| 2007 Winner Statements |
|
“We are very honoured to receive the APCSC CRE Awards. It gives a strong acknowledgement of our efforts in delivering excellent service quality and customer relationship that will continue to distinguish us in the regional market. With strong understanding of our customers' financial needs coupled with a strong dedication for quality service, we will be able to value add with personalized banking to them.”
Mr. Michael J. Barrett, Group Managing
Director “Winning two consecutive service awards is a great testimony of our pursuit for service excellence. RHB Bank Singapore has a proven track record in the area of service excellence and we have succeeded in providing a great banking experience through innovation, dedication, flexibility and above all, great customer experience. With RHB Bank, banking is made personal.” Mr Lim Hun Joo, Country
Head, “At SWIFT we work together to make sure that our products meet the requirements of individual customers, and are simple and easy to use. We adopt this same approach for our support services. These awards are also recognition of our core values – ‘Customers come first’, ‘Deliver excellence simply’ and ‘People make the difference’. It is an honour to receive four awards and very motivating for our team. We would also like to thank our customers for the open expression of appreciation of the support and service provided.” Mr. Kevin Lodge, Head
of Customer Service Asia “On behalf of everyone
of the CPCNet team, we are very pleased and honored to have won four CRE
awards presented by APCSC this year. This is a tremendous encouragement
as well as recognition for our team’s effort toward our Customer Focus
Strategy. Mr. Stephen Ho, Chief
Executive Officer “Henderson Land Group Property Management Department - Well Born Real Estate Management and Hang Yick Properties Management, is honoured to receive the ‘Innovative Technology of the Year (Property Management)’ from APCSC. Having received CRE Award in recognition for a five consecutive years since 2003, Well Born jointly participates in this year’s competition with Hang Yick and continues to demonstrate our strength in customer service. The award is a proof of our strong commitment in satisfying our customers by delivering sophisticated after-sales services. In future, we will continue to strive for even better services in the pursuit of excellence.” Mr. Suen Kwok Lam, MH,
Managing Director “Citybase Property Management Ltd (Citybase) is committed to providing quality management services. With the aim of providing a world-class living and business environment to our customers, Citybase offers excellent professional property management services. It is our honor to receive three CRE Awards for 2007. Thanks to our comprehensive scheme of ‘performance pledge’ and concept of ‘Customers without boundaries’, Concordia Plaza managed by Citybase has been awarded ‘High Speed Customer Service of the Year’ and ‘Consumer Relationship Marketing Service of the Year’. Moreover, with our continuous effort in providing comprehensive and innovative services at The Center, a Grade A commercial Building on the Hong Kong Island, experienced concierge staff are on hand in the lobbies to provide assistance to our customers and visitors. As a result, The Center has been awarded ‘Customer Service Center of the Year’. These achievements are certainly a proof of our strong commitment in providing quality management services. In the future, we will continue to strive for better service in the pursuit of excellence.” Mr. H.K Jim, General
Manager “It is our honour to receive 5 CRE Awards this year, namely Customer Service Team Leader of the Year (Contact Center), 2 merit awards for our customer service professional , High Speed Customer Service of the Year (Telecommunications) for the third consecutive year and Best Use of Knowledge Management of the Year (Telecommunications) for the first time. The outstanding achievement not only serves as a recognition of our dedicated effort in customer service, but also encourages our professional team’s continual pursuit in service excellence. Looking ahead, as a pioneering telecom service provider, we strive to effectively provide customer-focus, reliable communication solutions and managed services with the highest customer satisfactions.”” Dr. Norman Wai,
