Global Certification Testimonials

Testimonials for HKCSC & APCSC Certified Training - CCSM

"The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class."

Joanna Chan Assistant Customer Service Manager AXA China Region Insurance Company

I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying.

Cheryl Fung Associate Director Quality HealthCare Medical Services Ltd.

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

Sunny Pang Supervisor (CESC) The Hongkong Electric Co., Ltd.

What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team.

Daisy Tse Senior Customer Service Officer AXA China Region Insurance Company

In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding.

Katherine Mak Customer Support Manager Make The Right Call

知识管理、营运管理和CSQS等题目对我来说都非常有价值。导师对各行业动态都非常了解并能够融入教学中,这点让我最欣赏。希望以后多在广州举办类似课程的培训。  

丘伟祥 至尊服务总监 仲量联行物业管理有限公司

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。

王慧 运营经理 海尔海外电器产业有限公司

我认为人员管理和鱼骨分析方法最有价值。导师专业性强,还会与学员及时互动。

赵炳山 备件供应链长 海尔海外电器产业有限公司

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。

王星明 质量经理 海尔海外电器产业有限公司

我最欣赏CRM管理和内容分享等题目,认为具有高度的价值。希望以后可以从导师这里分享到更多行业最新动态和优秀做法。

程慧娜 呼叫中心经理 海尔海外电器产业有限公司

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。

马德强 副总经理 中邮人寿保险有限公司江苏分公司

流程改善与问题解决及CRM方面的讲解非常有价值。导师案例分析说明生动有趣,受益匪浅。

尤晓雯 业务经理 远传电信股份有限公司

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。

卓佑柏 业务暨通路管理事业群经理 远传电信股份有限公司

CRM相对论、鱼骨图及5why5how分析结合案例非常实用。导师细致全面并有案例点评和讲解,用简单的话语解释复杂的条文,课程融入很多讨论,不沉闷。总体来说整个课程有效实用。

麦当劳(中国)有限公司

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。

周裕宏 资深客服专员 台湾之星电信股份有限公司

通过培训,较好的理解了如何评价及建设世界级call center 的标准及方法,对标准有了一定的了解,对于自身的工作有很大的帮助。通过学习希望能实际帮助我们call center 的管理提升。非常感谢导师的专业授课及精彩的案例分析。课程中提到的鱼骨图、5why 5how模式、知识库及顾客满意度管理的讲解对我来说都是非常有价值的。导师非常专业且敬业,讲解很有耐心。

刘才华 客户服务部高级经理 TCL多媒体科技控股有限公司

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。

谢一杭 经理 TCL多媒体科技控股有限公司

课程中对process improvement的讲解对我启发颇深,导师善于开发学员的思考模式,并且积极鼓励学员参与到讨论及分享环节。

李岳 服务质量部业务经理 北京首都国际机场股份有限公司

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。

黄致颖 专案副理 台湾之星

导师分享了很多成功的案例,赞赏和肯定每个人的表现。我觉得5 why 5 how分析法和客户类型的分析对我来说是最有价值的。

王燕玉 客户服务部经理 友邦保险有限公司北京分公司

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。 

吴思伊 客服部主管 友邦保险有限公司北京分公司

整个课程安排合理,教材内容丰富。导师博才多学,课程中有关领导者的影响方面很有启发。

张维 营运总监 友邦保险有限公司北京分公司

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!

查振华 Process Supervision Engineer China Telecom Global Limited

课程整体效果非常满意,其中,鱼骨图、5 why 5 how分析法及CSQS标准对我来说是最有价值的。导师具有良好的演讲技巧,讲课节奏控制得非常好,课程涵盖的信息量大,受益匪浅。

邹竞成 Team Leader Assistant China Telecom Global Limited

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。

Elmar LOK Customer Service Manager 上海港汇房地产开发有限公司 – 恒隆地产

我觉得CCSM课程中最有价值的是管理责任、资源管理、管理表现这三方面,使我很受启发。

陆经 高级经理 上海港汇房地产开发有限公司 – 恒隆地产

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。

张翠翠 北方区客户联络中心主管 中外运-敦豪国际航空快件有限公司

最有价值的题目是鱼骨图分析,让我受益匪浅。

张一帆 全国客户服务夜班经理 中外运-敦豪国际航空快件有限公司

It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing.

