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Transform your Standard Operation Procedures (SOP) into inspirational customer journey.


18 Aug 2015, 08:00


20 Aug 2015, 20:30


Hong Kong, China


Operation Procedures


Customer Journey


Staff Operation Effectiveness & Efficiency

Customer's Rational & Emotional Needs


Scandalize and Systemically Workflows for Staff

Inspirational & Iconic Experience for Customers


Staff's Skills & Knowledge of Every Single Step

Rational & Emotional Fulfillment Across Journey


Within Same Industry

Across Various Industries

- Introduce a forward-thinking and scientific approach for new service creation
- Share best practices for service innovation in different markets
- Understand the four-level hierarchy of customer feeling management

Targeted Audiences:
- General Manager
- Marketing Manager
- Operation Manager
- Service Manager

Speaker Profiles:
Mr. Max Lee (Head of SGS Research Department, Benchmark, HK & China) 

  • Over 15 years’ experience primarily with research agencies handling market research projects and customer service enhancement projects
  • Specialized in customer experience, brand positioning, brand equity, and market segmentation
  • Creator of SERVICE deCODE, a centerpiece theory in customer service creation combining psychology and creativity 
  • Held senior positions in OMD, Added Value & Synovate (Ipsos)

Mr. David Chung (Head of SGS Academy HK)

  • Over 15 years of experience in Customer Experience Management and Leadership Development. Handled dozens of performance improvement projects for large companies in Asia Pacific 
  • Hong Kong’s first investor of patented Customer Life Value analytical methodology and co-author of Demand Chain Management book 
  • Certified Dale Carnegie trainer, Persona trainer and Neuro-Linguistic Programming trainer
  • Held senior positions in world-class training consultancies and Hong Kong’s leading retail-chains

General Information:
Morning Session - Date: 18 Aug 2015 (Tue) | Time: 8:00am to 10:30am
Food & Beverage: Breakfast
Location: YMCA Center - 3/F, South Tower, “The Salisbury”, 41 Salisbury Road, TST
Fee: HKD$300 per person
Early bird offer: HKD$200 (Enrollments made 3 weeks prior to the seminar)
Special offer for SGS clients: Buy Two get one FREE

Evening Session - Date: 20 Aug 2015 (Thu) | Time: 6:00pm to 8:30pm
Food & Beverage: Light Refreshment
Location: SGS Training Center - 5/F, Manhattan Centre, 8 Kwai Cheong Road, Kwai Chung
Fee: HKD$200 per person
Early bird offer: HKD$100 (Enrollments made 3 weeks prior to the seminar)
Special offer for SGS clients: Buy Two get one FREE

For seminar detail and enrollment:
Please contact Mr. Ricky Chan at  or (852) 2774 7458.