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Technology provides customers ample up-to-date market news, and with more market information, consumers would have more choices. Companies not only need to find their market niche, but also be more customer oriented and enhance their customers' experience in order to drive business growth. In this interactive workshop, participants will be able to understand the relationship between customer services and customer relationship management and to learn how to build the 5Ps in customer services culture.

Content:
1. Service quality imperatives and changes
2. The new definition in customer services
3. Customer expectation across different generations
4. Building a 5-P customer services model including potential assessment, people, process, physical environment, and performance assessment
5. People development strategies
­    - How to identify your STARS
   ­ - How to design and develop people effectively

Speaker(s) Shirley Ng, Founder & Director of Coach Infinity Co
Shirley has been in the human resources field for over 20 years. Her horizon stretches from hotels, financial institutions, property agencies, entertainment to construction, bearing the responsibility of developing and managing training roadmaps across regions and providing effective succession planning and talent management strategies. She received the Distinguished Trainer Award from the Hong Kong Management Association in 2007 and is an associate certified coach of International Coach Federation which is internationally recognized for providing professional coaching support for talent development.
Language Cantonese
Date and Time 2019/09/24 09:15 to 12:15
Venue Chamber Theatre, 22/F United Centre
Media Closed to media
Enquiries Cathy Chan
Tel: 28231282
Email: cathy@chamber.org.hk
Fee Members @ HK$850 / Non-Members @ HK$1,050
+$50 for booking offline
This event accepts Chamber Coupon (terms and conditions)
Members enjoy 30% discount with BOC HKGCC VISA Card
Notes - Bookings are only confirmed upon receipt of payment, on a first come first served basis.
- Booking transfer is allowed for corporate members with advanced notice, walk-ins are normally not accepted.
- The Chamber reserves the right to decline any booking or cancel the event. In such case, a full refund of the participation fee will be issued.
- No refund will be made for last minute cancellations or no-shows. If the booking is cancelled at least 7 days before the event, and in such cases the refund will be subjected to a 10% administration fee, or HK$100 deduction, whichever is higher.
- Members paying with their BOC HKGCC Visa Card will enjoy a 30% discount on their reservation. The discount is only applicable to the card holder, and does not extend to their guests. The discount cannot be used in conjunction with Chamber Coupons.
- A $50 handling fee per person will be charged for all offline bookings (e.g. fax, e-mail, post) for all Chamber events. Go online today by downloading our app or registering on the HKGCC website to save the environment and money.
- Priority is given to corporate members. The decision to accept or decline any booking shall be at sole discretion of the Chamber.