Hongkong Post

Mail Delivery

By delivering 99.7% of locally-posted letters the next day, Hongkong Post achieved one of the most formidable delivery targets in the world. More than half of the mail delivery offices had been introduced with the new infrastructure (VPPF) to further improve the productivity and efficiency. The benchmarking result indicated that its performance is of world-class among other postal administrations. In order to facilitate all frontline staff to provide prompt and professional service to the customers, they were equipped with “Information Card” regarding new service and new products. Besides, Hongkong Post encouraged the frontline staff to gather customer feedback through the “Frontline Participation Scheme” for continuous service improvement.

PCCW Limited

nowBroadband TV Customer Services Hotline

The hotline performances were measured by a set of service pledges while customer satisfactions were measures by monthly customer survey. A team of dedicated staff monitored the service of frontline staff by call monitoring and coaching. Staff themselves could know their own performance achievement through computer system for catching up the target. Various communication channels such as video conferencing, notice board, electronic pop up screens were set up to enhance communications among staff to ensure thorough understanding of company expectations and facilitate experience sharing.

Cathay Pacific Airways Limited

Business Class Check-in Service

Cathay Pacific Airways gathered customer feedbacks on its counter service through customer commentary group and customer surveys. Services performance were monitored through a mix of programs including service review, queue time survey, processing time survey and Customer Satisfaction Survey “Reflex”. Staff are updated on customers’ needs through internal communication channels “Hub Exchange” and corporate newsletter ‘CX World’. In order to meet customers’ satisfaction, service culture reinforcement initiatives such as MSG programme (Meet, Smile, Greet) were developed to sustain the service standards, enhance frontline performance and taking customer service into a more personal level.

Cathay Pacific Airways Limited

Service Excellence Team

Pursuing the service mission Service Straight From The Heart (SSFTH) of Cathay Pacific Airways, the team launched a number of new campaigns and activities such as the one-minute Putonghua, Service Excellence (SET) video and MSG programme (Meet, Smile, Greet) with an aim to support and motivate our frontline colleagues to deliver quality service. The team also contributed in sustaining the service culture through on-going initiatives such as Supervisor Secondment Program and Service Review. The team evaluated the effectiveness of these programs and team performance through Customer Satisfaction Survey ‘Reflex’, Staff Climate Survey and numerous staff communication channels.

Mr. Yam Wing Tong

Hongkong Post

Mr. Yam showed professional attitude and was polite to customers. He greeted customer with a warm smile and showed high standard of customer service skills. He identified himself so as to reassure the customer of his duties and professionalism. He proactively built up good customer relationship. He bought a small girl a key ring (post office product) when he learnt that she had done well in her examination. Mr. Yam was familiar with the posting procedures and was quick to answer any queries that the customer raised. He took the initiative to upgrade himself in order to be more efficient in his work.

Ms. Louise Yip

Cathay Pacific Airways Limited

Louise showed great understanding and empathy when dealing with customers. She always double check with customer so as to avoid confusion. She was enthusiastic in helping and advising customer s and helped customers to solve their problems whenever she could. Louise believed that whenever she was interacting with customers she would use the right tone and was careful with her selection of words when handling customer requests. She adhered to the principle of customer-focused procedure in order to achieve the highest standard in customer service.

Mr. Shek Kwok Leung, Frankie

Cathay Pacific Airways Limited

Frankie was friendly and always worn a smile. He was helpful and was able to explain well to customers of their enquiry. Frankie conducted his duties with expertise and was helpful to customers by offering them advice on everything related to traveling. He was also very attentive and believed ‘little things’ as simple as providing a map of the airport could make a passenger feel warm and content. Frankie did his best to please all his customers and showed empathy. He would put himself in the shoes of the customers and tried his best to understand their needs.

Ms. Joyce Yau Sze Ming

PCCW Limited

Joyce was enthusiastic about her work and was helpful to her internal customers (frontline staff in call centre). She acted as a coach to her internal customers and gave prompt feedback regarding the quality of customer service. Joyce used some authentic materials to explain about certain difficulties in real life to her internal customers. That made it easier for the frontline staff to understand the core problems and her prompt responds acted as a bonus to her efficiency. Joyce was familiar with the market trend and the products of other competitors. She shared this information with her internal customers so as to work together for the common goal of the company.

Petit Fours Bakery Workshop

The workshop is specially designed for people who are interested in baking cakes and bread. The courses are divided into individual, small groups and family groups. In order to promote a sense of belonging among the customers, the company did its best to facilitate meeting customers’ needs, such as recruiting members, offering them discounts should they wish to join any courses or purchase any appliances. To promote further participation from the members, the company had also created a client/member data bank in the computer system. Newsletter and promotion programmes would be sent to the clients / members on a regular basis. Members can enroll or obtain information via the Internet. Besides, the company also would take the customer comments into consideration for future business planning.

Intimex Business Solutions Co. Ltd.

Intimex Business Solutions Co., Ltd. specializes in web page design. In order to facilitate meeting the needs of clients who have no computer knowledge, the company not only offered a hotline enquiry service and a support and free training programme, but also published a user guide manual in English, Chinese and simplified Chinese for clients’ easy reference. Besides, staff members would telephone the clients regularly to collect their feedback while at the same time strengthening customer relationship. The public were welcomed to send in their comments through their website and email. All information was analyzed and served as future reference for strategic planning.

Charlotte Travel Limited

Charlotte Travel Limited offers customers with a one-stop service, including ticket, hotel reservation and tailor-made itinerary. A 24-hour hotline service is available to offer customers traveling overseas with emergency support if required. The company also maintains an in-house courier service to ensure that air tickets and package vouchers are delivered on time or whenever it is required. Customers were encouraged to express their views through the internet or the website on their opinions regarding the service. The company assigned designated staff to arrange the follow-up actions and replies t o the customers to ensure that they are satisfied with the services provided by the company.

Ms. Shirley To

Modern Classic Limited

Ms. To is enthusiastic about her work and her work ethic is that every client should be treated with care and empathy. She always wore a friendly smile and was patient in listening to the queries of the customers. She would also offer them her professional view whenever it was required. She would do her best to reassure the customers and to ease their worries. She knows her products and the operation procedures well and is very much up-to-date with the operations of her counterparts. Whenever she was asked she was able to analyze and compare the similar product natures in the market in an objective manner. All members of the Panel regarded her as most helpful and sincere. And most of all her sincerity and professionalism won the confidence of the clients as well as this award.

Ms. Lorna Tsui

Charlotte Travel Limited

Ms. Tsui is passionate about her work and is attentive to her clients. During the on-site visit when she had to handle a number of enquires at the same time, she never showed any signs of impatience. She did her best to introduce tailor-made itineraries that were most suitable for the individual’s needs at a reasonable price. Ms. Tsui always listened patiently to the client before she offered them her professional advice and service. Even when faced with a demanding client she would still serve him / her with professionalism and smile.

Ms. Polly Chung

Wing Lai Yuen Restaurant

Ms. Chung is courteous and softly spoken. She is proactive and attentive to customer needs. During the on site visit, when one customer walked in with many shopping bags, she immediately offered an extra chair for the customer’s convenience. She also believed that a flexible approach to fulfill the needs of the customers was a way to ensure that all customers received the kind of service they required.