Managing Director “Guided by the core value of business integrity, sustainable growth and pursuit for excellence, China Pacific Life Insurance devotes to create the most value for customers, shareholders, employees and other parties interested by sustainable operation and business innovation contributing to society harmonization. We are not only focusing on business increase but also on customer satisfaction by providing excellent service. This is the second time China Pacific Life Insurance participated in the APCSC. We are honored to receive two awards for our two branch companies. It further proves our service quality and capability, and recognizes our persistent philosophy in customer-oriented business practice. We will follow this path and grow our company into a most trusted and respected professional life insurance company.”” Mr. Patrick Poon,
Chairman of Operation Committee “We believe that it is the customer who defines quality, not us. At any touch point, the quality of customer experience can affect the overall customer relationship and we treat our integrated support team and contact centre as strategic units to create excellent customer experience. We are very glad that our efforts on building a quality, professional team has been paid off and our journey to continuous improvement on service excellence will be ongoing to further strengthen customers’ mindshare.” Mr. Duncan Wong, Vice
President Customer and Systems Operations “We are deeply honored to be awarded with the Contact Center of the Year and Best Customer Experience Management of the Year on our first CRE Awards participation. This is the best recognition for our service culture ‘Deliver service beyond expectation and savor value upon creation’. Our bank is service-oriented and with our platinum-gold-classic three-tiered service strategy, we have built a professional team focusing on our customer satisfaction and customer experience through systematic service channel perfection and team culture building measures. We appreciate that the APCSC provides us such a wonderful platform of broad communication in the Asia-Pacific region. It’s a great inspiration for us to endeavor full effort for the establishment of a quality brand in the 24-hour distant banking service industry.” Mr. Lv Tiangui, General
Manager, Customer Contact Center “With commitment to our mission of ‘Improving Quality of Life’, we strongly believe that the provision of quality management services adds immeasurable value to our properties. We are thankful to the heartfelt support from our customers to our excellent and professional management services, which have also received numerous commendations from different sectors of the public over the years. As an equal opportunity employer, we uphold the principles of ‘Employing both the healthy and handicapped’ and ‘Using the right personnel’. We organize various training programs to our staff to enhance their professional knowledge, at the same time holding regular staff activities to foster team spirit. Through our comprehensive care to both our customers and staff, we are now truly delighted to have broken the boundary and risen to the Asia-Pacific region.” Mr. Dicto Leung,
Gerneral Manager “It is the honour of Hong Yip to be the winner again presented by the Asia Pacific Customer Service Consortium with this distinguished trophy titled ‘Field Support Team of the Year 2007’ and Grandeur Property Management Co. Ltd, a subsidiary of Hong Yip, to receive the ‘Customer Satisfaction Quality System of the Year (Property Management)’ from APCSC. Thanks to our all-round field support team and the dedication of team members, we have been awarded with this prize. This award has fully manifested our competitive edges over other contenders with respect to our customer satisfaction management system and exquisite customer services. The CRE award is a good proof of our determination to achieve our corporate mission ‘To deliver premier service with ultimate courtesy, and to manage every property to the highest standard of quality’ in customer service. Grandeur is established for providing prestigious 6-stars hotel service for our customer. We will continue to strive for best quality management service to our customers.” Mr. Alkin Kwong, Vice
Chairman & Chief Executive “It is with great honor to receive the ‘Best Customer Experience Management of the Year’ in our first participation in the CRE Awards. This honor has further proven that introducing Hotel Caring Services to THE LEGEND at Jardine's Lookout is the right direction. The same standard of Hotel Caring Services will now be introduced to all of our estates managed by Goodwell, which will allow more and more of our residents to enjoy their investment rewards by receiving highly prestigious services. ‘Caring Hotel Attitude’ is a unique culture. Not only is it well received by our residents, it also sets a new benchmark for the property management industry in Hong Kong. ” Mr. Jackson Wong,
