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2006 Winners |
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Customer Service Excellence Award 2006
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Customer Service Excellence Award 2006
The Customer Service Excellence Award has been organized for the sixth time to recognize and honour member organizations and their employees for outstanding achievement in customer service. The annual event attracted more than 70 entries involving 3,100 frontline staff.
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Customer Service Excellence Award 2006 for SME
The Customer Service Excellence Award for SME was organized for the fifth time, in conjunction with HKACE Member Award. The objective was to recognize and reward the enterprises and their employees on outstanding service performance.
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Panel of Judges
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List of Panel Judges of HKACE Customer Service Excellence Award 2006 |
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List of Panel Judges of HKACE Customer Service Excellence Award for SME 2006
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Mr. Chan Wing Kai
Head, Complaints & Advice Division Consumer Council |
Mr. Bernard Chan
Senior Manager, Partnership Development Hong Kong Tourism Board |
Mr. Timothy Fong
Assistant Director
The Hong Kong Management Association |
Dr. Gilbert Wong
Executive Director
Poon Kam Kai Institute of Management
The University of Hong Kong |
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Mr. Ngai Wing Chit
Assistant Director-General, Trade and Industry Department |
Ms. Ruth Yu
Executive Director
Hong Kong Retail Management Association |
Mr. Kevin Lau
Vice President
The Hong Kong Chamber of Small and Medium Business Limited |
Ms. Pauline Chan
Assistant Vice President – Customer Management
PCCW Limited
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Mr. Matthew Ha
Quality Manager
Technology Solutions Group
Hewlett-Packard HK SAR Limited |
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Awardees - Members
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Team Award - Awardees |
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Top Winner |
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Cathay Pacific Airways Limited
Cabin Crew
Vancouver Base Team |
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Gold Award |
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Silver Award |
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Bronze Award |
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Contact Centre Service |
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PCCW Limited
Contact Center Business
Fixed Line Services
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The Hongkong and Shanghai Banking Corporation Limited
Premier Hotline |
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Motorola Asia Pacific Limited
Motorola Contact Centre |
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Counter Service |
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CLP Power Hong Kong Limited
Yuen Long Customer Service Center
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The Hong Kong Jockey Club
The Second Generation of Off-Course Betting Branch |
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Shell Hong Kong Limited
Retail Service Station |
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Field and Special Service |
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Cathay Pacific Airways Limited
Cabin Crew
Vancouver Base Team |
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Hongkong Post
Yuen Long Delivery Office |
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Standard Chartered Bank ( Hong Kong ) Limited
“Direct Sales, Mobile Sales” |
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Internal Support Service |
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PCCW Limited
Contact Center Business
Quality & Resource Management |
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Cathay Pacific Airways Limited
In-flight Service Development and Standards Team
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CLP Power Hong Kong Limited
PSBG/ North Region/ Accounting & Administration Branch |
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Individual Award - Awardees |
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Top Winner |
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Mr. Alex Law Chi Fung
Hewlett-Packard HK SAR Limited |
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Gold Award |
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Silver Award |
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Bronze Award |
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Contact Centre Service |
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Ms. Tammy Lo Yu Shan
PCCW Limited
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Ms. Landy Mao Ji Lan
Motorola Asia Pacific Limited |
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Ms. Pamela Leung Yuk Pui
Centaline Property Agency Limited |
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Counter Service |
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Ms. Jo Fung Yee Wah
American International Assurance Company (Bermuda) Limited |
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Ms. Sara Chan Miu Ying
Standard Chartered Bank (Hong Kong) Limited |
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Mr. Grant Yip Ka Ming
The Hong Kong Jockey Club |
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Field and Special Service |
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Mr. Alex Law Chi Fung
Hewlett-Packard HK SAR Limited |
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Mr. Vincent Yip Hing Tak
Cathay Pacific Airways Limited |
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Mr. Wong Kwok Chuen
PCCW Limited
CASCADE Limited |
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Internal Support Service |
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Ms. Angela Tsui
CLP Power Hong Kong Limited |
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Mr. Chan Siu Leung
Hongkong Post
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Mr. Kenny Yung Tsz Yin
The Kowloon Motor Bus Co. (1933) Ltd.
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Program-Based Award - Awardees |
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Gold Award |
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The Hongkong and Shanghai Banking Corporation Limited
PROGRAM: We Hear to Listen, We Feel to Care, We Serve to Deliver |
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Silver Award |
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American International Assurance Company (Bermuda) Limited
PROGRAM: Employee Recognition Award |
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Bronze Award |
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The Kowloon Motor Bus Co. (1933) Ltd.
