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Certificate in Service Excellence Leadership (CSEL)


(Course Code: 21C05006-7)


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For schedule & registration, please click here


This programme has been registered in the list of CEF reimbursable programmes. Application for CEF has to be made before commencement of the programme. Details can be found at https://www.wfsfaa.gov.hk/cef



Step to Apply CEF



Step to Apply PIC


Overview & Objectivee

This four-day course will cover the basic and advanced topics in customer service team leadership that enable the participants to increase their awareness and knowledge of supervisory skills and management concept. Students will also learn how to coach the frontline staff and motivate them. The problem solving skills and service quality efficiency can be enhanced through the training.

This four-day course addresses the importance of managing the customer service team and exceeding customer expectations by elevating customer care and professionalism.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to address a broad range of service excellence leadership.

Certification Procedures
To achieve the Service Excellence Leadership Certification, participants should attend the four-day course, complete the written exam and submit a project paper. The written exam takes approximately 2 hours. All exams are on pass / fail basis.

Who Should Attend
Suitable for all levels of staff from team leaders to supervisors involved with CRM, Customer Services, Sales and Marketing. Prior knowledge of Customer Service is an advantage but not essential.

Entry requirements
HKCEE 5 subject passes, including English Language and Mathematics
with 2 years business related experience; OR - Aged 21 or above with 2 years experience in business related field; OR - A recognized degree; OR - Holding the managerial position

Course Outline

World Class Customer Service Mindset
• Contribution of The Customer Service Team
• Foundation of a World Class Customer Service
• Service Level Agreement
• Developing a World Class Customer Service Center Framework

Problem Solvingg
• Problem Solving Cycle, Tools and Techniques
• Investigation, Root Cause Analysis

Time Management
• Practical Ways to effective time management
• Techniques for Time Management

Coaching and Supervisory Skills
• Coaching and Communication
• Coaching Difficult Employees


Building a World Class Team
• Teaming Principles
• Group vs Team
• Making efficient and effective teamm
• Key barriers to successful teams
• Stages of forming a team
• Empowering your staff
• Prevent de-motivation

Managing and Motivating Performance
• Performance management & Measurements
• Service Level Management (SLM) Purpose
• Different Types of Staff & Different Types of Needs
• Motivation and Incentive

Counseling Staff
• Skills and Techniques of counseling staff
• Case studiess

Service Campaign Management
• Launching Service Campaign
• Telephone Time Management
• Budget Planning
• Measuring Success – Key Performance Indicators

Quality Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• World-Class Benchmarkingg

Elective Modules
Students are required to complete one of the following modules.

Elective I: Customer Service Best Practice
• How to manage customer expectation
• How to impress the customer with proactive service
• Communication skills
• Active listening
• Telephone skills

Elective II: Complaint Handling & Stress Management
• Displaying Empathy
• Strategies to handle difficult customers
• Steps for effective complaint handling
• Stress & emotion management and techniques

Elective III: Effective Telemarketing & Objection Handling
• Benefits of Telemarketing
• Selling Solutions
• Handling Objections
• Closing Techniques


For schedule & registration, please click here