Guide to Customer Service Excellence (14) – Build a Winning Team 2008-01-02 In order to aid service organisations in the building of winning teams, and encourage service providers become better team players; we have produced this practical booklet as a guide to team building. Building up a team is like organizing a dragon boat race team. Our book uses a Dragon Boat Model to...
Guide to Customer Service Excellence (13) – Professionalism in Customer Service – Moments of Truth 2007-03-23 The Hong Kong Association of Customer Service Excellence jointly organized a series of seminars workshops and company visits on “Moments of Truth” with Commerce, Industry and Information Technology Bureau. ...
Guide to Customer Service Excellence (12) – Challenges to Achieving Service Excellence 2007-01-26 The Hong Kong Association of Customer Service Excellence in partnership with Poon Kam Kai Institute of Management conducted a research to identify the major challenges to achieving service excellence. The research aims to help companies to develop effective service strategies by benchm...
Guide to Customer Service Excellence (11) - Professionalism in Customer Service 2006-01-20 Customer-focused organizations, customer service practitioners and the Government of Hong Kong Special Administrative Region (HKSAR) have been relentlessly driving service excellence in the past few decades. With ever-rising consumerism and customer expectations, coupled with keen competition in the...
Guide to Customer Service Excellence (10) - Professionalism in Customer Service (Research Report) 2006-01-05 In July 2005, the HKACE appointed the Strategic Information & Intelligence Division of the Hong Kong Productivity Council to carry out a research entitled " Professionalism in Customer Service". This research involved over 600 telephone interviews with service providers and general consumers, 23 in-...
Guide to Customer Service Excellence (9) - Cultivating Colleagues Dedication to Customer Loyalty 2005-01-25 In today's work environment which emphasizes people-based management, the need for managers to motivate staff has become a top management issue more than ever before. This is particularly true for a service organization as many studies have concluded that satisfied staff will more likely deliver out...
Guide to Customer Service Excellence (8) - Service Appreciation and Customer Loyalty 2005-01-04 In August 2004, the HKACE appointed the Strategic Information & Intelligence Division of the Hong Kong Productivity Council to carry out a research titled “Service Appreciation and Customer Loyalty”....
Guide to Customer Service Excellence (7) - Managing Change 2004-02-20 "We are living in a time of constant change. With fluctuating market demand and ever-changing customer needs, the pressures on organisation to change will only increase and managers need to continuously update and upgrade their know-how and abilities in order to ride on the changes. We hope this pub...
Guide to Customer Service Excellence (6) - Riding out Adversities 2004-03-24 In recent years, the Hong Kong economy has gone through a prolonged period of difficulties. However, many resilient conglomerates, small and medium sized enterprises have proactively implemented changes to successfully weather the economic storms or even turn adversities into opportunities. To reap ...
Guide to Customer Service Excellence (5) - EQ and Communication 2003-02-18 This article is written to help readers appreciate the importance of EQ in communication and service delivery. It incorporates real case examples and is filled with practical suggestions on managing one's own emotions....
Guide to Customer Service Excellence (4) - Development of People Competencies for Customer Service Excellence 2003-02-11 The Hong Kong Association for Customer Service Excellence (HKACE) was formed in February 2000 to promote customer service excellence in Hong Kong. To this end, we have initiated a series of publications on various subjects in the field of customer service....
A Practical Guide to Delivering Excellent Customer Service (3) 2001-02-12 The Hong Kong Association for Customer Service Excellence was formed in February 2000. In pursuance of the Association's objective to promote customer service excellence in Hong Kong, we have embarked on a series of research projects aimed at identifying best customer service practices in Hong Kong'...
Customer Satisfaction Index and Its Implications (2) 2002-01-15 The Hong Kong Association for Customer Service Excellence (HKACE) was formed in February 2000 to promote customer service excellence in Hong Kong. To this end, we have embarked on a series of research aiming at contributing to the body of knowledge in the filed of customer service and provide practi...
A Practical Guide to Satisfying Customers in Service Recovery (1) 2002-01-04 In October 2001, HKACE organised, in partnership with the Hong Kong Productivity Council, three training workshops for its members on "How to Satisfy Difficult Customers". The workshops provided useful experience-sharing among participants coming from different service industries. The conclusions of...