Christina Chow Care Management Specialist Celki VitalAire

The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard.

Amos Cheng Customer Care Manager Hutchison Telecommunications (HK) Ltd

Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example.

Daze Yiu Senior Purser/ Assistant Manager , Cabin Crew Performance Hong Kong Airlines

Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you.

Jimmy Chau Customer Services Duty Manager Hong Kong Aviation Ground Service

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

Carrie Mo Senior Purser/ Assistant Manager Hong Kong Airlines

Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me.

AXA China Region Insurance Company Limited

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

Isis Chung Supervisor, Quality, Safety & Security Hong Kong Aviation Ground Services Limited

Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard.

Hong Kong Tourism Board

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

Gina Du, Customer Contact Center Supervisor DHL Express (Taiwan) Corp.

The most valuable topic to me was managing people. It's a great experience during the course.

Gary Liu, Property Officer Henderson Land

The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!

Candice Lo, Head of Distributor Enquiry AXA China Region Insurance Company Limited

The most valuable topics to me were 5 Whys & 5 Hows and CRM. The instructor has highlighted on the key indicator of problem solving and he has good sharing of experience.

Joni Lau, Assistant Manager Prudential Hong Kong Limited

The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management.

Elaine Liu, Customer Care Supervisor The Hong Kong Jockey Club

CSQS是一套完备、逻辑严谨的服务标准,其中包含的工具及方法论对于提高服务管理能力具有很高的指导意义。通过4天的培训,使我按照CSQS标准的思路对自己的业务进行了一次深入地审视,发现不足与改善点,也希望可以通过执行CSQS标准,提升我的业绩和发展。

史英峰 亚太区域服务经理 海尔集团电器产业有限公司

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。

陈芳龙 海外呼叫中心主管 海尔集团电器产业有限公司

朱主席对于客户服务的专业见解和良好的课堂掌控使得我们在有限的课堂学习时间里了解更多的行业技能和信息,收获良多。朱主席给我们分享了很多Best practice,对于我们今后提升公司流程和服务有很大的帮助和启发,非常感谢!通过4天的课程,在CSQS, CRM等方面受益匪浅,也希望以后有更多机会参加APCSC开展的课程,也祝APCSC越办越好。

杨蓓 Customer Contact Center Supervisor 中外运敦豪国际航空快件有限公司

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。

陈晓莲 账务主管 中企网络通讯技术广州分公司

培训内容充实,既有理论知识,又有实践分享。鱼骨图分享能对发现问题进行深入分析,是很好的工具。导师案例准备充分,有很多参考价值。内容全面,很好的一次培训。

顾怡芸 客户服务部经理 友邦保险有限公司上海分公司

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。

李冬霞 南中国区电话营商中心经理 友邦保险有限公司广东分公司

课程学员间的互动能较好增加知识的快速学习。导师专业性较强,能用理论性的工具解答学员提出的问题,引导学员自己思考。Customer service centre analysis, quality assurance, CRM  对我最有价值。

陈志成 客户关怀总监 第一线集团

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。

冼俊杰 客户服务中心助理经理 第一线集团

课程实用性高,能结合行业案例进行概念阐述。Five Why Five How, people management题目对我最有价值。

李冠一 Lenovo在线服务客户体验项目经理 联想服务

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。

陆乾豪 中国电信

导师知识面广、理论扎实、授课条理好。如何构建基于社交媒体的优质客服对我最有价值。

苏怡然 中国电信

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。

汪琦 中国电信

怎样跟不同类型的顾客沟通, 鱼骨图及5W5H分析对我最有价值。导师与学员沟通互动比较多, 很Nice。总体很不错,学到不少知识和理念。

Daisy Dai Team Leader - Internal Audit Department AEON Information Service (Shenzhen) Co., Ltd.

