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Apollo Service Management Workshop
Course Overview:
Service Management is integrated into Supply Chain Management as the joint between the actual sales and the customer. The aim of high performance Service Management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. A well run customer service organization will not only save cost, but being able to retain customers and improve business, changing from a cost center into a profit center for an organization.
Course Benefits:
You Will Learn How To
- Understand quality service culture
- Gain key skills for quality customer services
- Address customer different behavior styles
- Take steps to resolve service breakdown
- Be able to handle different service processes
- Understand the CRM and service management applications
Testimonials
“Francis is an experienced and well organized trainer with good understanding of the subject. His unique Project Management tool that is so useful and covers all important aspects of project management.” – Oonagh Chan, Head of Broadcast Division, Hong Kong Jockey Club.
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Who should attend?
Professionals at all levels who want to improve their service management skills, improving the customer satisfaction and being able to function effectively in the service management process.
Your International Facilitator:
Francis Hung, Managing Director – Apollo Consulting Group
Francis Hung, P. Eng, MBA, PMP, PRINCE2, ITIL, EIPM is a bilingual professional specializing in portfolio, project and program management and purchasing management. For the past 30 years he has worked with large companies in project and project office managements from the US, Canada and Asia. In particular, his work in the adaptation of project management processes and his creation of earned value management tool to assist business to manage their projects more effectively. Thanks to his years of experience with Nortel, Systek and North America aerospace industries, he brings practical information, an insider’s view of the corporate world, and many live stories (both from his own experience and from her co-workers, vendors, and friends in the corporate community) to match the theory to reality. Francis was a Nortel program manager and senior VP of Systek directing multiple projects simultaneously following the Nortel corporate project management process, which he now applies to his own independent project management consulting business.
Testimonials
“One of the best course I ever recevied, Francis is absolutely a trainer’s trainer.” Helen Liu, VP & Associate, Adfaith Management Consultant, Beijing, China.
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Service Management
