>>>>> ::::: Hong Kong Association for Customer Service Excellence ::::: <<<<<

		About the Awards

		Invitation for Entries

		Previous Winners

2007

2005 Winners

		Introduction
		Panel of Judges
		Awardees			Members
					SMEs
		Panel Comments			Members
					SMEs

Customer Service Excellence Award 2005

Customer Service Excellence Award 2005

The Customer Service Excellence Award has been organized for the fifth time to recognize and honour member organizations and their employees for outstanding achievement in customer service. The annual event attracted 60 entries involving 580 frontline staff.

Customer Service Excellence Award for SME 2005

The Customer Service Excellence Award for SME was organized for the fourth time, in conjunction with HKACE Member Award. The objective was to recognize and reward the enterprises and their employees on outstanding service performance.

Panel of Judges

List of Panel Judges for HKACE Customer Service Award 2005

List of Panel Judges for HKACE Customer Service Award 2005 for SME

Mr. Chan Wing Kai
Head
Complaints & Advice Division Consumer Council

Dr. Michael Lam
Executive Director
Hong Kong Quality Assurance Agency

Mr. Bernard Chan
Senior Manager
Partnership Development Hong Kong Tourism Board

Professor Michael Hui
Associate Pro-Vice-Chancellor
The Chinese University of Hong Kong

Dr. Gilbert Wong
Executive Director
Poon Kam Kai Institute of Management
The University of Hong Kong

Mr. Andy Hung
President
Hong Kong Small and Medium Enterprises General Association

Mr. David Ting
Vice President
The Hong Kong Chamber of Small and Medium Business Ltd.

Mr. WN Kong
Technology Applications Manager
CLP Power Hong Kong Limited

Mr. Buston Chu
General Manager
Marketing Division
Dah Chong Hong (Motor Service Centre) Ltd.

Awardees - Members

Team Award - Awardees
Top Winner
Hongkong Post Wyndham Street Post Office

	Gold Award	Silver Award	Bronze Award
Contact Centre Service	PCCW Limited now Broadband TV 24-hour Sales Hotline	American International Assurance Co. (Bermuda) Limited Customer Service Hotline	Motorola Asia Pacific Limited Motorola Contact Centre
Counter Service	Hongkong Post Wyndham Street Post Office	The Kowloon Motor Bus Co. (1933) Ltd. KMB Customer Service Centres	CLP Power Hong Kong Limited Tsim Sha Tsui Customer Service Centre
Field and Special Service	Shell Hong Kong Limited Shell Gas (LPG)	Hongkong Post Aberdeen Delivery Office	PCCW Limited Cascade Field Service
Internal Support Service	Hongkong Post Training Section	Cathay Pacific Airways Limited Airports Training and Development Centre	American International Assurance Co. (Bermuda) Limited Mailing Department

Individual Award - Awardees
Top Winner
Ms. Shelley Chong Ching Yi Standard Chartered Bank (Hong Kong) Limited

	Gold Award	Silver Award	Bronze Award
Contact Centre Service	Ms. Shelley Chong Ching Yi Standard Chartered Bank (Hong Kong) Limited	Ms. Leung Fung King CLP Power Hong Kong Limited	Ms. Catherine Lo Po Ying PCCW Limited
Counter Service	Ms. Aelly Ng Hoi Yau Standard Chartered Bank (Hong Kong) Limited	Mr. Johnson Lai Chun Kit Dah Chong Hong (Motor Service Centre) Ltd.	Ms. Akina Choy Yin Ling Cathay Pacific Airways Limited
Field and Special Service	Ms. Shigemi Miyaki Cathay Pacific Airways Limited	Mr. Lo Chi Yuen PCCW Limited Cascade Field Service	Mr. Ho Wai Ping Shell Hong Kong Limited Shell Gas (LPG)
Internal Support Service	Ms. Carrie Kwong Ka Wai The Kowloon Motor Bus Co. (1933) Ltd.	Ms. Phyllis Chan Oi Mei PCCW Limited	Ms. Bonny Lee Lai Ping Shell Hong Kong Limited

	Program-Based Award - Awardees
	Gold Award
	Standard Chartered Bank (Hong Kong) Limited PROGRAM: Hong Kong Consumer Banking Outserve Program
	Silver Award
	Shell Hong Kong Limited PROGRAM: Customer Focus Campaign
	Bronze Award
	Cathay Pacific Airways Limited PROGRAM: Betsy Program

