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17 Dec 2013, 14:30


17 Dec 2013, 17:00


ULTIMATE, UNIQUE & UNFORGETTABLE shopping experience ;-)
It’s all about…Customer Experience Management!

Creating an ULTIMATE, UNIQUE & UNFORGETTABLE service experience may sound idealistic, but any company who dismisses it as such is woefully out of touch. It is the time to notice the challenges ahead…

Many organizations are facing the following 3 BIG CHALLENGES:

  • Service “Touch Point” only meets customer’s basic requirements rather than creating a remarkable experience
  • Service manager is difficult to engage the team to “Buy-In” designed service culture 
  • Service staff does not realize to integrate “Personalized & Emotional” interaction into the standard service procedure


1. Successful cases sharing on

  • Cultural transformation of product retail companies
  • Process improvement of luxury retail companies
  • Mind-set enhancement of service retail companies
  • Skill-set enhancement of business service companies 

2. Trend of CEM in HK retail & service industries 

3. 5-step CEM best practice in HK & China


Mr. David Chung

  • Training Manager of SGS Academy (HK)
  • Over 15 years of training experience in Customer Experience Management
  • The co-author of a CEM book and the inventor of the first Customer-life-value patent in HK
  • Served over 300 large scale companies including 3M, AIA, Coca-Cola, Dairy Farm, Estee Lauder, Li & Fung, Swire Group
    Studied over 50,000 service cases in retail & service industries

General Information

Seminar date: 17 Dec 2013 (Tuesday)
Time: 2:30 – 5:00 pm
Medium: Cantonese and supplemented with English material
Venue: SGS Training Center,5/F, Manhattan Centre, 8 Kwai Cheong Road, Kwai Chung, NT, HK (TBC)
Target: Operation Manager (Retail Industry), Human Resource Professional, Customer Service Manager
Original Fee: HK$200 per person / $300 for two (Max. 2 participants per company )

Payment Method

Payment is required to be settled before the date of the seminar by the following payment methods:

  • By Mailing
    To confirm your booking, please send the course fee by cheque payable to “SGS Hong Kong Ltd.” to the address (SGS Hong Kong Limited, 5/F, Manhattan Centre, 8 Kwai Cheong Road, Kwai Chung, NT, Hong Kong) and attend to Ms. Ritz Ng. Please write down participant name,company name and contact number at the back of the cheque. 
  • By Transfer
    Deposit the required amount to SGS HSBC account 002-617918-001 “SGS HONG KONG LTD.” Then, fax the bank-in slip and registration form to SGS office at 2333 2257. Please write down participant name,company name and contact number on the bank-in slip.