Customer Service Excellence in the Digital Age
(Course Code: CS170228)
Date: 2017.02.28 (Tue)
Time: 2:00pm - 6:00pm
Venue: CED School of Business (3/F., 210 Java Road, North Point, H.K.)
Language: Cantonese with English terminology
*Discount for payment settled on or before 7 Feb 2017, or 3 enrolments apply together.
To help participant to understand the importance of good customer service which is critical to any business looking for new customers, retaining loyal customers, and developing relationships with potential customers.
Understand the nature of digital technology and its impact on today's customer service
Strengthen the concepts of using technology, social media, YouTube and application in customer interactions
Use technology to deliver messages to customers more effectively
Set up web pages to assist customer service
Explore the definition and application of ideal customer relationship management (CRM)
Setting up customer service goals in digital era
Customer Service Practitioner, Frontline Employees
Review of traditional customer service
Understand the capabilities of digital support services such as web settings. social media and customer service applications
Improve the service process to adapt to the digital age
Customer service personnel to deal with the wave of digital
Other tips to improve the customer service in the digital age
Participants who successfully complete this course will be issued a Certificate of Attendance from CED School of Business
Trainer: Mr. Douglas Li
Master degree in Marketing Management (Macquarie University, Australia)
Master degree in Electrical Engineering (University of Sydney, Australia)
Hong Kong Institute of Human Resource Management, Professional Member M.I.H.R.M. (HK) (2015~2016)
Mr. Douglas Li has excellent business creativity, commercial sense and is an expert in the industry. He is a professional good at team building, business planning and utilize tactic in business development, customer service management and new products/services launch. He has extensive teaching experience in the past for the Hong Kong Management Association; School of Professional and Continuing Education, University of Hong Kong; School of Continuing and Professional Education, City University and Chu Hai College of Higher Education. Subjects taught by him including Human Resources Management, Services Marketing, Corporate Strategy, Customer Relationship Management, Advertising and Branding and Database Design & Development.
He also has conducted corporate training for public listed companies including Publicis Groupe, China Unicom (HK), COL Ltd. Over the past 18 years of his career, he has lead and managed an accumulated total of over ten million dollars in marketing management, brand building, business development projects for established companies in Hong Kong such as Wharf T & T, France Telecom Group etc.
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