Awardees - SMEs

	Organization Award - Awardees
	Gold Award
	Richform Holdings Limited
	Silver Award
	Grands Way Trading Company
	Bronze Award
	Objective Solutions Limited

	Individual Award - Awardees
	Gold Award
	Ms. Rachel Lee Chung Yan BG BeautyPlus International Limited
	Silver Award
	Ms. Maggie Tong Man Yee Carsac Limited
	Bronze Award
	Ms. Eva Fung Yee Wah Hang Tat Travel Service Limited

Panel Comment - Members

	Comments from Panel of Judges – Team Award
	Top Winner & Counter Service – Gold Award
			Hongkong Post Wyndham Street Post Office The Wyndham Street Post Office is one of the retail branches of Hongkong Post. Staff members provide customized and creative facilities such as bell service and packaging materials display to enhance customer satisfaction.

	Contact Centre Service – Gold Award
			PCCW Limited Now Broadband TV 24-hour Sales Hotline now Broadband TV 24-hour Sales Hotline provides clients with a 24-hour direct helpline. This operator-assisted service helps to facilitate clients to subscribe to any programmes/channels at their convenience.

	Field & Special Service – Gold Award
			Shell Hong Kong Limited Shell Gas (LPG) Shell Hong Kong Limited has always been working its best to improve their service based on the needs of its clients. Diversified training programmes are also designed to upkeep the service quality of staff members with tangible results.

	Internal Support Service – Gold Award
			Hongkong Post Training Section The Training Section of Hongkong Post provides all staff members tailor-made training programmes, a “Balanced Scorecard” system is set up to measure and evaluate the effectiveness of the supporting function.

	Comments from Panel of Judges – Program-Based Award
	Gold Award
			Standard Chartered Bank (Hong Kong) Limited Hong Kong Consumer Banking Outserve Program The program management team of Standard Chartered Bank (Hong Kong) Limited is not only foresighted and creative but enthusiastic to fulfill needs of the customers, and sets up targets for staff members to achieve within next two to three years.

	Comments from Panel of Judges – Individual Award
	Top Winner & Contact Center Service – Gold Award
			Ms. Shelley Chong Ching Yi Standard Chartered Bank (Hong Kong) Limited Shelley is knowledgeable in her trade and always takes the initiative to get to know the customers. She is empathetic and always able t o offer advice to the customers whenever it is required of her.

	Counter Service – Gold Award
			Ms. Aelly Ng Hoi Yau Standard Chartered Bank (Hong Kong) Limited Aelly is always prepared to offer customer tailor-made service. She is able to analyse the market for the customers so that they will benefit the most from their investment.

	Filed & Special Service – Gold Award
			Ms. Shigemi Miyaki Cathay Pacific Airways Limited Shigmei reacts swiftly to ad hoc situations and is able to analyse and responses to them with professionalism and expertise. She is conscientious and attentive to the customers.

	Internal Support Service – Gold Award
			Ms. Carrie Kwong Ka Wai The Kowloon Motor Bus Co. (1933) Ltd. As one of the key members of the back-up team, Carrie sees to the needs and offers assistance to her subordinates whenever it is required. She is also able to uncover the potential of her team, so that team members perform to their best.

Panel Comment - SMEs

	Comments from Panel of Judges – Organization Award
	Gold Award
			Richform Holdings Limited Richform Holdings Limited not only pays attention to product quality but also takes pride in addressing the needs of their customers. Different channels and systems are in place to allow customers to voice their comments and advice.

	Silver Award
			Grands Way Trading Company All window displays in the retail shops of Grands Way Trading Company are tasteful and charming. This makes shopping a delightful experience for customers while product details and relevant information can be explained to customers by staff members.

	Bronze Award
			Objective Solutions Limited The Sales Representatives of Objective Solutions Limited render customers with customized services on-line so that customers can have access at any time, anywhere they desire.

	Comments from Panel of Judges – Individual Award
	Gold Award
			Ms. Rachel Lee Chung Yan BG BeautyPlus International Limited Rachel is sincere and is an expert in different skin care products and treatments to satisfy the needs of each individual.

	Silver Award
			Ms. Maggie Tong Man Yee Carsac Limited Maggie always wears a smile on her face. She never tires of explaining and giving professional advice on the selection of handbags to customers.

	Bronze Award
			Ms. Eva Fung Yee Wah Hang Tat Travel Service Limited Eva offers assistance to overseas clients on scheduling. She is calm and always renders her service professionally.