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. 

Carol To Project Team Leader Make The Right Call

The most valuable topics to me were Managing Performance & CSQS Assessment. Most effective about the instructor was PowerPoint Presentations; and he encouraged students to participate in discussion. Class contents were useful; group discussions and case studies benefit to me. Thanks. 

Pinky Mui Branch Manager The Hong Kong Jockey Club

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

Rainie Chan Assistant Branch Manager The Hong Kong Jockey Club

The instructor’s delivery was very clear and systematic.  The most valuable topics to me were managing Customer Satisfaction.

Amy Leung Claims Officer The Hong Kong Jockey Club

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.

James Davison Head of Operations Strategic Projects Office AIA Bhd

Most effective about the instructor was provided past reports of CCSM and his leadership. 

Yau Po Yan, Valentina Hang Lung Properties Limited

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

Koid Seow Peng Manager AIA Bhd

People management is the most valuable topic.

Sharon Cheok Senior Manager, Client Services Manulife (S) Pte Ltd

Process improvement is the most valuable topic.

Mandy Chan Senior Manager – Airport Services Hong Kong Airlines Limited

The most valuable topic to me was CRM.  Most effective about the instructor was examples and case studies.

Vincent Tan Client Experience manager Manulife (S) Pte Ltd

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.

Flora Lee Claims & Betting Rules Manager The Hong Kong Jockey Club

The most valuable topic to me was CRM.  Most effective about the instructor were the presentation skill and inspiration. 

Janet Lai Customer Service Officer Nexusguard Limited

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

Jimmy Lam Officer Hang Lung Properties Limited

The most valuable topic to me was knowledge management.

Michaela Lo Business Director Reception Expert

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。

杨阳 客户服务中心襄理 友邦保险有限公司深圳分公司

课程框架清晰,讲解仔细。最有价值的题目是分析工具,包括鱼骨图和5 why 5 how和客户满意度调查。导师知识全面,随时指导,值得欣赏。

李芊芊 重要客户支持主管 DHL中外运敦豪国际航空快件有限公司

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!

Katrina Liang Customer Service Supervisor顾客服务主管 友邦保险有限公司广东分公司

导师专业,认真,敬业。CSQS体系建立及同學分享這两課題最有价值。

于沣 经理 友邦保险有限公司深圳分公司

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.

蕭靜芬 Assistant Marketing Services Manager市场服务副经理 上海会德丰广场发展有限公司

CSQS 考察标准CSQS 及考察表非常有用。

黃芸 高级礼宾部经理 上海会德丰广场发展有限公司

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。

聂玉国 总经理助理 中国太平洋人寿保险股份有限公司 长沙营运中心

课题内容清晰,综合实践,容易理解和接受。最有价值的题目是5why 5 how。导师经验丰富及有耐心。

邓小勇 客户关注夜班经理 DHL中外运敦豪国际航空快件有限公司

最有价值的题目是customer relationship management。 

朱晓迎 运营经理 联想(北京)有限公司

It is a very good course to understand the trend of latest contact centre position and development. A very good CSQS Standard to align the industry and service quality. The most valuable topics to me are other companies’ sharing on Knowledge Management Development and Value One Call. The most effective about the instructor is his presentation skill with case studies and his knowledge in the industry.

Rosanna Leung The Hong Kong Jockey Club

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.

Andy Chu The Hong Kong Jockey Club

The most valuable topics are the Customer Relationship Management, process Improvement and Problem Solving. The most effective about the instructor is he used good and interesting examples to explain concepts.

Ginny Pang Hang Yick Properties Management Ltd

"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."

Windez Wui, Officer, Learning & Development RHB Bank Berhad

"The most valuable topic to me is all about analysis and Managing Business Unit. The most effective about the instructor is that he is knowledgeable. Keep up the good work to achieve success!"

