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2008 Winners |
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Customer Service Excellence Award 2008
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Customer Service Excellence Award 2008
The Customer Service Excellence Award has been organised for the eighth time to recognise and honour member organizations and their employees for outstanding achievements in customer service. The awards program attracted more than 70 entries.
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Customer Service Excellence Award 2008 for SME
The Customer Service Excellence Award for SME was organised for the seventh 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 for the second time. In addition to the awards program, training seminars and sharing sessions were held 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 2008 |
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Ms. Linda Lai (Chairman of Judging Panel)
Deputy Secretary for Commerce and Economic Development
(Commerce and Industry)
Commerce and Economic Development Bureau |
Mr. Lai Ching Hung
Head of Customer Service
Hong Kong Trade Development Council |
Mr. Perry Mak
Managing Director & Executive Director
Hong Kong Economic Times |
Ms. Erica Ng
Director, International Business & Programs
Hong Kong Genral Chamber of Commerce |
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List of Panel Judges of HKACE Customer Service Excellence Award, Program-Based Award 2008 |
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Mr. Bankee Kwan (Chairman of Judging Panel)
Immediate Past Chairman & Honorary Advisor
The Hong Kong Retail Managementb Association
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Mrs. Laura Aron
Assistant Commissioner for Tourism
Commerce and Economic Development Bureau
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Mr. Raymond Cheng
General Manager, Business Management Division,
Productivity Training Institute
Hong Kong Productivity Council
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Mr. Allan Chiang
Chief Executive Officer
Hong Kong Design Centre |
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List of Panel Judges of HKACE Customer Service Excellence Award 2008 for Team Award & Individual |
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List of Panel Judges of HKACE Customer Service Excellence Award for SME 2008
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Dr. William Chan (Chairman of Judging Panel)
Director, Certification Diviion, Q-Mark Division
Federation of Hong Kong Industries |
Mr. Ricky Leung
Acting Principal Consultant
Business Management Division
Hong Kong Productivity Council |
Ms. Cindy Lui
Principal Consultant,
Productivity Training Institute
Hong Kong productivity Council |
Mr. Martin Wong
Chief Complaints and Advice Officer
Consumer Council |
Ms. Ruth Yu (Chairman of Judging Panel)
Executive Director
Hong Kong Retail Management Association |
Professor Michael Hui
Associate Pro-Vice-Chancellors
The Chinese University of Hong Kong |
Dr. Gilbert Wong
Executive Director, Poon Kam Ka Institute of Management
The University of Hong Kong |
Dr. Michael Lam (Chairman of Judging Panel)
Executive Director
Hong Kong Quality Assurance Agency |
Mr. Raymond Cheng
General Manager, Business Management Division,
Productivity Training Institute
Hong Kong Productivity Council
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Dr. Pang King Chee
Chairman
Committee on the Promotion of Civic Education
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Bennett Yim
Professor of Marketing
Associate Dean (Undergraduate programs)
School of Business, The University of Hong Kong
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Ms. Pauline Chan (Chairman of Judging Panel)
Secretary
Hong Kong Association for Customer Service Excellence |
Ms. Betty Ku
Regional Head, Greater China, SME Banking
Standard Chartered Bank (Hong Kong) Limited |
Ms. Belinda Kwan
Assistant Director-General(Industries Support)
Trade and Industry Department |
Mr. Dennis Ng
President
The Hong Kong Chamber of Small and Medium
Business Ltd |
Mr. Eric Tang
2008 National President
Junior Chamber International Hong Kong |
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Awardees - Members
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Grand Award - Awardees |
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Gold Award |
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MTR Corporation |
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Silver Award |
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Hong Kong Fire Services Department |
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Bronze Award |
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The Kowloon Motor Bus Co. (1933) Ltd. |
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Bronze Award |
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PCCW 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 |
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Global Premier |
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Silver Award |
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Cathay Pacific Airways Ltd. |
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Flight Disruption Management |
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Bronze Award |
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Hongkong Post |
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Website Usability Enhancement-Implementation of Voice Website |
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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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Sony Corporation of Hong Kong Ltd.
Contact Centre
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The Efficiency Unit of the Government of the HKSAR
1823 Call Centre
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PCCW Ltd.
Consumer Group
Mobile Customer Service Hotline
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Counter Service |
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Swire Resources Ltd.
Rockport (Festival Walk Shop) |
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Motorola Asia Pacific Ltd.
MOTO ServiceOne Centre
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Dah Chong Hong (Motor Service Centre) Ltd
Honda Centre
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Field and Special Service |
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Sony Corporation of Hong Kong Ltd.
Field Service Centre
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Shell Hong Kong Ltd.
Shell Gas (LPG) |
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Shiseido DCH Cosmetics Ltd.
Shiseido Beauty Centre
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Internal Support Service |
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Hewlett-Packard HK SAR Ltd.
Human Resource
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Cathay Pacific Airways Ltd.
Information Management Department
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PCCW Ltd.
Consumer Group - Call Centre Sales
Quality Assurance Team
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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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Miss Kammy Lui Kam Sheung
PCCW Ltd.
Consumer Group |
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Mr Kenneth Kwok Chun Ho
The Hongkong and Shanghai Banking Corporation |
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Ms Sherry Tsui Pui Wah
Standard Chartered Bank (Hong Kong) Ltd. |
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Counter Service |
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Mr Leo Ng Yue Kin
The Kowloon Motor Bus Co. (1933) Ltd.
