗很舒服。4天課程的討論和互動十分實用。

導師經驗豐富，對培訓題目有充足的認知，培訓中引用有效的實例講解，幫助學員快速理解相關課題。課程當中有關優質顧客服務標準 (CSQS)、解決問題 (Problem Solving) 及人員管理最有價值。

小班課程優點明顯，學員有機會深入地討論。CRM的話題很有價值。導師反應迅速，而且很用心。

CSQS是個非常值得導入的標準。如能由上而下學習使用，足可為企業帶來相當的發展和競爭力優勢。

課程題目和材料編排十分得宜，特別是客戶服務標準中的流程管理及績效管理對我十分有用，可以應用在工作上。導師也能在互動環節中，有效邀請學員參與小組討論及回答問題。

資源管理這個話題令我受益良多。導師對課程進度掌握精准。在4天的緊湊學習過程中，在老師的帶領下及同學的熱烈參與充分討論，真的收穫良多。尤其以前曾學習過的知識，在這4天的學習中做一次更有邏輯性的歸納分析，是我更覺不虛此行。謝謝朱主席。
"I gained a lot form the topic of the resource management. The instructor masters the teaching schedule well. During the 4-day course, I learn a lot form the discussion with other students under the lead of the instructor. In particular, the knowledge I gained in the past was well-organized and analyzed. The course is so worthwhile."

"The issues exemplified by the instructor contain our job duty. The most valuable topic to me is “Management Responsibility”. "

"The topic about CSQS is really valuable."

"Quality Assurance”, and topics on Managing Performance and CSQS are most valuable to me."

"案例分析，分析顧客類型對我來說最有價值。老師風趣幽默，能很好調動大家情緒，帶大家進入課程，並會傾聽我們每個人的意見。每個問題給予我們充分的時間去思考與討論，並會給我們適當建議，同時遇到不明白的問題會耐心講解，是一個負責任的導師。"

"The courses about Business Process, Workflow Improvement and Managing People are valuable to me."

"The instructor is able to articulate concepts through actual examples and scenarios. The topic about Benchmarking is useful to me."

"The instructor of the course facilitated discussion and sharing effectively, and topics on CSQS and People Management are really valuable. I think the course had a good mix of classmates."

"I found the Customer Service Quality Standard (CSQS) and Managing Customer Satisfaction are very beneficial to me. The instructor can clearly deliver each topic and use good examples to explain the topics. Overall, the course is excellent!"

"The teaching content of Fishbone Diagram and Managing Technology are highly recommended in this course. The instructor can effectively and clearly explain the case study using good examples. He has vast knowledge of the curriculum too. "

"Customer Satisfaction, Managing People are the most valuable topics to me.  The Balance of lecture, group participation and exercise time are excellent. The instructor is good at involving students in group discussion and explaining each topic very well with excellent time management."

Fishbone, 5 Why and 5 How以及KPI的设定，process management等题目都很有价值。导师的例子真实、生动,课程中传递正面思想。

課程安排能夠結合實際案例進行深入分析學習這點很好，也讓我們更快地吸收到知識。所有題目均十分有價值，當中以優質顧客服務標準 (CSQS)，績效管理及人員管理最為有價值。

导师分享了很多服务行业的优秀实例，能够启发学员思考。Managing People这个题目对我最有价值，课程中解决问题的方法和CSQS标准的题目让我收获很多。

导师能适时提供说明和指导，包容很多不同的意见，并加以整合再反馈给学员。CRM的题目都很有价值。通过课程了解了什么是CSQS。

優質顧客服務標準 (CSQS) 的介紹、應用、流程改善和問題解決、績效管理、領導行為和改變思維等課題都十分有價值。導師邏輯思維較強、語言表達較恰當，對培訓題目知識充足，有效地引領學員思考及調動現場作討論和思維啟發較大。

课程中介绍具体工具使用方法的题目让我收获很大，导师气质儒雅，表达很准确。

课程Customer Relationship Management的题目对我最有价值。

“The most valuable topic in CCSM course is Customer Service Quality Standard (CSQS). The Instructor provided effective presentation materials and teaching materials. This is a very useful lecture! Thank you.”

“The most valuable topic to me is Managing People/Managing Performance. Besides, the instructor is very approachable and participative.”

“Performance Management System is the most valuable topic. The instructor is very knowledgeable in topics covered."

“Topics covered in Certificate in Customer Service Management (CCSM) were very valuable and relevant. The instructor can explain the topics using very positive language.”

“The most valuable topic to me is Managing People/Managing Performance. Besides, the instructor is very approachable and participative.”

"I find the CCSM course of much practical use and I told my boss that it really worth my participation. I got the useful resources for implementing in my job. The course has definitely enriched my career having gained much knowledge and professional advice from you. I gained much confidence to face the job challenges and the course highlighted the best practices to strive for excellence!
I am very grateful that the company has given me the training chance but above all, your dedicated teaching to enable so many individuals to become more professional in Customer Service Management. I can see how you teach with a mission behind APCSC. Your enthusiasm in lecturing and coaching us has definitely been part of a big "DRIVE" for us students."

"The CCSM training is beneficial and apt to the job and division. There is lot of new learning. The most valuable topic to me is analytical tools and the instructor is effective in sharing of knowledge and experience."

"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Managing Business Unit . The instructor is most effective in explaining the concepts."

"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Quality Assurance. The instructor is knowledgeable about the industry."

"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Managing Finance."

"The curriculum and the instructor in the CCSM course are excellent. The most valuable topic to me is Benchmarking. The instructor 's presentation and the way he was able to answer all questions among industry examples were excellent."

"CRM系統的運用很有價值，導師知識豐富，讓來自不同公司的學員共同完成任務，學習不同的案例。總體課程內容豐富，涉及面廣，能讓我了解不同行業的應對及處理客戶的方式。"

"The instructor conducted the group discussion and sharing effectively, and he could involve the group discussion throughout the course. Topics on Managing People and CSQS are quite useful."

CRM系統的運用很有價值，導師知識豐富，讓來自不同公司的學員共同完成任務，學習不同的案例。總體課程內容豐富，涉及面廣，能讓我了解不同行業的應對及處理客戶的方式。

案例分析，分析顧客類型對我來說最有價值。老師風趣幽默，能很好調動大家情緒，帶大家進入課程，並會傾聽我們每個人的意見。每個問題給予我們充分的時間去思考與討論，並會給我們適當建議，同時遇到不明白的問題會耐心講解，是一個負責任的導師。

CSQS 國際標準的框架及釋意和ACC案例分享對我也很有幫助。非常欣賞導師知識豐富，案例新穎，有代表性，對案例的講解也很到位。

對我最有價值是遠傳、 DHL的企業案例分享、魚骨圖及5Why5How。導師知識廣泛，對各行業案例的儲備充分，流行信息也很關注，也感激導師的精彩案例分享。

課程教授的流程改進與問題解決、CSQS評估表找問題、魚骨圖及5W5H分析很有用。導師理論、工具方法與實際案例相結合，討論課題給予針對性幫助。

流程優化改善、營運管理中魚骨圖及5W5H的使用對我最有幫助。導師在該領域很有經驗，通過多種事例幫助我們理解題目，在實際工作中非常有益。導師知識非常的豐富，運用大量案例說明，幫助理解。

對我最有幫助是魚骨圖，欣賞導師積極和有見識。

對我最有價值，導師在專業與案例分享最值得欣賞。