Marco Kuhuwael, Customer Service Manager PT. Plaza Indonesia Realty, Tbk

"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."

Joseph Ng, Contact Centre Supervisor DHL Express (Singapore) Pte Ltd

"The most valuable topic to me is the Actual Audit & Quality Standard. It’s a well planned and executed training."

Desmond Leo, Key Account Support Manager DHL Express (Singapore) Pte Ltd

"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."

Darren Shi, Executive, Service Quality & Public Relations RHB Bank Berhad Singapore

"It gives me concrete ideas about what customer service is and how we can further improve and evaluate our service quality. The instructor is most effective on his knowledge and good time control on each topic. CSQS and managing customer satisfaction are the most valuable topics to me."

Karen Chiu Assistant Manager, Learning & Development Hang Lung Properties Limited

"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."

Gannis Yuen CTO & VP Pacific Technology Engineering Ltd.

"The instructor can facilitate the discussion by raising some open questions. Managing people and customer service centre analysis are the most valuable topics today."

May Lam Mei Yuk Assistant Manager Learning & Development HR Hang Lung Properties

"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."

Audrey Ow Manager Corporate Development Land Transport Authority (Singapore)

"Quality assurance and scheduling are most effective about the instructor. Managing operations and problem solving are the most valuable topics of this program."

Rosalia Dewi Trihastuti Contact Center Manager for Contact Center XL Axiata Tbk PT VADS Indonesia

"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."

Gordon Tsang Senior Property Officer Hang Yick Properties Management Limited

"The instructor has the excellent knowledge and techniques of the topic he present. It is quite comprehensive. The course helps me to think how to be a good leader. Problem solving is the most valuable topic of the course."

Chrisny Amintarsih PT VADS Indonesia

"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."

Rita Lau Wai Tak Hang Lung Properties Limited

“The instructor gives a lot of examples and case sharing. The instructor uses the open questions that encourage the discussion. Process management and managing people are the most valuable topics of the course.”

Mak Ching Ting, Rachel Manager, Customer Services & Retention MetLife Limited

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

Chan Tat Ming Unit Manager CSL Limited

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

Choi Wai Yik, Vincent Property Officer Well Born Real Estate Management Limited

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

Sin Ting Fung Bosco Unit Manager CSL Limited

上課靈活,有充分的案例分享。CRM教授得很好。導師有豐富的CRM知識,說明和分析都很到位。以互動的形式討論,提供分析的機會。

洪志強 客服督導 程曦資訊整合股份有限公司

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。

廖英掌 科長 人事行政總處

魚骨圖分析尤為有用。導師專業素養高,瞭解各企業的實際運作。能提供一個理性客觀的知識構架,用以觀察評估并改進現有運作以達成最佳實踐,并提供一個互相學習與觀摩的場合,分析難得可貴的實務經驗。

葉信源 Technical Services Manager 台灣DHL Express

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。

賴志弘 Customer Care & Key Account Desk Manager 台灣DHL Express

通過此次培訓,讓我對客戶服務所應具備的正確理念,及其運營方向有了更清晰的認識和感悟。特別是魚骨圖和根源分析,對我最有價值,這對支持我的顧客十分適用。同時,導師清晰的思維、精准的語言及指導能力,能夠很好的利用案例來解釋概念。

 

中外運-敦豪國際航空快件有限公司

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。

包筱琳 協理 星展銀行(台灣)

導師樂於分享其他企業/行業的案例,這一點非常好。導師分析有條理,使上課內容很受用。call center參訪非常好。

張榮富 副理 星展銀行(台灣)

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。

客戶服務經理 美國友邦保險有限公司廣東分公司

優質顧客服務標準 (CSQS)、顧客關係管理(CRM) 、品質保證及人員管理最有價值。導師有豐富的知識,分享了不同行業的知識,為學員創造討論平台這方面最值得欣賞。

