Skip to Menu Skip to Search Contact Us Hong-Kong Websites & Languages Skip to Content

Events

Service Seminar : The SECRET to build an Excellent Service Enterprise

About

Seminar Introduction To enhance your customers from a satisfy to loyalty level, and then to a brand advocates, is a big challenge for every company. Nevertheless, an unique customer experience will let your customers emotionally bond to your brand! Building an EXCELLENT SERVICE ENTERPRISE is not only a matter for frontline staff, but also for markers and operation managers. During this seminar, we will share our ideas on the following 3 sections:

Starts

01 Jan 0001

Ends

01 Jan 0001

Add to Calendar

Seminar Introduction

To enhance your customers from a satisfy to loyalty level, and then to a brand advocates, is a big challenge for every company. Nevertheless, an unique customer experience will let your customers emotionally bond to your brand! Building an EXCELLENT SERVICE ENTERPRISE is not only a matter for frontline staff, but also for markers and operation managers. During this seminar, we will share our ideas on the following 3 sections:

A) Differentiate your customer experience from your competitors by market intelligence (9:00am - 11:00am)

B) Design optimal service process for unique customer experience (11:15am - 1:00pm)

C) Strengthen your service staff’s mind set and skill set by customer experience management (2:30 pm- 5:00pm)

Seminar Outline

SECTION A : How to make services always a little better than next shops?

Content:

  1. Why it is so difficult to come up with new ideas for services? 
  2. What it takes to create new services? 
  3. How to tell if the new services are what my customers want? 
  4. How to make new services create impact? 
  5.  Cases sharing

Speaker: MR. MAX KC LEE (Research Manager - SGS HK Limited)

  • Professional market researcher, MBA qualified with 14 years experience
  • Primarily with research agencies and media agencies providing market insights
  • Experienced in building analytic models for forecasting and measure marketing ROI
  • Extensive experience across multiple sectors
    - Including FMCG, retailing, financial services, alcohol, tobacco, gaming and wagering, government services and technology 

Seminar Outline

SECTION A : How to make services always a little better than next shops?

Content:

  1. Why it is so difficult to come up with new ideas for services? 
  2. What it takes to create new services? 
  3. How to tell if the new services are what my customers want? 
  4. How to make new services create impact? 
  5.  Cases sharing

Speaker: MR. MAX KC LEE (Research Manager - SGS HK Limited)

  • Professional market researcher, MBA qualified with 14 years experience
  • Primarily with research agencies and media agencies providing market insights
  • Experienced in building analytic models for forecasting and measure marketing ROI
  • Extensive experience across multiple sectors
    - Including FMCG, retailing, financial services, alcohol, tobacco, gaming and wagering, government services and technology

SECTION B: Enhance your Service Efficiency by “Lean Methodology”

Content: 

  1. Understand the basic principles of Lean Management 
  2. Use various mapping techniques to illustrate both customer experience and business processes 
  3. Case Sharing

Speaker : DR. CO CHAN (Associate Trainer - SGS Academy HK)

  • Over 25 years of industrial, training and consultancy experience in the field of operations management
  • American Society of Quality (ASQ) certified 6 Sigma Master Black Belt for a Fortune 500 company
  • Trained over 500 Black Belts and consulted with many organizations in both China and HK Incorporate lean & Kaizen practices into an organization by applying relevant tools such as VSM, waste reduction to achieve a lean result 

SECTION C: Pathway to create Excellent Customer Experience

Content: 

  1.  Successful cases sharing on
    - Cultural transformation of product retail
    - Process improvement of luxury retail
    - Mind-set enhancement of service retail
    - Skill-set enhancement of business service
  2. Trend of CEM in HK retail & service industries
  3. Five-steps CEM best practice in HK & China

Speaker: MR. DAVID CHUNG (Manager - SGS Academy HK)

  • Over 15 years of training experience in Customer Experience Management (CEM)
  • 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  

Information

Course date: 26 Mar 2014 (Wednesday)
Time: 2:00pm – 6:00pm
Medium:

Cantonese

Target: Senior Manager, Operation Manager, HR Manager, Project Manager or RSO in Construction Industry
Venue: SGS Training Center, 5/F, Manhattan Centre, 8 Kwai Cheong Road, Kwai Chung, NT, HK
Fee: $200 for any one section OR;
$300 for any two sections OR;
$400 for all three sections

**We will contact you after receiving your enrollment.