General Manager “I’m very pleased to know that our company has been awarded by APCSC the ‘Contact Center of the Year’ and ‘Outsourcing Team of the Year’ awards, which is encouraging recognition for a company that participated in the activity for the first time. First of all, my sincere thanks go to APCSC, who build such a wonderful stage for us to show our strengths; all friends who vote for us and our partners who are all-time supportive for us; and my heartfelt thanks to all 5,000 employees who work together to where we are now. Delivering customer relation excellence is always our mission. We hope to enhance and promote our services and provide quality services to more overseas companies, and aim to grow into the biggest outsourcing service center in Asia and one of the best-known service centers in the world.” Miss Li Yan, COO of
International Elite Ltd “DHL is honored to receive the CRE Awards 2007 in the category of ‘Contact Center of the Year (Logistics)’. The award proves our achievements to the mission of Key Account Support of Customer Service Division – “To provide the sense of privileges to our key customers by offering them premium services. The award is very encouraging to the team as it recognizes our commitment to further enhance our service standard to help our key customers succeed. We will continue to strive for excellence in serving our customers in order to become their ‘FIRST CHOICE’ partner.” Ms Flora Lau, Director
of Customer Service |
| 2006 Winner Statements |
|
“The provision of efficient and caring service to our customers is assigned central focus within the business and strategic initiatives of Dialog Telekom. Alignment to CSQS has provided the company with a structured roadmap aimed at the achievement of service excellence, and has facilitated regular benchmarking of the company’s performance with respect to service delivery. Our success at the CRE Awards reaffirms the company’s relentless pursuit of learning and best in class application in the sphere of customer service, and more importantly evidences the commitment and dedication of our service team to the delivery of a delightful service experience to our customers.” Dr. Hans Wijayasuriya
, Director / Chief Executive Officer “California Red Ltd. has been striving to provide high quality food & beverages and entertainment services to customers in the Asia Pacific region, and to build and promote healthy karaoke entertainment culture. California Red shops include “Red Box”, “Green Box”, “K Station”, “YO Park” in Hong Kong, Malaysia, and the Philippines, and “Red Dot” in China. We are honored to receive awards in as many as eight categories of the Customer Relationship Excellence Awards 2006. The awards are significant for us. Recognizing the service value of the karaoke industry, the awards should belong to all our staff and customers who have been supportive of California Red. During this competition, we also learnt from the experience of other industries. Encouraged by the recognition of the community, we will continue to pursue innovation and excellence and provide customers with quality, integrated and healthy F&B and entertaining services.” Mr. Anthony Lock,
Managing Director “We are very happy that four branches of our company are awarded by Asia-Pacific Customer Service Consortium this year for their service excellence. These awards truly recognize that "customer-oriented" culture and practices. The awards give us further competitiveness to innovate our customer service systems. We try to continue to make a difference in our service standards and gain customers’ trust forever.” Mr. Patrick Poon,
Chairman of Operation Committee “It is with great pleasure to receive four awards in our first participation in APCSC’s CRE Awards, namely Call Centre of the Year (Commercial Market), Outsourcing Team of the Year (BPO) and two merit awards for our services professionals. The awards validates our customer-driven approach in understanding clients’ requirements and our commitment to cultivating a customer-oriented culture to offer quality business process outsourcing service and sophisticated call centre management to help enable clients’ businesses. We will continue to strive for continuous improvement to excel in customer relationship management.” Mr. Duncan Wong, Vice