鍾健 客户服務中心經理 美國友邦保險有限公司廣東分公司

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。

Raymond Cai Global Technical Service Manager Victrex Manufacturing Limited

整體而言都非常實用,有很多經驗分享環節,講解也非常清晰。課程讓我瞭解到,顧客服務不僅僅是部門的職能,更是企業的戰略核心。課程安排緊湊,有激情。

Jane Zheng Finance Manager Asia Pacific Victrex Manufacturing Limited

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。

黃玲玲 副理 臺灣人壽保險股份有限公司

數據分析和管理流程尤為有用。CRM和績效表現也非常精彩。課程令人開闊視野,受益良多。謝謝。
"The topic of data analysis and management processes are particularly useful. CRM and performance is also very exciting. The course broadens my horizons and I gained a lot. Thank you."

 

赫淑幸 經理 臺灣人壽保險股份有限公司 Heh Shu Shing, Manager Taiwan Life Insurance Co. Ltd

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。

理賠 生命人壽保險公司

對於導師的教學之互動性和讓學員對討論問題的引發性指導最欣賞。課程中的優質顧客服務標準 (CSQS) 、表現管理和流程管理十分有價值。

客戶VIP室主任 生命人壽保險公司

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."

張天賜 主任管理師 中華電信股份有限公司 Michael Chang, Director of Customer Service Chunghwa Telecom Co., Ltd.

魚骨圖以及5H5H的話題對我而言最實用,導師具有很強的親和力。人員管理的話題很好。練習的題目也很實用。4天的學習可印證在自己的工作上,讓工作更順利進行。

張淑端 管理師 中華電信股份有限公司

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

 

Queenie Wong Property Officer Well Born Real Estate Management Limited

"It is a very good chance to share experiences and practices from other enterprises as well as group discussion. I really enjoyed the group discussion and talking with group members for sharing real cases, and topics on CRM and Benchmarking are pretty useful."

Joanne Lau Customer Services Manager The Hongkong Electric Co., Ltd.

"The topic about CSQS is really valuable."

Helen Chan Manager, Customer Service Federal Express (Hong Kong) Limited

"The presentation of the instructor is clean and precise. I think the topic on Personality was most valuable to me."

Pauline Tsoi Customer Service Manager Federal Express (Hong Kong) Limited

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

Jennifer Sham NSG Manager (Customer Service Manager) QNet Limited

"I think topics on CSQS and Process Improvement & Problem Solving are most valuable to me. The instructor could set up activities between topics effectively."

Ann Cristobal NSG Operations Manager QNet Limited

"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."

Agnes Ip Centre Officer Goodwill Management Limited

"The group discussion conducted by the instructor was effective, and CSQS is the most valuable topic to me."

Shirley Ng Customer Service Manager Hopewell Centre Management Limited

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

Maggie Wong Tenant Service Manager Hopewell Centre Management Limited

"The instructor encouraged sharing throughout the course. I think the topic on CSQS is useful to me."
「課程講師在整個課程過程中鼓勵了分享。我認為優質顧客服務標準CSQS這個主題對我很有用。」

Andrea Teo Senior Executive Land Transport Authority 高級主管 張莉 新加坡陸路交通管理局

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

Grace Chiew Assistant Manager, One Motoring & Service Standards Land Transport Authority

"The topics on Fish bone of 5W5H and Managing Performance are valuable to me. If time allowed, I would like to participate more to answer questions from others."

Albert Tsang Assistant Vice President, Business Development Continuous Technologies Int'l Ltd

"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."

 

Amos Cheng Telebet Support Manager The Hong Kong Jockey Club

"The Root Cause Analysis and Managing People are the most valuable topics to me. The instructor is most effective in motivating the group discussion and answering questions. He has excellent knowledge of the curriculum as well."

 

Anthony Kwong Telebet Support Manager The Hong Kong Jockey Club

"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!"

