| Introduction | Objective | Benefit | Eligibility | Program Schedule |

| Adjudication Process | Assessment Criteria | Panel Judges |

| Application | Download |

Building on the success of past years, Hong Kong Association for Customer Service Excellence Limited is organizing the 7th Customer Service Excellence Award for SME to further promote a customer-focused culture in Hong Kong. The Award recognizes customer service excellence and acknowledges outstanding performers from Small and Medium Enterprises. SMEs that meet the eligibility criteria and their employees are cordially invited to participate in the program.

• To recognize outstanding customer service provided by local SMEs and their staff
• To identify models of good customer service and contribute to Hong Kong's continued growth and competitiveness

1. Both Organization Award and Individual Award consist of three awards : Gold, Silver and Bronze

2. Award winners will receive a trophy and award certificate

3. Each award winner will be offered one complimentary seat to attend an award presentation at the Hong Kong Association for Customer Service Excellence Limited 9th Anniversary Ceremony

4. Award winners can use the award logo for promotional purposes for up to 2 years. The Organizer reserves the right for final approval of logo usage

• A manufacturing business which employs fewer than 100 persons in Hong Kong, or a non-manufacturing business which employs fewer than 50 persons in Hong Kong
• Have fixed service location to enable observations by assessors
• Accessible to general public, examples: retail, restaurant, personal or consumer related services

• Employed by recognized SME
• Nominated by the employer
• Supported by employer, supervisor, subordinate or customer of the SME

Application Deadline : 20 October 2008

Level 1 Assessment : October - November 2008

Level 2 Assessment : November 2008

Level 3 Assessment : December 2008

Final Result Announcement : January 2009

• Level 1 - Desktop Assessment

(Please refer to point 1 and point 6 of Application Procedure)

• Level 2 - Mystery Assessment and On-site Verification

(Contribute 50% of final score if successfully short-listed)

• Level 3 - Panel Judging

(Contribute 50% of final score if being successfully short-listed)

• Level 1 - Desktop Assessment

(Please refer to point 1 and point 6 of Application Procedure)

• Level 2 - On-site Observation

(Contribute 50% of final score if successfully short-listed)

• Level 3 - Panel Judging

(Contribute 50% of final score if being successfully short-listed)

Customer Focus (25%)

• Promote customer loyalty through service innovation
• Maintain customer feedback handling system

Operational Environment (20%)

• Maintain tidy environment
• Offer good customer care facilities

Staff Attitude (20%)

• Provide warm and consistent service
• Demonstrate team spirit and smooth coordination

Service Process (20%)

• Establish customer communication channels on service /

product features

• Design service process with innovative ideas to enhance

customer convenience

Management System (15%)

• Establish internal communication channels
• Provide continuous staff training / coaching

Service Attitude (20%)

• Show empathy and patience in dealing with customers
• Solve problems in a flexible and creative manner

Servicing Skill (20%)

• Attend to customer needs promptly
• Provide clear and direct information

Service Consistency (25%)

• Deliver consistently good service
• Comply with operational procedures consistently

Personal Etiquette (15%)

• Maintain clean and tidy personal attire
• Perform professionally

Product Knowledge (20%)

• Possess knowledge of product and service feature
• Possess knowledge of industrial and market trends

• Representatives from relevant Government Departments and the Award Organizer
• Senior executives of SME Associations

1. Applicants should provide detailed and comprehensive information. Screening decisions rely heavily upon the details supplied

2. Each SME can submit ONE application for Customer Service Excellence Award 2008 for SME - Organization Award

3. Each SME can nominate a maximum of TWO employees for Customer Service Excellence Award 2008 for SME - Individual Award

4. Please complete the enclosed APPLICATION FORM and return it with supporting evidence to:

Ms. Rebecca Kwok

Business Mangement Division

Hong Kong Productivity Council

3/F., HKPC Building,

78  Tat Chee Avenue, Kowloon Tong, Kowloon

Fax:  3188 9221

by 20 October 2008

5. Applications received after the deadline will NOT be accepted

6. All information and documents supplied by award entrants will be held in STRICT CONFIDENCE

7. For more information, please contact the following:

Ms. Gloria Tang (tel: 2788 6309; gloriatang@hkpc.org)

Ms. Candy Yip (tel: 2788 6339; candyyip@hkpc.org)

Ms. Rebecca Kwok (tel: 2788 6236; rebeccak@hkpc.org)