2009 was a very difficult year for everyone involved in the service industry. The sustained global economic downturn resulted in extremely challenging business conditions, with the steep falloff in consumer demand affecting most sectors. Companies had to make tough decisions about how to respond to the crisis, balancing the necessity to contain costs with a need to ensure that product and service levels were not diminished. The Hong Kong Association for Customer Service Excellence did what it could to support its members throughout what was a challenging year for many.

As we move into 2010 it would seem the worst is over. Businesses are reporting an upturn in demand and inventories are starting to move again. Consumer confidence has yet to get back to previous highs but there has still been a perceptible change in mood. As business begins to rebound we need to refocus our sights once again on staying ahead in the game. Those companies that excel in the service arena will be the ones that emerge as long-term winners in an increasingly competitive world.

Our aim at the Association will remain the same as we celebrate our 10th anniversary in 2010 - to foster a culture of service excellence in Hong Kong and enhance our city’s professional status in the process. A great deal has happened in the decade since we came into being and a number of challenges have had to be overcome. But we believe our efforts are paying off. There have been clear improvements in Hong Kong’s service culture and more companies – and their staff – are aware that quality service can be the key to continued success.

Despite the difficult economic environment last year, a lot of good work was done by the Association in terms of spreading the service message and improving communication and relations between our member companies. We organised visits to the winning companies in our 2008 Customer Service Excellence Awards for SMEs, held members’ gatherings where companies could get together to share experiences and best practices, and organised a succession of visits to major Hong Kong corporations that have taken great strides in the service arena.

Our main award event of the year, the annual Customer Service Excellence Awards, once again highlighted the many great service stories to be told among our member companies, and we organised very useful sharing sessions for our 2008 winners in March.  We were also pleased to continue with our Quality Customer Service Programme, collaborating with the Commerce and Economic Development Bureau for the seventh year in a row to host seminars at which renowned speakers were able to share the secrets of their success in building strong service teams. Once again we published a guidebook which included seminar highlights and key learning points from the speakers.

An important new development in 2009 was the launch of our Young Service Stars programme in which the Association is working together with Tourism Commission and the Federation of Hong Kong Youth Groups to foster a mindset of service excellence among the younger generation, ensuring they enter the service industry equipped with the right attitude and knowledge. We held two workshops for the young people in July together with a succession of visits to leading Hong Kong companies and an appointment and award ceremony in August. The programme was well received by all those taking part with some very positive – and instructive – feedback from the participants.  I’m pleased to say we have been invited to continue the programme in 2010.

That brings me to the theme of our endeavours in this, our 10th anniversary year. In 2010 we will celebrate the “Endless Quest for Service Excellence ”, marking a new milestone for the Association as we accumulate the experience and knowledge acquired over the past decade and move forward to share it with the wider community. Service touches the hearts of all of us in Hong Kong and it’s important that we continue to build on our good work to ensure that our home city offers a service culture that is the envy of the world. It is in the interests of all us to work together to make it happen, especially at a time when many businesses are still reeling from the impact of the economic downturn.

Last but not least, I would again like to offer my sincere thanks to all member organisations, training partners, supporting organisations and the Executive Committee for their unfailing support for, and contribution to, the Association. Your continued efforts have helped to make our achievements over the past decade possible.

Thank you.

Chairman
Hong Kong Association for Customer Service Excellence
January 2010