Arist Yue Telebet Manager The Hong Kong Jockey Club

"Customer Service Quality Standard (CSQS) and Customer Relationship Management (CRM) are the most valuable topics to me. The Curriculum has excellent balance between lecture, group discussion and exercise time. The curriculum is able to support my customers. Instructor has rich knowledge of the training topics with using a lot of good examples to explain concepts and involve the students in the group discussion. "

Zuki Ho Senior Tenancy Service Officer The Great Eagle Properties Management Company Ltd (Citibank Plaza)

"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. "

The Great Eagle Properties Management Company Ltd (Citibank Plaza)

"Customer Service Quality Standard (CSQS) and Satisfaction Survey are the most useful topics for me. "

Brian Wan Customer Service Manager Nexusguard Limited

"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."

 

Nexusguard Limited

导师及时带动学员参与并讨论所学内容,并即时给予指导和交流;知识内容的讲解和引导以及导师对学生所提问题的解答都能切合实际。培训和指导内容能有效帮助企业完善顾客服务标准。我认为优质顾客服务标准,及其评分机制和讨论很有价值。

郑灵芝 Assistant Officer 永旺资讯服务(深圳)有限公司

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。

刘玉荣 Manager 永旺资讯服务(深圳)有限公司

课程整体编排顺畅,课堂活跃互动,能够起到发挥学员思维的作用。导师知识面广,熟悉服务理念和运作。Fish bone diagram,CRM Project的题目很有价值,理论的实用性大。

Kinki Cheung Assistant Manager 永旺资讯服务(深圳)有限公司

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。

吕钦姿 Assistant Section Head 永旺資訊服務(深圳)有限公司

導師友善、知識面廣,對培訓題目知識力度很豐富,解釋很清晰。課程安排得很好,當中以優質顧客服務標準 (CSQS)、顧客關係管理(CRM)最為有價值,希望之後有更多相應課程。

 

藍敏芳 Assistant Team Leader 永旺資訊服務(深圳)有限公司

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。

何敏艺 客联中心主管 DHL-Sinotrans International Air Courier Ltd.

经过四天的培训过程,对自己的公司肯定是有很多实质上的帮助,也激发了更多的想法,可以运用在工作上,获益良多。透过这次的培训过程,更仔细的了解了各个题目的本质与内容,能实际掌握并与工作上运用相关。导师针对每个部分都有联系、小组讨论与分享,并与实际学员的作业面做结合。CSQS和真实案例分享对我都很有价值。

 

黃嫀琝 顾客服务发展部经理 DHL Express (Taiwan) Corp.

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。

陈丽慧 IT Manager DHL Express (Taiwan) Corp.

The instructor is a knowledgeable, patient and passionate Trainer & Customer Service Ambassador. Simply Customer Service Guru! To me, the most valuable topics are Customer Relationship Management (CRM) and Customer Service Quality Standard (CSQS).

Stanley Chong Customer Service Development Manager DHL Express (Singapore) Pte Ltd

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。

王瓏瓏 客服副總監 順豐速運(集團)有限公司

课堂中可以通过讨论对题目有更深刻的理解。Process Improvement & Problem Solving,Managing performance等题目非常有价值。

杨蓓娜 人管培训室高级人管培训经理 中国太平洋人寿保险公司

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。

姚炜 电话服务规划主管 中国太平洋人寿保险公司

课程内容有深度、广度、专业。导师专业,课程节奏控制得好。我认为HR管理最佳实践和流程优化案例分析的题目对我最有价值。

黄欣 资深软件开发经理 中国太平洋人寿保险公司

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

 

江思诺 客户服务部服务企划 中国太平洋人寿保险公司

“Jason is a very experienced trainer, and I've learned a lot for management concepts and improving our Company's customer management system. And your CCSM course helped me a lot in doing my CCSM project, as well as in setting up the processes needed and preparing the documents/records needed for the CRE Awards!”

Don Siu, Senior Property Officer,

“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.”

