"The provision of efficient and caring service to our growing family of customers is assigned central focus within the business and strategic plans of Dialog Telekom. The CSQS certification programme provided the company with a structured roadmap to the achievement of service excellence and regular benchmarking of the company's journey towards world-class standards in customer service. The achievement of CSQS certification reaffirms the company's continued commitment to continuous improvement and learning in the sphere of service delivery, and more importantly evidences the commitment and dedication of our service team to the delivery of best in class service to our customers."

Dr. Hans Wijayasuriya

Chief Executive

Dialog Telekom

"As an organisation, we understand that if we want our customers to become advocates, customer service needs to be our number one priority and that it is the delivery of customer service excellence that creates an overall experience. In order to achieve this end, we strive to constantly internalise this focus and put measures into place that can actually demonstrate this commitment. Our dealings with customers are not treated on a transactional basis, but with the long-term value of our customer in mind. CSQS certification reflects the success of Dialog Telekom in creating a customer experience that is distinctive and valuable, one that goes beyond simple satisfaction, and takes service standards to a higher level.”

Ms. Sandra De Zoysa

Head of Customer Service & Contact Management
Dialog Telekom

“The CSQS has a significant advantage over other standards in the fact that it focuses on the core value of customer relationship excellence. The CSQS ties together years of research, benchmarking measurement, best practices and business case studies, enabling the CSQS to create customer life-time value and address bottom-line issues that affect the overall business performance of the organization.”

Dr. George Huang

Associate Professor, University of Hong Kong

Joint-project leader for the CSQS

 “The CSQS is a robust and solid platform, enabling organizations to enhance and improve their customer service processes. The standard has been in development for many years and we are pleased to introduce the CSQS to businesses here in Singapore. I am confident that businesses in Singapore can learn a great deal from the standard, since many market leaders in Hong Kong and Taiwan are already adopting it and leveraging on the benefits”

Dr. Roger Jiao, Assistant Professor

School of Mechanical & Production Engineering,

Nanyang Technological University (NTU)

“Through promoting and implementing the four areas of CSQS: management responsibility, resource management, process management, performance management, with plan-do-check-action cycle, the customer service industry could improve the overall service quality and performance. The CSQS could also help the outsourcing sector to achieve clienteles’ business outsourcing service level agreement, strengthen their competitiveness, and enhance their profitability!”

Mr. Deng-Song Chiou, President

Taiwan Teleservices and Technologies

“APCSC’s presentation on CSQS is unprecedented. Basing on the cross-fertilized ICSS from Australia, Hong Kong and USA, the CSQS set an excellent framework for the pursuit of service excellence. This is particularly important for a developing country like Thailand when the economic focus is shifting from manufacturing to service.”

Professor Sam Ho, Founder Chair

International Conference on ISO9000 and TQM

“CSQS can be a very useful tool for those organizations complementing TQM, especially on efforts towards customer focus. Even though ISO9001:2000 stresses on Focus on Customer, but CSQS provides more details on what to focus on customer.”

Dr. Mohd. Azman Idris, Senior Consultant

Standards & Quality Industry Services Department,

SIRIM Berhad of Malaysia

“We are honoured to receive the certification of Customer Service Quality Standard. It demonstrates Exel's strong commitment in providing world-class services to our customers. We will continue to strive for excellence in exceeding customers' expectation and enhance service standards in the logistics industry.”

Mr Victor Mok, Managing Director,

East Asia, Exel

“SUNDAY is extremely honoured to receive the CSQS Certificate. We have made a commitment to set the highest customer service standards in our industry, and it’s rewarding to be recognized for our efforts with such a prestigious certification. SUNDAY is embarking on an exciting journey to bring the world’s most advanced 3G services to Hong Kong. Our customer service must be excellent to ensure we consistently deliver a fun experience to our customers with this new technology. This certification is a testament to the dedication and innovation of not only our customer service team but all our staff across the company.”

Mr. Bruce Hicks, Group Managing Director,

 SUNDAY Communications Limited

"The contribution of the introduction of CSQS to telecom service provider is three fold. Firstly, this validates and recognizes the ongoing passion and effort in searching the excellent customer service standards within the daily call center operation. Secondly, it represents a pioneer effort to practically recognize the impact and usefulness of CSQS standard in supporting the call center auditing and continuous improvement. Finally, the implementation of various analysis methods enables telecom service provider to perform even better of the customer service management in the competitive environment in both Hong Kong and China."

