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2007 Winners |
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Customer Service Excellence Award 2007
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Customer Service Excellence Award 2007
The Customer Service Excellence Award has been organised for the seventh time to recognise and honour member organisations and their employees for outstanding achievements in customer service. A new Grand Award was introduced to acknowledge organisations with exemplary customer service strategies, service delivery and customer experience. The awards program attracted more than 70 entries.
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Customer Service Excellence Award 2007 for SME
The Customer Service Excellence Award for SME was organised for the sixth time in conjunction with the Member Award. The objective is to recognise and reward enterprises and their employees for outstanding service performance. This year, the award program was funded by SME Development Fund of Trade and Industry Department, HKSAR Government. In addition to the awards program, training seminars and sharing sessions were held for those interested in the awards program to share best practices and latest industry trends.
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Panel of Judges
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List of Panel Judges of HKACE Customer Service Excellence Award, Grand Award 2007 |
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The Hon Mrs. Selina Chow, GBS OBE JP (Chairman of Judging Panel)
Member of the Legislative Council |
Mr. Kwok Jing Keung
Former Director of Fire services |
Ms. Linda Lai
Deputy Secretary for
Commerce and Economic Development |
Mr. Jackie Liu
Senior Adminstrative Officer
Tourism Commission |
Mr. Perry Mak
Publisher of Hong Kong Economic Times |
Mr. Gilbert Wong
Executive Director
Poon Kam Kai Institute of Management
The University of Hong Kong |
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List of Panel Judges of HKACE Customer Service Excellence Award 2007 |
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List of Panel Judges of HKACE Customer Service Excellence Award for SME 2007
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Dr. Michael Lam (Chairman of Judging Panel)
Executive Director
Hong Kong Quality Assurance Agency |
Mr. Chan Wing Kai
Head of Complaint & Advice Division
Consumer Council |
Mr. Timothy Fong
Deputy Director
Hong Kong Management Association |
Professor Michael Hui
Associate Pro-Vice-Chancellor
The Chinese University of Hong Kong |
Mr. Cliff Kong
Principal Consultant, Business Management Division
Hong Kong Productivity Council |
Dr. Vincent Li
General Manager, Productivity Training Institute
Hong Kong Productivity Council |
Dr. Pang King Chee
Chairman
Committee on the Promotion of Civic Education |
Ms. Gilly Wong
General Manager, Destination Marketing
Hong Kong Tourism Board |
Dr. Bennett Yim
Professor of Marketing
Associate Director, Chinese Management Centre
The University of Hong Kong
School of Business |
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Mr. Buston Chu (Chairman of Judging Panel)
General Manager, Marketing Division
Dah Chong Hong (MSC) Ltd. |
Mr. Allan Chiang
Chief Executive Officer
Hong Kong Design Centre |
Ms. Susanna Suen
Trade Officer, Support and Consultation Centre for SMEs
Trade and Industry Department |
Mr. Clement Woo
National President
Junior Chamber International Hong Kong |
Mr. KK Yeung, JP
Vice-Chairman
Hong Kong General Chamber of Commerce |
Ms. Ruth Yu
Executive Director
The Hong Kong Retail Management Association |
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Awardees - Members
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Grand Award - Awardees |
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Gold Award |
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Cathay Pacific Airways Limited |
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Silver Award |
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DHL Global Forwarding (HK) Ltd. |
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Silver Award |
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PCCW |
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Bronze Award |
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MTR Corporation Limited (MTR) |
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Team Award - Awardees |
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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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The Kowloon Motor Bus Co. (1933) Ltd.
KMB Customer Service Hotline
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Sony Corporation of Hong Kong Ltd.
Contact Centre
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Hong Kong CSL Limited
1010 CRM Contact Centre
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Counter Service |
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PCCW
PCCW Shop - Connect Zone
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Hong Yip Service Company Limited
Noble Hill (Grandeur Property Management)
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The Hong Kong Jockey Club
Tai Wai, Hing Keng Off-course Betting Branch
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Field and Special Service |
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Sony Corporation of HK Ltd.
Field Service Centre
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Hongkong Post
Shek Wu Hui Delivery Office
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Shell Hong Kong Limited
Shell Gas (LPG)
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Internal Support Service |
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Cathay Pacific Airways Ltd.
Inflight Services Training & Development
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Hongkong Post
Productivity and Quality Management System Section
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CLP Power Hong Kong LimitedTraining Team - Customer Interaction Centre
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Individual Award - Awardees |
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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. Iris Tam Ling Yan
Standard Chartered Bank (Hong Kong) Limited |
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Ms. Celia Leung Bik Sau
The Kowloon Motor Bus Co. (1933) Limited |
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Mr. Peter Ho Man Chung
PCCW |
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Counter Service |
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Ms. Elmen Li Tsui Ying
Cathay Pacific Airways Limited
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Mr. Ben Lau Chi Fai
Crown Motors Ltd. |
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Ms. Wendy Jap Wai Yan
American International Assurance Company (Bermuda) Limited |
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Field and Special Service |
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Ms. Gina Mai Yuen Wah
The Hongkong and Shanghai Banking Corporation Limited |
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Ms. Kwok Koon King
Centaline Property Agency Limited |
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Mr. John Lai Chi Kin
Hewlett-Packard HK SAR Limited |
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Internal Support Service |
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Ms. Olivia Lai Yee Man
The Hong Kong Jockey Club |
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Ms. Flora Liu Kin
Cathay Pacific Airways Limited
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Ms. Gary Ng Wai Yin
CLP Power Hong Kong Limited |
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Awardees - SMEs
Panel Comment - Members
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Comments from Panel of Judges – Grand Award |
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Gold Award |
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Cathay Pacific Airways Limited
Cathay Pacific Airways Limited (CX) established a clear vision and employed various mechanisms such as surveys, customer proposition reviews and management conferences periodically to validate the key attributes of the CX brand. CX is committed to building a strong and consistent Service Straight From The Heart (SSFTH) culture through systematic employee training and career development. Service performance was monitored through a mix of evaluation programs with promising results and performance trends. CX also engaged both passengers and frontline staff, through various channels, to encourage service innovation. It also conducted various studies to evaluate customer satisfaction on a continuous basis so that it was able to identify areas for continuous service improvement.
