No business is sustainable without delivering value to customers. In service industries, this value very much hinges on the customer service experience perceived by the customers. The delivering of this value also very much depending on the people who have roles in delivering services.
Francis will explain to deliver quality customer service, the key human elements that would impact the result, and how organizations should focus at when delivering service excellence is their primary priority.
Mr. Francis Wong, Principal Consultant, eeVoices Limited
Mr. Francis Wong was formerly Cluster General Manager, Human Resources of New Territories East Cluster (NTEC) of Hospital Authority, Hong Kong. He took care of the full range of human resources functions of seven public hospitals with a workforce of more than 10,500 professional and supporting personnel. He retired from HA service in May, 2014.
Francis graduated from University of Salford in the UK where he was conferred a BA (Hons) degree in Organisational Analysis and Industrial Relations in 1982. He further obtained a Master in General Management from Macquarie Graduate School of Management in Australia. He is a fellow of the Hong Kong Institute of Human Resources Management (HKIHRM), and was a fellow of the Institute of Personnel Management (UKIPM) and a member of the UK Institute of Training and Development (ITD). Currently he is a council member of HKIHRM and is a member of the Personnel Management Committee of the Hong Kong Management Association. He is the external examiner of the HRM Diploma programmes of the Institute of Vocational Education of Vocational Training Council of Hong Kong. Francis is also currently serving on the HRM Postgraduate Programmes Advisory Committee of Hong Kong Baptist University.