President, Customer and Systems Operations “It is an honor for Chain Sea Information Integration Co., Ltd. to get these awards. We have to thank the Bureau of Employment and Vocational Training in Taiwan for their determination to serve the general public and the planning and guidance of the officials to allow Chain Sea outsourcing team to strengthen its foundations. In the future, Chain Sea will continue the spirit of "Innovation, Service, and Communication". By applying the technologies to our services and improve business performance through our services, Chain Sea will seek continuous improvements in our services.” Mr. David Huang, CEO “As a public listed company in HK Stock Exchange Market, Forte, guided by the operating philosophy of "For Better Living," has been dedicated to offering high-quality products in real estate market from a human-caring perspective. After many years of unremitting efforts, Forte has gradually formed their own competence in precisely product positioning, mature multi-project management capability, high capital turning-over efficiency and perfect CRM system. It is Forte’s great honor to be entitled to the award of Consumer Relationship Marketing Service of the Year and the award of the Best Customer Experience Management of the Year. Forte aims to keep improving customer satisfaction and loyalty with unflagging efforts and perseverance. Through the operation with APCSC (Asia Pacific Customer Service Consortium), Forte tries to establish a sound industry environment for the healthy development of CRM system in order to achieve constant upgrade of the whole customer service industry.” Ms. Zhang Yanhui,
Director of the Division of Customer Relations “It is our honor to receive CRE Awards 2006 in the category of “Best Use of Technology of the Year”. We are encouraged that our persistent effort in achieving world class supply reliability and service excellence, with the best use of technology, has earned recognition in the above award. With the very strong foundation and solid experience we have built up over the years in serving our customers, we are fully confident that we can continue to satisfy our customers’ needs in electricity supply services and reach new heights in all aspects of our operations.” Mr. Francis L.Y. Lee,
Director & General Manager (Engineering) “It's our honor to receive two CRE Awards for 2006. They are "Call Centre of the Year" and "Integrated Support Team of the Year". As one of the founding members of HKCSC, Sony demonstrates our long-term dedication to excellence, as well as our continuous effort and expertise in driving best-in-class results to earn the increased trust and confidence of our customers. It also affirms our commitment to provide speedy, quality service to customers, delivering an increased level of satisfaction to the service experience of Sony customers. Sony will continue to make every effort to challenge and seek to raise its standards even higher to meet and exceed customer expectation.” Mr. Stephen Wong,
Division Manager of Customer Service Division “With an aim to build a long term relationship with customers, Hong Kong Boardband Networks Ltd (HKBN) adopts "Account Servicing" concept in call centre operation for a mass market - residential customers. By adopting this concept, HKBN is able to enhance customer experience in every interaction and build a long term relationship with customers. The result can be reflected by higher spending per customer, low complaint rate, and higher customer satisfaction. The Account Servicing Team is named as SDU (Special Duty Unit), which implies team members are multi-skilled, have a tracked record of good performance, and are able to build a stronger relationship with customers at all contacts. Team members of SDU team come from Telesales team and Customer Service team. Through a series of intensive training on mindset, product, and skills training, the two teams are integrated successfully and achieve outstanding business results.” Mr. William Yeung,
Chief Operating Officer “New World Telecom (NWT) is honoured to have received three Customer Relationship Excellence (CRE) Awards this year. Our professional and experienced customer services team is well poised to meet the challenges from the ever changing, dynamic telecom industry. We deliver timely and efficient customer services that facilitate the business development of the Company. Meanwhile, we are also dedicated to bring customers unrivaled personalized services with greater flexibility and convenience. In pursuit of service excellence, our well-trained professionals regularly review and appropriately alter staff training, operation process and performance management with the aim of reaching the highest level of customer satisfaction.” Ms. Anita Tam, General
Manager, Customer Service “HP Outsourcing Services provides a broad range of services to meet our clients’ business needs - from standardized repeatable offerings, to a comprehensive portfolio of outsourcing services. Our diverse capabilities, global delivery infrastructure, multi-vendor expertise, proven ITIL processes and ITSM methodologies, and collaborative partnering approach, enable HP to reduce IT operating costs and better align our clients' IT with the strategy and goals of their business. To receive this prestigious award, Outsourcing Team of the Year (IT Services), from the reputable Asia Pacific Customer Service Consortium is both an honor and an encouragement. We will continue to deliver best customer experience and highest service standards to our customers.” Ms. Cally Chan, Country