Shirley Tang, General Manager Hopewell Real Estate Agency Limited

“The most valuable topic to me is Customer Relationship Management. Moreover, the pace of the course is perfect!! Overall, I think the entire session is quite valuable and has increased my knowledge to a great extent!”
「對我來說,最有價值的題目是CRM。而且,課程的節奏非常完美!!總體來講,我認為全部課程都很有價值並且極大地豐富了我的知識!」

Owais Kazi Assistant Manager International Liaison Middle East HELP International College of Technology (Malaysia)

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

Anand Raj Lecturer KDU College (Malaysia)

“The most valuable topic to me is Seven Critical Steps for Successful CRM Project. The instructor has very effective delivery style and pace.”

 

Martin Sarfaraz Assistant manager International Liaison India Sub Continent HELP University College

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

Melisa Khew Marketing Manager International College of Music, Berjaya University (Malaysia)

 “The instructor has provided good information in adjusting or improving the topics for group discussion."

Pik Shin Wong Lecturer KDU Colleage, (Malaysia)

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

Saravanan Maniam Marketing Manager TAFE College, (Malaysia)

“Process improvement, Problem Solving, Quality Standard and Benchmarking are the most valuable topics to me. It was a very effective training to improve my problem solving skills and to manage my job function. The instructor is knowledgeable.”

Latha Perumal HR Executive TAFE College (Malaysia)

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

Anand Raj Lecturer KDU College (Malaysia)

“The most valuable topic to me is Customer Relationship Management. Moreover, the pace of the course is perfect!! Overall, I think the entire session is quite valuable and has increased my knowledge to a great extent!”

Owais Kazi Assistant Manager International Liaison Middle East HELP International College of Technology (Malaysia)

"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."

Anita Ip Assistant Customer Service Manager MegaBox Management Services Ltd.

「優質顧客服務標準(CSQS)乃全面而有效的平臺,有助公司增進及改良他們的顧客服務程式。這標準已建立多年,我們很高興能夠將優質顧客服務標準(CSQS)推廣至新加坡各企業。很多香港及臺灣商界領袖已沿用此標準並從而獲得優良成效,我相信新加坡各企業皆能從優質顧客服務標準(CSQS)中獲益。」

Dr. Roger Jiao Associate Professor School of Mechanical & Production Engineering, 新加坡Nanyang Technological University (NTU)

"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."

Milinda Janaka Namaratne Assistant Co-ordinator - Contact Centre Workforce Management Dialog Telekom Ltd.

"The curriculum and the instructor in the CCSM course is excellent. All of the topics are very valuable to me and instructor's presentation is very good and they the instructor is interesting and enthusiastic."

Deshika Tania Welikala Co-ordinator - Call Center (Workforce & Operations Mgt) Dialog Telekom Ltd.

"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."

Tuan Iqbal Jayah Assistant Manager - Call Centre (Operations Analyst) Dialog Telekom Ltd.

"The material and presentations (MS. ppt) in CCSM is well organized. Trainer put a lot of effort to get the message through. The most valuable topic is analytical tools (H’s and W’s)."

Rekha Weerasooriya Customer Service - Specialist Dialog Telekom Ltd.

"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."

 

Sonali Nonis Co-ordinator Quality Assurance Dialog Telekom Ltd.

"The CCSM training was an excellent all round job and was very beneficial to me. The most valuable topic for me was Customer Satisfaction Management. The instructor was knowledgeable and effective in all the areas and the delivery was of the highest standard. We need more of such seminars!"

Christopher Suresh Thuraisingham Operation Analyst - Customer Service Dialog Telekom Ltd.

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

Imran Iqbal Business Analyst - Customer Service Dialog Telekom Ltd.

"The curriculum and the instructor in the CCSM course is excellent. The most valuable topic to me is Managing Operations. The instructor is vastly experienced, knowledgeable, enthusiastic and competent."

Anton Gnanamani Specialist - Contact Centre (Operations Management) Dialog Telekom Ltd.

"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."

Tazneen Jaffar Assistant Manager - Contact Centre Dialog Telekom Ltd.