Simon Lau, Unit Manager
Customer Service, New World Telecommunications Limited

"People say service is an art because it is hard to define and measure, not to mention how damaging it can be when service level fluctuates. But with APCSC and its best-illustrated examples, art is turned into science with CSQS and more importantly, with its advocacy of knowledge management. Knowledge management have continuous impact on business and the enterprise and it will certainly further propel knowledge-based leadership to new heights.
APCSC is also an international organization with strict educational standards and a big heart: it not only embraces all market leaders from various industries but also spares no effort in helping those that are striving to upgrade their service level from good to excellent, ultimately to turn their customer service center into a strategic business unit."

Marian Xiao, CRM Manager
AIA Guangzhou, China

"Once again, I would like to express our gratitude and appreciation of APCSC. The experiences and processes with CSQS helped us a lot to reinforce the good practices and give us a strong benckmark in customer services."

Edward Hui, Deputy General Manager
Exel (HK) Ltd

“Since the establishment in 1997, Well Born has adopted an interactive approach in providing customer-oriented quality property management service to our clients. We are honored to be the first awardee in the property management industry to receive the Customer Service Quality Standard (CSQS) certificate awarded by the Asia Pacific Customer Service Consortium. The accreditation once again proved that our service excels professional standards. In future, we will strive for continual improvement and deliver higher quality service to our clients.”

Mr. Sze Wing Luen, Wesley, Deputy General Manager

Well Born Real Estate Management Limited

“Pacific Satellite has always leaded the market in terms of developing and deploying new technologies in satellite communication, broadband technologies or digital TV set-top boxes. In the past, our service approach focus on technical problem solving and system proper function for our customers, and less aware of the total customer service requirements. We did not integrate the customer service function as an intrinsic part of our total business strategy.

We have benefited a lot after joining the CSQS Program,. Not only have we integrated the latest customer service concept and techniques, the CSQS consultants also have helped us to identify areas for improvement, such as internal and inter-departmental communications and performance tracking. We have further enhanced our CRM system with more integration with other operating systems. Our customer service team now achieves more results from regular review meetings with a positive thinking approach. I have seen increasing service incomes. More importantly, I see improvement in employee morale as well as the growth of our customer satisfactory level.”

Mr. Joseph Yeung, Managing Director

Pacific Satellite International Ltd.

"One of the core business values of CASCADE is to continuously pursue excellence in customer service. CASCADE's customer service operations is at world class standards, and we are always striving to be even better. With our high level of service quality, our customers don't have to worry about their IT and telecommunications infrastructure and

can focus on the betterment of their own business. CSQS is the most comprehensive certification focusing on customer service quality on a world class level. I am honored that CASCADE has received the 'Customer Service Quality Standard Top Achievement', which further reinforces our commitment in customer service excellence."

Mr. Chan Wing-Wa, Managing Director
CASCADE LIMITED

"Through the CCCA program, I have picked up the concept of world class call center standards and learnt how to streamline the business process in my call center. We applied the Best Practice by following the guidelines of CSQS. The implementation of these standards can definitely help us in building customer relations as well as future business development."

Daniel Lui, Customer Service Manager
SUNDAY

"Certified Call Center Supervisor (CCCS) and Certified Call Center Analyst and Auditor (CCCA) courses helped me define our call center requirements and assisted in our vendor selection process. I was able to articulate our expectations, define targets we hope to meet and map processes which are required when supervising and monitoring call center performance.
The auditing techniques which were presented in the course allow me to provide follow up to call activities and assist in planning our field needs as well as call center resources and requirements. We can be much more pro-active by analyzing the data being collected by our call centers, which will also assist us to improve customer satisfaction and service quality.
I found the courses to be highly effective and valuable. Course material was well prepared and organized. In addition, the facilitators overseeing the exercises and activities were excellent. I found the material to be very informative and it has provided a knowledge which I can apply in the future as well as today. I would highly recommend using HKCSC’s programs and courses. "

Cindy Foo
Motorola Asia Pacific Ltd.

"The CCCA program provides a detailed walk through of the Customer Service Quality Standard which gives me an opportunity to understand and plan ahead the quality improvement projects for our contact center. It definitely helps me to improve the service performance of our CS professionals."

Winnie Lai, Assistant Customer Service Manager
Exel (Hong Kong) Limited