Manager, Outsourcing Services “Henderson Land Group Property Management Department - Well Born Real Estate Management and Hang Yick Properties Management, is honoured to receive the “Customer Satisfaction Quality System of the Year (Property Management)” from APCSC. Having received the award 4 years in a row since 2003, Well Born jointly participates in this year’s competition with Hang Yick and continues to demonstrate our strength in customer service. The award is a proof of our strong commitment in satisfying our customers by delivering sophisticated after-sales services. In future, we will continue to strive for even better services in the pursuit of excellence.” Mr. Suen Kwok Lam, MH,
Managing Director “We are so honored to receive this eminent award. The award proves that our ZTE HANDSET CSC has achieved an excellent start and further proves our achievement in customer-focused strategy and our high standard management in customer service. We will continue to try our best in the coming years for the further success. Thanks for APCSC providing this great opportunity for us!” Ms. Tan Huifeng,
Director of ZTE HANDSET CSC “Our Customers and our employees are our most valued assets. We strive to deliver World Class Customer Service and direct our journey in search of excellence along a path of Continuous improvement. While aiming to delight our customers with the warmth of caring service, our teams are committed to unfailing compliance to quality standards, and best in class customer centric service delivery processes. Our investments in human resource development & performance management systems empower us to deliver sustainable performance across multiple service dimensions. Our team is indeed honored to be the 1st service organization in South East Asia to receive four CRE Awards including the Grand award for Outstanding Achievement in Customer Relationship Excellence. This achievement will encourage us to continue and improve our efforts in service delivery with single minded focus on the customer. We appreciate the support and guidance received from APCSC throughout our CSQS journey.” Ms. Sandra De Zoysa,
Head of Customer Service & Contact Management |
| 2005 Winner Statements |
|
“It is our honor to receive three CRE Awards for 2005, namely, Call Centre of the Year (below 50 seats), Integrated Support Team of the Year and Mission Critical Support Service of the Year. These Awards are very encouraging to us as they recognize our persistent efforts in achieving world-class supply reliability and delivering superior customer services. All along it has always been our goal to meet and exceed our customers’ expectations. Building on what we have achieved, we will continue to strive for even better services for our customers in the future.” Mr. Francis Lee,
Director & General Manager (Engineering) “Hong Kong Broadband Network Limited devotes to delivering an engaging customer experience by providing unparalleled customer service and superlative products. The awards we received from APCSC in the category of call center and customer service center demonstrate one of our achievements in the pursuit of excellence. It is also an honor to our staff who have contributed to the result.”
Mr. William Yeung, Chief Operating Officer “It is the honour of
Hong Yip to be the winner again presented by the Asia Pacific Customer
Service Consortium with this distinguished trophy titled ‘Customer
Satisfaction Quality System of the Year 2005’ after acquired “Corporate
Service Team” last year. Thanks to our all-round management system and
the dedication of our staff, we have been awarded with this prize. This
award has fully manifested our competitive edges over other contenders
with respect to our customer satisfaction management system and
exquisite customer services. In fact, according to the recent customer
surveys conducted by the City University of Hong Kong, about 98% of our
customers are either satisfied or extremely satisfied with our
professional management services.
Mr. Alkin Kwong, Vice Chairman & Chief Executive “We are very honoured to receive this award for our Satisfaction Management System designed as a continuous service improvement process to gauge tenants’ satisfaction levels and to identify areas for improvement. The system has proved to be a valuable means to capture important feedback on customer expectation. We are encouraged by the recognition and it is certainly an impetus for us to continue our efforts in striving for service excellence.”
