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“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.”
Mr. Alkin Kwong, Vice Chairman &
Chief Executive,
Hong Yip Holdings Co., Ltd |
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 The Key to Achieve Customer
Relationship Excellence
Hong Yip Service Company Ltd.
Established as a subsidiary of Sun Hung Kai Properties Ltd, HONG
YIP Service Co. Ltd (Hong Yip) is
one of the largest facilities and property management companies in
Hong Kong.
In this knowledge email, we would like to share how Hong Yip
Service Company Ltd the winner of "Field Support Team 2007
(Property Management)" delivers excellent property management
service to customers.
Comprehensive Training
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Mr. Alkin KWONG,
Vice Chairman & Chief Executive of Hong Yip remarked that the
achievement of our company is attributed to our outstanding team
members with comprehensive training. Through multi-scope
training as well as professional courses offered by tertiary
institutions, we can maximize the team’s performance levels.
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Training includes
basic knowledge of property management, technical skills,
customer services, reception technique, complaint handling,
crisis management and emergency handling etc.
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As the pioneer, we appoint experienced and outstanding staff as
mentors to tailor-made working instructions and tuitions to new
team members with a view to achieving multi-skilled and high
standard customer service for which Hong Yip is renowned.
Premier Service
Highest Quality Standard
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Hong Yip’s mission
is “To Deliver Premier Service with Ultimate Courtesy, Managing
Every Property to the Highest Standard of Quality”.
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To keep on offering
high quality services, Hong Yip endeavors to deliver “Proactive,
Smile, Care, Greetings and Grooming” as the hallmark of our fine
services.
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To keep pace with the development of society, management
services must be innovative to cater for the ever-rising
expectations of clients.
One-stop Support Enhancing Market Value
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Hong Yip puts efforts on providing excellent one-stop support
services with its subsidiaries including cleaning, top-notch
security services, landscape planning, civil and mechanical &
electrical engineering, pumping, alarms and Smart card system,
environmental recycling services, building repair & maintenance,
project consultancy and property agency etc.
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Hong Yip also puts equal emphasis on the hardware maintenance of
buildings.
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Since 2001, Hong Yip started a two-stage quality assurance
scheme aiming at raising both the physical state of its
properties and the management service to a specified high
standard. Under this scheme, it aims at enhancing the quality of
buildings and their market value to the best benefit of the
owners.
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“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,
Hong Yip Holdings Co., Ltd |
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Customer Relationship Excellence Awards:
The most prestigious and well recognized
awards on Customer Relationship Excellence
internationally!
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Congratulations to the 2007 CRE Awards winners!
The CRE Awards presentations took place on 27
June 2008.
2007 Winner Photos and
Winner Statement |
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REGISTRATION
CRE Awards 2008
NOMINATION |
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The Application of CRE
Awards 2008 is now opened!
The CRE Awards 2008 Welcome Pack can be
downloaded from the following link:
CRE Awards 2008 Welcome Pack
Latest Application Deadline: 15th November 2008 (Corporate)
15th January 2009 (Individual)
The CRE Awards Supplement:
21 July 2008
The Standard 28 July 2008
SingTao Daily G1-G12
Certified
Customer Service Analyst and Auditor (CCSA) |
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Hong
Kong, January 8-9, 2009
This
two-day CCSA course will cover the basic and advanced topics
in the latest development of Contact Center in terms of
technology as well as management concept, where the students
are able to learn how to interpret data gathered at the
Customer Service Center and leverage on the findings. The
CCSA class will guide you through the jungle of metrics to
enable you to take pro-active action, enabling Customer
Service Managers & Professional to deliver the best possible
service to your customers. |
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Key Benefits |
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Covering advanced analytical techniques used in the
customer service centers, data interpretation and
how to take action based on this analysis
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Providing a real life case study of the benchmarking
of customer service centers in Hong Kong, Taiwan,
Singapore and Malaysia
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Sharing knowledge through Peer-to-Peer consulting
opportunities and exercises to gain more insights
and visions towards customer service excellence
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Improving the participants’ understanding of the
need to perform periodic audits and how to measure
success
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Providing techniques on data preparation and
presentation to management for extensive customer
service performance reporting
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Equipping the participants with a comprehensive
understanding of auditing techniques used in
customer service and contact centers and to ensure
CSQS are implemented and followed
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Achieving internationally endorsed and recognized
Certificate on Customer Service and Contact Center
management, brining higher prospect to career
development
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The Essential Topics |
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Best-in-Class CRM Benchmarking
• 360
Degree Benchmarking & Improving for World Class
Standards
•
Customer Satisfaction Measurement
•
Mystery Calls and Mystery Shopping
•
Process & Performance
•
Technology
Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency
Customer Service Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review
CSQS and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card
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Process Improvement and Problem Solving
• Creating and Mapping Customer Service Processes and
Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis
Customer Service Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume &
staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaviour Analysis
• Trend Analysis, Prediction and Prevention
World-Class Customer Service Framework
•
Strategic Value of Customer Service
• World
Class Foundations
• The
Need and Benefits of Standard
•
Customer Communication Strategy
Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management
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View
the brochure to learn more about CCSA
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Testimonials |
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"The
topics and the course materials are well organized. The most
valuable topics to me are the CSQS and Knowledge Management. The
instructor is knowledgeable to the training topics. He is able to
answer the questions effectively and can use good examples to
explain the concepts."
Eddy Lam, Manager
Customer Account Servicing (Corporate), Cascade Ltd
"The CCSA is a very good lesson. The most valuable topic to me is
Quality Assurance and the instructor is most effective in his skill
in leading the participants to give their opinion."
William Ip, Chief Property
Manager
Hang Yick Properties Management Limited
The most valuable topic to me is CSQS. The instructor can
effectively explain the concepts."
Esther Fong, Total Quality
Manager
Eaton Hotel
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"CCSA is a Well Structured, Comprehensive tool appropriate for
modern customer centric, service oriented organization"
Nishan Ayomal Gunasekera,
Assistant Manager -CS (Service Delivery Management)
Dialog Telekom Ltd
"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
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Learn more about
the Customer Service Quality Standard (CSQS) for
CRE Awards Model and Assessment Process through
the following Global Certifications: CCSA and
CCSM |
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Global Certification Mini-Schedule |
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TESTIMONIALS
REGISTRATION
GLOBAL CERTIFICATION
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Tel:(852)
2174 1428 |
Fax:(852)
2174 1438 |
Email: enquiry@apcsc.com |
Website: http://www.apcsc.com |
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(c) 2008 Asia
Pacific Customer Service Consortium Ltd. All
Rights Reserved
The information contained in this
email is copyright of APCSC and may not be
duplicated or distributed without the express
permission in writing from APCSC, unless the
layout, content and formatting remains unchanged
or modified. |
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