Guide to Customer Service Excellence (10) - Professionalism in Customer Service (Research Report)

In July 2005, the HKACE appointed the Strategic Information & Intelligence Division of the Hong Kong Productivity Council to carry out a research entitled " Professionalism in Customer Service". This research involved over 600 telephone interviews with service providers and general consumers, 23 in-depth face-to-face interviews with leading Hong Kong companies and training institutes, and one focus group discussion with HKACE members.

The findings of this research are summarised in this document. It defines the competency gaps of Hogn Kong customer service professionals and contains a development roadmap for individuals to become a professional in customer service. It also incorporates success stories and exemplary practices of leading service organizations.

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