20th International Customer Loyalty Award Forum:
Business Case Presentation
Hong Kong, China – 07- 08 July 2022 — The Asia Pacific Customer Service Consortium (APCSC) organized The 20th International Customer Loyalty Award Forum (The Forum) for international business communities, member companies with a two-day program consisted of the Business Case Presentations from the International Customer Relationship Excellence Awards (CRE Awards) participants, organized by APCSC and HKCSC. The presentations are part of the CRE Awards assessment process.
| 20th International Customer Loyalty Award Forum: Business Case Presentation | 20th International Customer Loyalty Award Forum: Business Case Presentation | |||
| Date: | 2022 July 07 | Date: | 2022 July 08 | |
| Time: | 9:00 – 16:30 | Time: | 9:00 – 15:00 | |
| Venue: | Zoom co-hosted by APCSC and HKCSC | Venue: | Zoom co-hosted by APCSC and HKCSC | |
| Day 1 | Day 2 | |||
| 08:30 | Registration | 08:30 | Registration | |
| 09:00 | Welcoming Speech – Mr. Jason Chu, Chairman of APCSC | 09:00 | Welcoming Speech – Mr. Jason Chu, Chairman of APCSC | |
| Chair Professor George Huang, Head of Industrial and Systems Engineering Department, HKU | Chair Professor George Huang, Head of Industrial and Systems Engineering Department, HKU | |||
| 09:15 | AXA Hong Kong and Macau | 09:15 | DHL Express (Singapore) Pte Ltd. | |
| Topic: | Engagement in a Hybrid Working Model | Topic: | Making a Great Company Better | |
| 09:55 | Teleperformance In China | 10:45 | Hang Lung Properties Limited | |
| Topic: | Sales effectiveness and social CX empowered by interaction analytics | Topic: | Be Customer Centric | |
| 10:35 | Henderson Land Group Property Management Department (Hang Yick & Well Born) | 11:25 | China Telecom CTExcel | |
| Topic: | Go Green Together, Voice for Continuous Improvement | Topic: | The cornerstone of great customer journey | |
| 11:25 | Henderson Land Group (Property Management Department) – H-Privilege Limited | 12:05 | The Hongkong Electric Co., Ltd. | |
| Topic: | Customer Service Experience During COVID-19 | Topic: | Working Together for a Better Future | |
| 12:05 | The Hong Kong Jockey Club – Retail & Telebet Services Department | 13:55 | Certis Hong Kong and Macau | |
| Topic: | Challenge the Status Quo | Topic: | Engage, empower and envision our people to achieve excellent service in the new normal | |
| 14:00 | DHL Express (Hong Kong) Limited | End of Day 2 | ||
| Topic: | Our Strategy 2025: Delivery Excellence in a Digital World | |||
| 15:10 | China Telecom Global Customer Service Center | |||
| Topic: | Cloudification and Digital Transformation, Customer Orientation | |||
| 15:50 | China Telecom Global Limited | |||
| Topic: | Listening to customers’ voice, Caring for customers’ need | |||
| End of Day1 | ||||
Hong Kong Customer Relationship Excellence Index (HKCREI) & Awards Recognition
Striving for continuous service enhancement for Hong Kong, Asia Pacific Customer Service Consortium (APCSC) and The Hong Kong University of Science and Technology (HKUST) together have launched the first Hong Kong Customer Relationship Excellence Index (HKCREI) through conducting customer satisfaction surveys on the quality, value, satisfaction, loyalty, NPS and critical factors on products and services, together with Big Data collected on internet and social media.
The HKCREI Research Consortium has published the inaugural HKCRE Index for 18 industries during the annual 19th International CRE & CSQS Leadership Summit on 2021 November 12. At the HKCREI Press Conference, news media, senior business leaders, and government officials shared the vital research findings for sustainable development for Hong Kong. The top and outstanding performing companies were announced at the HKCREI Awards Ceremony.
We greatly appreciate it if you can complete the online questionnaire by the APCSC & HKUST. Information provided will only be used anonymously for aggregated analysis purpose.
| Entertainment | Finance & Insurance | Land Transport | Retail | Food & Beverage | Info-Communications |
| Attractions | Bank | Bus | E-Commerce | Cafe and Fast Food Restaurant | Broadband |
| PayTV | Credit Card | Package Delivery | Shopping Mall | Food Delivery | Mobile Telecom |
| Insurance | Railway | Supermarket & Pharmacy | |||
| Stock Trading |
Should you have any queries regarding the Index survey or the HKCREI Awards, please feel free to contact the HKCREI Research & PR Team, APCSC via enquiry@apcsc.com or (852) 21741428 during office hour.
Messages from Government Organizations & other Associations
The 20th International Customer Relationship Excellence (CRE) Awards is open now for application and nomination as the most effective CRE Leadership platform to accelerate the CRE experience economy and reshape the future visions of Business Leaders and CEO’s.
As the most prestigious and internationally recognized Awards on Customer Relationship Excellence, the CRE Awards brings together strong public endorsement, CRE iconic brand, and attention from consumers, media, brand trackers and global investment analysts.
CRE Leaders are Game Changers! The CRE Goal is to effectively engage customers & employees, advocate innovative best practices in int’l cities across regions, recognize government bodies, firms, business units, teams, and professionals at all levels who contribute to the success of both customers and firms served.
Dr. Bernard Chan, Under Secretary for Commerce and Economic Development, HKSAR Government, was the Honorable Speaker and Awards Presenter at the 2021 CRE Awards Winner Presentation Luncheon Ceremony on 12 November in Hong Kong following the International CRE & CSQS Leadership Summit.