PROGRAM: FRIENDS OF KMB 18 -
District Selection of Good Passenger Campaign |
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Awardees - SMEs
Panel Comment - Members
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Comments from Panel of Judges – Team Award |
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Top Winner & Counter Service – Gold Award |
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Cathay Pacific Airways Limited
Cabin Crew
Vancouver Base Team
The Vancouver Base Team has a set of well-established service procedures and guidelines, as well as comprehensive training, to enable crew to perform their job. Internal Cabin Crew Performance Profile is used on every flight to evaluate individual service performance.
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Contact Centre Service – Gold Award |
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PCCW Limited
Contact Center Business
Fixed Line Services
Contact Center Business – Fixed Lien Servcies provides 24-hour service to customers. Issues regarding directory enquiry, fault reporting, bill enquiry and international operator services can dial up to one single number 1000 to obtain one-stop service.
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Field & Special Service – Gold Award
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CLP Power Hong Kong Limited
Yuen Long Customer Service Center
Yuen Long Customer Service Center provides district specific services such as extended opening hour and promoted three phase electric to facilitate customer needs. Staff members are encouraged to raise ideas in relation to CSC Operations for continuous improvement. |
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Internal Support Service – Gold Award
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PCCW Limited
Contact Center Business
Quality & Resource Management
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. |
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Comments from Panel of Judges – Program-Based Award |
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Gold Award |
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The Hongkong and Shanghai Banking Corporation Limited
We Hear to Listen, We Feel to Care, We Serve to Deliver
The program objective is to improve customer satisfaction. All the front-line staff are fully involved in promoting the “One & Done” Service Promise by having customers interest at heart. Good performance results are shown in the Customer Satisfaction Survey with increased sales intakes and reduced customer complaints achieved through the program.
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Comments from Panel of Judges – Individual Award |
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Top Winner & Field and Special Service – Gold Award |
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Mr. Alex Law Chi Fung
Hewlett-Packard HK SAR Limited
Alex shows sincerity when dealing with customers. He is helpful and friendly and always takes t he initiative to help the customer to repair the computer even though it is not mentioned on the duty list.
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Contact Centre Service – Gold Award |
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Ms. Tammy Lo Yu Shan
PCCW Limited
Tammy provides customer services through mail channel to satisfy customer needs. She believes that it is important to read carefully not just customers’ words but also their mind so that she can identify with their feelings and their issues.
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Counter Service – Gold Award |
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Ms. Jo Fung Yee Wah
American International Assurance Company (Bermuda) Limited
Jo listens attentively to the customers regarding the problems they have with their policy and offers useful and practical advice to them. She is pleasant and always speaks softly to make the customers felt at ease.
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Internal Support Service – Gold Award
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Ms. Angela Tsui
CLP Power Hong Kong Limited
Ms. Angela provides training and develops strategy. She is responsive to customer needs. She stresses the importance of maintaining close communication with customers and meeting customer expectation is very important.
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Panel Comment - SMEs
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Comments from Panel of Judges – Organization Award |
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Gold Award |
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Intimex Business Solutions Co. Limited
Intimex Business Solutions Co. Ltd. Offers tailor-made website design to facilitate industry with special nature and unique needs. The company also provides different related training courses and system demonstration website to address their needs.
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Silver Award
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PIZONE Limited
PIZONE Limited modifies the size of the reverse osmosis system to shoot the needs of individual customer. They also offer 24-hour hotline service and exchange service to gratify their customers.
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Bronze Award
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da dolce Gelato Italiano
da dolce Gelato Italiano offers ‘ice-cream tasting’ before customers decide what to choose. They also emphasize new taste development to meet different customer needs. |
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Comments from Panel of Judges – Individual Award |
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Gold Award |
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Ms. Emily Mak Yim Mui
The Palace, Prince & Princess
Ms. Mak realizes that ‘listening’ is an art and a necessity in serving the customers. She also recognizes that only through listening could she be able to satisfy her customers and making shopping an unforgettable and pleasurable experience for them.
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Silver Award
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Mr. Joe Leung Ching Cheung
Cyber Telecom
Mr. Leung understands the urgency of the customers’ need and is willing to go an extra mile to serve his customers, so as to satisfy his customers.
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Bronze Award
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Ms. Karen Chow Oi Lam
Intimex Business Solutions Co. Ltd.
Ms. Chow is more than willing to offer her customers her professional advice and to render assistance to her customers. She also set up a 24-hour hotline for consultation.
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