Mr. Mingo Kwan, Asset Management Director “To be successful in today’s marketplace, Pacific Satellite excels at developing and deploying the latest technologies, while providing excellent services to the customers. Our Customer Service Team possesses the customer-oriented mindset and the positive attitude to work in the service industry, and the desire to continue cultivating this customer-oriented culture within the group. We are honored to receive the CRE Award, and thank you for all the staff in our Customer Service Department for putting in their best effort, and our customers for their continuous support towards Pacific Satellite.” Mr. Joseph Yeung,
Managing Director “Well Born is dedicated to providing sophisticated property management services to premium luxury apartments and mass residential-cum-retail projects developed by the Henderson Land Group. Being the first local property manager in Asia named the Corporate Service Team of the Year in CRE Awards 2003, we are honoured to receive CRE Awards for 3 consecutive years. It proves that the “Interactive Management Model” developed by Well Born empowers us to excel in customer service that is widely acclaimed by our customers.” Mr. Suen Kwok Lam, MH,
Managing Director ““We Care”, a unique and comprehensive culture change program, underlines our caring for staff, guests, the hotel and the community. With the dynamic changes at Eaton Hotel over the past 2 years, the “We Care” initiative ensures the hotel and its staff are all focused on the same goals. We are honored to receive the eminent awards “Corporate Service Team of the Year” and “People Development Program of the Year” from APCSC. This is certainly recognition of our achievements in elevating the quality, competence and standards of our associates and successfully repositioning Eaton as one of the best hotels in its class.” Mr. Bob van den Oord,
General Manager “This has been the fourth year that Dao Heng Insurance won the CRE Awards and we are honoured to receive “Consumer Relationship Marketing Service of the Year 2005”. Insurance industry has always been in keen competition, and through delivering excellent service, we develop long term relationship with our clients. This enables us to increase our market share. Participating in the CRE Awards offers us not just recognition but its judging criteria also provide an opportunity to benchmark our performance and arouse our awareness for ongoing improvement.” Ms. Macy Lim, Senior
Manager Personal Insurance “New World Telecom is honoured to have received four awards this year. We endeavour to deliver quality customer service for pre-sales and after-sales activities, with particular attention to provide focus on the customized services to our corporate customers. We also value the professional ride on the latest professional developments in technology, service delivery processes, human resources and performance management for the best advantages of our customers. We will continue to strive for world-class service to win even higher level of satisfaction from the customers in the future.”
Ms. Anita Tam, General Manager, Customer Service “We are honored to receive this award on the heels of Starwood Preferred Guest’s sixth anniversary. It has been proven that Starwood Preferred Guest is a world class loyalty program that offers members benefits that truly change the world of travel loyalty programs. We are also proud of our Customer Contact Center associates who play a key role in delivering excellent service to our members.”
Oliver Bonke, Vice President for Sales & Marketing “Hong Kong is a service-oriented economy. Good customer service is very important for Hong Kong's competitiveness. To foster excellent customer services, corporations must find ways to cultivate customer culture in their organizations, streamline the workflow and make the best use of modern technology. I am honored that Cascade has received the “Customer Relationship Excellence Outstanding Achievement Award 2004!” Chan Wing-Wa, Managing
Director “The CRE Awards participation offers us great opportunities to measure our call center’s performance and compare us against performance of other key market players. Through APCSC’s CRM Benchmarking and Customer Service Quality Standard Programs, we received lots of insightful ideas and practical guidance in setting up best-in-class call center framework. We have successfully transformed our call center into a profit center over a period of two years. Today, we have solid resource, process and performance management framework in place to ensure consistent high- level business performance. We are proud to be recognized as Call Center of the Year 2004 (Below 50 seats) for our outstanding performance.” Ms. Macy Lim, Senior
Manager Personal Insurance “We are honoured to receive these eminent awards. It further proves our achievement in customer-focused strategy and our high standards in customer service. As the global leader in supply chain management, Exel strives to provide the best services to our esteemed customers around the world.” Mr Victor Mok, Managing