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Miss Apple Tang Yuet Chun
The Hong Kong Jockey Club |
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Miss Emily Chan Suk Yee
The Hongkongand Shanghai Banking Corporation |
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Field and Special Service |
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Mr Paul Lee Bo Yiu
Cathay Pacific Airways Ltd. |
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Miss Iris Ho Yin-ling
Shiseido DCH Cosmetics Ltd. |
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Mr Wan Kam Fai
Hongkong Post |
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Internal Support Service |
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Miss Lucy Tsui
Cathay Pacific Airways Ltd. |
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Miss Sandy Wong Po Chung
American International Assurance Co. (Bermuda) Ltd.
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Mr Brian Wan Chung Yin
PCCW Ltd.
Consumer Group |
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Awardees - SMEs
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Individual Award - Awardees |
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Gold Award |
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Ms. Anson Ma
Modern Classic Ltd.
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Silver Award |
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蒙美雲
Mother's Angel Care Service Co. Ltd. |
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Bronze Award |
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施清利
Hing Kee Java Edible Bird's Nest Co. Ltd.
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Panel Comment - Members
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Comments from Panel of Judges – Grand Award |
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Gold Award |
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MTR Corporation
MTR Corporation is devoted to be the world’s leading railway for safety, reliability, customer service and cost efficiency. In order to achieve the goals, the company has committed significant resources to deliver high quality service, and has exceeded the performance set in the Customer Service Pledges. As a major transportation company influencing the daily lives of millions, it has always been the company’s aim to adopt an open, proactive and responsible approach to communicate with the general public, and therefore able to understand and continue to meet the expectation of the customers.
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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
Global Premier
By utilizing the bank’s global network and cross-platform information system, the program aims to fulfill HSBC Premier customers’ expectations on receiving a truly global banking experience. The bank systematically implemented the program and evaluated the effectiveness through various measures. On-going customer surveys indicate that the program is well-received and commended by the target customers.
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Comments from Panel of Judges – Team Award |
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Contact Centre Service – Gold Award |
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SONY Corporation of HK Ltd.
Contact Centre
SONY Corporation of HK Ltd. – Contact Centre
The Contact Centre of Sony Corporation of HK Ltd. acts as a bridge towards all Direct Customer Touch Points to provide Customer Centric service and share “One Sony Experience”.
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Counter Service – Gold Award
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Swire Resources Limited
Rockport-Festival Walk Shop The Rockport shop (Festival Walk) provides wide product range in catering sophisticated needs of customers. To facilitate the in-house “Retail Academy”, the shop also performs as a “Training Shop” in nurturing new joiners with the objective of standardizing service provided.
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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. has developed a new mobile service order system – Dynamic Workforce Management System to enhance the operation workflow and provide real time service information for both Field Service Engineers and company in order to achieve the higher customer satisfaction and operation excellence.
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Internal Support Service – Gold Award
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Hewlett-Packard HK SAR Ltd.
Human Resources
With the belief of “happy employee, happy customer”, Human Resources department of Hewlett-Packard HK SAR Ltd. has developed a wide arrange of interesting and practical training programs to motive and facilitate employees in providing first-rate customer 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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Miss Kammy Lui Kam Sheung
PCCW Limited - Consumer Group
Ms Lui shows patience when handling difficult customer. She listens attentively to customer requests and responds as quickly as possible. Her follow-through technique is thorough.
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Counter Service – Gold Award |
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Mr Leo Ng Yue Kin
The Kowloon Motor Bus Co. (1933) Ltd.
Mr. Ng is polite and serves customers in a friendly manner. He is proactive and provides customers with suitable information. He also generates and establishes rapport with customers.
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Field and Special Service – Gold Award |
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Mr Paul Lee Bo Yiu
Cathay Pacific Airways Ltd.
Mr. Lee is committed to provide excellent service to customers. He is patient with customers and is responsive to customers’ need without being asked.. His sincerity always makes customer feel welcome..
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Internal Support Service – Gold Award
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Miss Lucy Tsui
Cathay Pacific Airways Ltd.
Ms Tsui is committed to provide excellent service to customers. She is willing to go an extra mile and cares to offer additional assistance to customers. She is dedicated to her job and shows eagerness in perfecting good customer relationship.
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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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Christian Environmental Health Ltd.
Christian Environmental Health Ltd. provides pest control services. To provide excellent customer services it has a 24-hour hotline service to handle enquiries on pest control for both the public and private sectors. They also provide free estimates so as to give their customers a continuous service.
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Silver Award
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Natural Stones Ltd.
Natural Stones Ltd. offers the uniqueness of urns such as those imported from Europe, eco-friendly sea burial urns, tombstones and statues for the deceased. They aim to provide a worldwide service for those who seek to remember their dear ones in their own special way. |
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Bronze Award
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Regal World Transport System Ltd.
In order to offer a comprehensive service to customers, Regal World Transport System Ltd. has installed Actual Live software so that customers can contact the company without having to leave their premises. Their service extends to all parts of the world with no time limits. |
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Comments from Panel of Judges – Individual Award |
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Gold Award |
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Ms. Anson Ma
Modern Classic Ltd.
Ms Ma aims to understand the apprehension of couples, and offers comprehensive service and support so that her customers feel at ease when preparing for their wedding. She was empathetic and showed care and consideration for the bride and bridegroom to be. |
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Silver Award
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蒙美雲
Mother's Angel Care Service Co. Ltd.
Ms Mo is a dedicated staff handles the welfare of the mother to be with great care. She is caring and reassuring. Her maternal instinct shows in her way of caring and looking after the new born so that the mother can be at ease with her new role. |
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Bronze Award
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施清利
Hing Kee Java Edible Bird's Nest Co. Ltd.
Mr. Sze insisted on understanding the needs of customers before he introduced suitable goods to them. He would then explain very clearly the quality and purchase terms and conditions so that customers would make the right choice.
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