For Registration, please click HERE to download CRE Awards Application Form.
Please click to download the full version of news coverage of HKET.
Press Release
Click here to view Press Release.
Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.
CCSM TRAINING
Certificate in Customer Service Management (CCSM) (Course Code: 21C04911-5)
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Hong Kong (Zoom) (English) - 7 - 10 June 2022
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CCCM TRAINING
Certified Contact Center Manager (CCCM)
Schedule
Hong Kong (Zoom) (English) - 9 - 10 June 2022
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CCSA TRAINING
Certified Customer Service Analyst & Auditor - (CCSA)
Schedule
Hong Kong (Zoom) (English) - 7 - 8 June 2022
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REGISTRATIONCustomer Testimonials
"This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas."
Jenny Lee, Vice President
New York Life Insurance
"CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience."
Winnie Lee, Director-Administration & Projects
Quality HealthCare Medical Services Ltd.
The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class.
Joanna Chan, Assistant Customer Service Manager
AXA China Region Insurance Company
I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying.
Cheryl Fung, Associate Director
Quality HealthCare Medical Services Ltd.
Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction .
Sunny Pang, Supervisor (CESC)
The Hongkong Electric Co., Ltd.
What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team.
Daisy Tse, Senior Customer Service Officer
AXA China Region Insurance Company
In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding.
Katherine Mak, Customer Support Manager
Make The Right Call
It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing.
Christina Chow, Care Management Specialist
Celki VitalAire
The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard.
Amos Cheng, Customer Care Manager
Hutchison Telecommunications (HK) Ltd
Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example.
Daze Yiu, Senior Purser/ Assistant Manager , Cabin Crew Performance
Hong Kong Airlines
Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you.
Jimmy Chau, Customer Services Duty Manager
Hong Kong Aviation Ground Service
The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples.
Carrie Mo, Senior Purser/ Assistant Manager
Hong Kong Airlines
Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me.
AXA China Region Insurance Company Limited
Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard.
Hong Kong Tourism Board
The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers.
Gina Du, Customer Contact Center Supervisor
DHL Express (Taiwan) Corp.
The most valuable topic to me was managing people. It's a great experience during the course.
Gary Liu, Property Officer
Henderson Land
The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!
Candice Lo, Head of Distributor Enquiry
AXA China Region Insurance Company Limited
The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management.
Elaine Liu, Customer Care Supervisor
The Hong Kong Jockey Club
Tip of the Week
Customer Oriented
- To integrate innovation along with the objective of “growing with society”, and aimed to provide professional and superior property management services to our prestigious clients, at the same time enhance the living and environmental quality, infuse value-added services to all properties we are now servicing at.
Henderson Land Group Property Management Department (Hang Yick and Well Born)
Corporate Branding
- Through induction of “Carapps”, residents can flip the entertainment information nearby and browse updated notice and building information in mobile phone anytime, anywhere to enhance the customer engagement.
- Actively participation in social volunteer works and was highly recognized with reward from the Social Welfare Department: Champion of Highest Service Hour Award 2017 (Private Organizations – Category 1) and 1st Runner up of Highest Service Hour Award 2017 (Best Customer Participation) from Hong Kong Volunteer Award.
Henderson Land Group Property Management Department (Hang Yick and Well Born)
Knowledge Management
- Sourcing for most up-to-date technology in application of the building facilities aiming to achieve energy and cost saving.
- All round in-house training courses for staff covering amendment on government regulations, legal talks, tree nursery, techniques on formal Chinese letter writing, procedures in handling major renovation work and slope safety and maintenance.
- Trainings extended to field trips, site visit allowing staff to have the first hand impression and personal experience.
Henderson Land Group Property Management Department (Hang Yick and Well Born)
Customer Service Quality Standard
The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.
Henderson Land Group Property Management Department (Hang Yick and Well Born) Honored with CSQS Certification Distinction from APCSC
Hong Kong, China – June 21, 2019 — The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Proper ty Management Department (Hang Yick and Well Born) in recognition of their achievements and high level of compliance to CSQS in 2019. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.
Customer Service Quality Standard
Through the International CRE & CSQS Roundtables, APCSC invites market leaders to come together for best practices sharing on product and service innovation, CSR, CRM, customer experience management, knowledge management, Social media CRM with successful business cases and strategies, facilitate innovation in business operation, bring new opportunities for brand building and market development, create win-win-win to customers, staffs and employers.
Upcoming Roundtable Events
Hong Kong - 11 November 2022 (Friday)
Speaker & Panelists: Other Speakers and Panelists will be confirmed soon
Jason Chu
Chairman, APCSC, CRE Awards Panel of Judge
Professor Francis Law
Chairman
Hong Kong Mediation Centre
Ms. Selina Lau
Chief Executive
The Hong Kong Federation of Insurers
Theme: Innovation Leadership: CX Digital, FinTech, CRE Index, Big Data
Fee: By Invitation Only
Time: 8:30 - 12:00
Venue: Crowne Plaza Hong Kong Kowloon East, Hong Kong
People Development Award to organizations
The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.
Health Industry Leaders Awarded with People Site Certification from APCSC
Hong Kong, China, 21 June 2019 – Two leading companies have been awarded the People Site Certification (PSC) from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific, and global markets.
Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award
Quality HealthCare Medical Services Ltd receive the People Site Certification award
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