Director, East Asia “PCCW is devoted to creating the industry's best customer experience through effective sales management. For the past several years, we kept a long-term vision in addition to achieving our sales result. Customers will naturally stay if they had a happy experience while using our service. Other people can then be gained through the word-of-mouth from our faithful customers. Like last year, our commitment to deliver high quality customer service has been affirmed with 5 Corporate Awards and 4 Individual Awards from the Customer Relationship Excellence Award held by the Asia Pacific Customer Service Consortium” Wallis Tam, Assistant
General Manager - Call Center Sales “It is such a great honour for our company to be granted four awards in the category of Hospitality by APCSC. All of our 800 staff are highly motivated and regard these as driving force for our better development in the coming years.” John Choi, Managing
Director “New World Mobility is honored to receive the ‘Merit Certificate for Customer Service Team Leader of the Year’ and ‘Merit Certificate for Customer Service Professional of the Year’ from APCSC, which is again proof of our strong commitment in satisfying our customers. As a dedicated service provider, we will continue to excel in our customer services in order to fulfill and exceed our customers’ expectations.” Dr. Norman Wai,
President & CEO “The awards prove that CSL puts strong focus on customer relations. We are proud to be honoured by the Asia Pacific Customer Service Consortium and to receive the grand award of the year. This shows that CSL not only provides high-quality mobile services but also supreme customer service in this highly competitive market environment.” Hubert Ng, CEO “The CRE award is recognition of Well Born’s continuous commitment to quality property management services. And surely, it is a motivation to all our colleagues in doing even better in future. All colleagues are excited to have this award in the second consecutive year. We feel delighted as well to have the chance given by APCSC to share with other excellent companies of the ideas and experience of customer relationship excellence. Thank you again for APCSC for not just granting this CRE Award to Well Born, but also broadening our customer relationship experience horizon.” Ellis Ip, Acting
General Manager, “Most companies are really starting to understand the strategic importance of the customer service function, which is now being recognised as a professional discipline in its own right. Through its training courses, certification, forums and awards the APCSC is helping to further evolve CRM in Asia. At SWIFT we have established a strong ISO9002 based quality management system and we have mandated that all of our technical support staff must attain the APCSC certified professional status. We are proud to have our service achievements recognised by receiving these awards!” Kevin Lodge, Head of
Customer Service Asia “Customer service is one of the three pillars of SmarTone’s business. SmarTone continues to receive industry wide recognition in Hong Kong for best customer service. We are highly honoured to receive the awards from the APCSC, elevating the recognition of our excellence in customer service to regional level beyond Hong Kong” Douglas Li, CEO “We are honoured to receive the greatest number of awards in 2002 CRE Awards, further recognizing our widely-acclaimed customer services from the industry and the customers. With a persistent pursuit of achieving service excellence by putting customers first, we will continue to be the best in the coming new era of mobile video communications” Paul Yu, Customer
Service Director, “Glad to have APCSC's dedication in promoting customer service excellence and elevating the service industry to be more blooming. It's also a win-win to make the enterprises more competitive and consumers more satisfied. Chinatrust is honored to be granted all the CRE Awards participated. It's a proof that our service has achieved World Class level. At the same time, it's also an appreciation for all people working in Chinatrust call center. Thanks for APCSC's effort again!!” Chinatrust Commercial Bank “On behalf of INVESCO and our Investor Service Centre, I would like to thank you and the Consortium for the award. In addition, I would also like to congratulate you on the success of the Shanghai conference. It was very well organized and some of the presentations brought valuable new ideas.” INVESCO Asia Ltd “Everyone knows that APCSC has made great contributions towards customer service industry and promoted the importance of CRM for many years in Asia-Pacific. We really feel honoured to be associated with the APCSC CRE Award and are committed to participate this year. Finally, we hope more companies and industry leaders can cooperate for this important learning and sharing activities together!” Taiwan Teleservices and Technologies Co., Ltd. “The Fuji Xerox Hong Kong is so pleased to receive this prestigious award - we pride ourselves on delivering quality services - 'Do it right at one call with Human touch' to all our external customers as well as providing integrated support to our internal customers. To receive recognition like this makes our hard work worthwhile.” Fuji Xerox Hong Kong |
| 2004 Winner Statements |
|
“We are honored to receive this award on the heels of Starwood Preferred Guest’s sixth anniversary. It has been proven that Starwood Preferred Guest is a world class loyalty program that offers members benefits that truly change the world of travel loyalty programs. We are also proud of our Customer Contact Center associates who play a key role in delivering excellent service to our members.”