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Comments from Panel of Judges – Team Award |
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Contact Centre Service – Gold Award |
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The Kowloon Motor Bus Co. (1933) Ltd.
KMB Customer Service Hotline
The Kowloon Motor Bus Co. (1933) Ltd. has been constantly perfecting their service, such as using a Text-To-Speech System in their Hotline to automate the daily recording of updated bus route information. The system reduces the manpower required for recording and gives customers faster access to the updated information they require.
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Counter Service – Gold Award
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PCCW
PCCW Shop - Connect Zone
PCCW Limited has revolutionized the traditional sales mode, the free on-line service and technical support that they offer in the airport. This new sales mode not only gives customers more choices, it also allows customers to fully enjoy the new technology in the market. |
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Field & Special Service – Gold Award
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SONY Corporation of HK Ltd.
Field Service Centre
The Sony Corporation of HK Ltd. field and special service team visits customers when service is required. They also will promote the new products as well as collecting opinions/comments from the customers regarding the products. This enables the team to report the customers’ opinions to the manufacturers for improvement.
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Internal Support Service – Gold Award
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Cathay Pacific Airways Ltd.
Inflight Services Training & Development
The Inflight Services Training & Development team offers support by not only equipping cabin crews with the knowledge and skills to deliver the CX inflight service, but also instilling in them the right service mindset. While playing an important role in communicating company messages it serves as a conduit for crew feedback and communication. The team also works to promote Customer Service Excellence in Hong Kong through education and community service.
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Comments from Panel of Judges – Individual Award |
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Contact Centre Service – Gold Award |
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Ms. Iris Tam Ling Yan
Standard Chartered Bank (Hong Kong) Limited
Ms Tam shows good customer service attitude and is polite to the customers. She handles all phone calls professionally and shows patient in explaining to customers of the questions they raise.
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Counter Service – Gold Award |
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Ms. Elmen Li Tsui Ying
Cathay Pacific Airways Limited
Ms Li is polite and serves customers in a friendly manner. She tries her best to understand customers’ needs and responses quickly. She offers suggestions according to the needs of the customers and shows them that she cares and knows that is good for the customers.
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Field and Special Service – Gold Award |
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Ms. Gina Mai Yuen Wah
The Hongkong and Shanghai Banking Corporation Limited
Ms Mai studies and conducts analysis of the client’s portfolio before meeting. She always asks sensible questions to explore client’s hidden desires and motives which enable her to offer the right kind of advice to client.
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Internal Support Service – Gold Award
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Ms. Olivia Lai Yee Man
The Hong Kong Jockey Club
Ms Lai is capable to anticipate and tackle problems in a flexible and tactful manner. She always does her best to solve problems for the staff. She is able to put herself in the shoes of others and manages to gain confidence of the frontline staff.
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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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Charlotte Travel Limited
Charlotte Travel Limited provides customers with a one-stop service of ticketing and hotel reservation. Well-qualified and experienced employees are dedicated to provide round-the-clock support to customers. With the launch of an internet website with comprehensive information, the company strives to enhance customer satisfaction.
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Silver Award
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Modern Classic Ltd.
Modern Classic Ltd. collaborates with different organizations so as to offer customers one-stop services: decoration of venues, hiring and sales of gowns and shoes, photography, complimentary gifts and witness. |
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Bronze Award
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Everbright Rehabilitation
Everbright Rehabilitation Centre is a hospitality facility for those who are mentally troubled, intellectually or physically disadvantaged. They are allowed the opportunity to live under one roof where they can inspire and encourage each other and live a more fulfilled life. The Centre promotes environmentally friendly living environment for the benefits of the residents. |
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Comments from Panel of Judges – Individual Award |
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Gold Award |
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Ms. Debbie Cheung
Modern Classic Ltd.
Ms Cheung is enthusiastic about her work. She is always willing to offer the best service to her customers at the same time she also helps her staff to solve their problems. She believes that only happy staff can offer customers with good service.
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Silver Award
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Ms. Jessica Chan
Global Best International Financial Ltd.
Ms Chan believes that the key to earning clients’ trust is to maintain honest and positive communication with a heart-felt attitude. Ms Chan listens to their needs, and custom-made their individual financial plans. |
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Bronze Award
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Mr. Tony Yuen
Regal World Transport System Ltd.
Mr. Yuen treats his customers with sincerity. He fully utilizes his expertise to help his customers and believes that sincerity is the secret to retain his customers.
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 _KMB hotline.JPG)
_PCCW.JPG)
_Sony.JPG)
_Iris_Stardard.JPG)
_ Elmen_Cathay.JPG)
_Gina_HSBC.JPG)
_Olivia_HK Jockey.JPG)
_Charlotte.JPG)
_Modern Classic.jpg)
_Everbright.JPG)
_Debbie_Modern Classic.JPG)
_Jessica_Global Best.JPG)
_Tony_Regal World.JPG)