Introduction

In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2002 with an aim of motivating customer service staff, recognizing outstanding performers and promoting a customer service culture with member companies.

Objective

• To openly recognize outstanding customer service provided by member companies of the Association at both organizational and staff levels
• To provide additional incentive for member companies and their staff to achieve excellent customer service standards in their respective areas
• To help promote a customer-oriented culture within member companies To facilitate best-practice sharing between member companies

Types of Award

There are 3 types of award:

Team Award   Individual Award   Program-Based Award         • Contact Centre Service   • Contact Centre Service   • Award for Customer Service Excellence Program   • Counter Service   • Counter Service         • Field & Special Service   • Field & Special Service         • lnternal Support Service   • lnternal Support Service

Eligibility

Contact Centre Service

• Non face to face customer interaction, such as hotline, web chat and fax line, that is accessible to the general public
• Contact centre services only for internal use or institutional client use are not eligible for nomination

Counter Service

• Face to face service of branch/office/centre operation offered inside and at fixed and well-managed premises
• The service should be accessible to the general public
• Examples of Counter Service: Service Centre, Retail Outlet, Teller, Shop Assistant

Field & Special Service

• Face to face service which is not delivered over the counter
• The service should be accessible to the general public
• Examples of Field & Special Service:
  • Agency service
  • In-flight or bus service
  • Emergency service
  • Repair and maintenance service
  • Installation service
  • Restaurant
  • Delivery services
  • Personal financial service

Internal Support Service

• Internal service supporting the operation of Contact Centre, Counter, Field & Special Service or other front-line service to customers
• Preferably with contribution in achievement of customer service excellence
• Examples of Internal Support service: Training, HR, IT, Depot, Maintenance, Logistics, or any department and any Team of the department that support the operation of Contact Centre, Counter or Field & Special Services

Program-Based Award

• The program should focus on initiatives that promoting customer service excellence in the award year or recent 3 years
• The program that incorporates creative, innovative and effective customer service initiatives will receive priority in the overall selection process

• Award winner is recognized as an excellent customer service provider, thus raising the profile of the respective company in the industry.
• Award winners will receive a trophy and award certificate. For Team Award, Program-based Award, and Individual Award, each category consists of three awards: Gold, Silver and Bronze.
• Award winners can use the award logo for promotional purposes for up to 2 years. *
• Promotional material will be printed to publicize winners’ achievements.

     * For the logo usage, the Organizer reserves the right of final approval