Oliver Bonke, Vice President for Sales & Marketing |
|
'Hong Kong is a service-oriented economy. Good customer service is very important for Hong Kong's competitiveness. To foster excellent customer services, corporations must find ways to cultivate customer culture in their organizations, streamline the workflow and make the best use of modern technology. I am honored that Cascade has received the “Customer Relationship Excellence Outstanding Achievement Award 2004”!'
Chan Wing-Wa,
Managing Director |
|
“The CRE Awards participation offers us great opportunities to measure our call center’s performance and compare us against performance of other key market players. Through APCSC’s CRM Benchmarking and Customer Service Quality Standard Programs, we received lots of insightful ideas and practical guidance in setting up best-in-class call center framework. We have successfully transformed our call center into a profit center over a period of two years. Today, we have solid resource, process and performance management framework in place to ensure consistent high- level business performance. We are proud to be recognized as Call Center of the Year 2004 (Below 50 seats) for our outstanding performance.”
Ms. Macy Lim,
Senior Manager Personal Insurance |
|
“We are honoured to receive these eminent awards. It further proves our achievement in customer-focused strategy and our high standards in customer service. As the global leader in supply chain management, Exel strives to provide the best services to our esteemed customers around the world." Mr Victor Mok, Managing Director, East Asia Exel (Hong Kong) Limited |
|
"PCCW is devoted to creating the industry's best customer experience through effective sales management. For the past several years, we kept a long-term vision in addition to achieving our sales result. Customers will naturally stay if they had a happy experience while using our service. Other people can then be gained through the word-of-mouth from our faithful customers. Like last year, our commitment to deliver high quality customer service has been affirmed with 5 Corporate Awards and 4 Individual Awards from the Customer Relationship Excellence Award held by the Asia Pacific Customer Service Consortium"
Wallis Tam,
Assistant General Manager - Call Center Sales |
|
“It is such a great honour for our company to be granted four awards in the category of Hospitality by APCSC. All of our 800 staff are highly motivated and regard these as driving force for our better development in the coming years.”
John Choi, Managing
Director |
|
“New World Mobility is honored to receive the ‘Merit Certificate for Customer Service Team Leader of the Year’ and ‘Merit Certificate for Customer Service Professional of the Year’ from APCSC, which is again proof of our strong commitment in satisfying our customers. As a dedicated service provider, we will continue to excel in our customer services in order to fulfill and exceed our customers’ expectations.”
Dr. Norman Wai,
President & CEO |
|
"The awards prove that CSL puts strong focus on customer relations. We are proud to be honoured by the Asia Pacific Customer Service Consortium and to receive the grand award of the year. This shows that CSL not only provides high-quality mobile services but also supreme customer service in this highly competitive market environment.”
Hubert Ng, CEO |
|
“The CRE award is recognition of Well Born’s continuous commitment to quality property management services. And surely, it is a motivation to all our colleagues in doing even better in future. All colleagues are excited to have this award in the second consecutive year. We feel delighted as well to have the chance given by APCSC to share with other excellent companies of the ideas and experience of customer relationship excellence. Thank you again for APCSC for not just granting this CRE Award to Well Born, but also broadening our customer relationship experience horizon.” Ellis Ip, Acting General Manager, Well Born Real Estate Management Limited |
|
“Most companies are really starting to understand the strategic importance of the customer service function, which is now being recognised as a professional discipline in its own right. Through its training courses, certification, forums and awards the APCSC is helping to further evolve CRM in Asia. At SWIFT we have established a strong ISO9002 based quality management system and we have mandated that all of our technical support staff must attain the APCSC certified professional status. We are proud to have our service achievements recognised by receiving these awards!”
Kevin Lodge,
Head of Customer Service Asia |