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Winners of the 2014 Customer Relationship Excellence Awards |
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Winner of the 2014 CRE Awards:
Customer Engagement Program of the Year 2014
(Property Management)
Best Clubhouse of the Year 2014 (Property
Management)
“It’s a distinct honor to receive the CRE Awards for
13 consecutive years and we are pleased to be
awarded ‘Customer Engagement Program of the Year
(Property Management)’ & ‘Best Clubhouse of the Year
(Property Management)’ by the APCSC. ‘Henderson Land
Group Property Management Department (Hang Yick and
Well Born)’ had achieved numerous CRE Awards in
Customer Services and other achievements over the
years. These achievements have fully manifested our
continuous commitment to strive for excellence in
premium property management services. It not only
served as a proof of customer’s recognition, but
also a great encouragement to motivate us to attain
even better performance. Henderson Land Group
Property Management Department has been upholding
its management philosophy – ‘Interactive Services
for Quality Management’ and steps forward to make
commitment to corporate social responsibility,
customer relationship and social leadership.”
Mr. Suen Kwok Lam, MH, JP, Executive Director
Henderson Land
Development Co. Ltd.
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Winner of the 2014 CRE Awards:
Corporate Social Responsibility
Leadership of the Year
2014 (Property Management)
Employee Engagement Program of the Year
2014 (Property Management)
Best Use of Knowledge Management of the
Year 2014 (Property Management)
People Development Program of the Year
2014 (Property Management)
“We
are truly honored to be conferred with four
CRE awards this year. These awards are a
resounding vindication of Hang Lung
Properties’ steadfast commitment to our
motto of We Do It Right. At Hang Lung, we
have made every effort to maintain our
commitment to the highest quality standards
in our services and products. Our colleagues
are an indispensable part of making all this
happen. To encourage our staff to Go the
Extra Mile, the Company recently established
the ‘Emerald Award’ with the objective of
commending colleagues who have demonstrated
an outstanding performance in service
provision and motivating them to scale new
heights of achievement. We will continue to
devote our utmost efforts to fulfilling our
profound commitment to surpass the
expectations of our customers.”
Mr. Philip N.L. Chen, Managing Director
Hang Lung Properties Limited |
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Winner of the 2014 CRE Awards:
Public Service of the Year 2014 (Public Utility)
Customer Service Manager of the Year 2014
(Public Utilities – Contact Center)
Customer Service Professional of the Year 2014
(Public
Utilities – Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
“HK
Electric is committed to delivering a safe,
reliable, affordable and environmentally-friendly
electricity supply and excellent customer services.
We are honored to be selected as ‘Public Service of
the Year (Public Utility)’ for seven consecutive
years in the APCSC CRE Awards, on top of six other
individual awards. The awards recognise our efforts
in the pursuit of excellence in our customer
services, while motivating us to make continuous
improvements and introduce new service initiatives.
We sincerely hope the quality of our service will
bring more smiles to our satisfied customers.”
Mr. Yuen Sui-see, Director of Operations
The Hongkong Electric Co., Ltd |
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Winner of the 2014 CRE Awards:
Best Customer Experience Management of
the Year 2014 (Logistics)
Contact Center of the Year 2014
(Logistics – Under 150 Seats)
People Development Program of the Year
2014 China
CRM Manager of the Year
2014 (Logistics)
Customer Service Manager of the Year
2014 China (Contact Center)
Customer Service Team Leader of the Year
2014 (Logistics – Contact Center)
Customer Service Team Leader of the Year
2014 China (Contact Center)
Customer Service Professional of the
Year 2014
China (Contact
Center)
Merit - Customer Service Professional of
the Year 2014 (Service Center)
 We
are delighted to continue our momentum of
winning recognition from APCSC for six
consecutive years. This year, we are
especially pleased to be honored with a
remarkable nine CRE Awards. This is a result
of our service philosophy, ‘Insanely
Customer Centric Culture (ICCC)’ executed
‘AS ONE’ across all employees of DHL Express
Taiwan. Our focus on developing people
through comprehensive talent development
programs, increase employee empowerment and
retaining talent has achieved our goal of
creating Motivated People to deliver Great
Customer Service to our Loyal Customers.”
Mr.
CHEE Yaw Chek, Managing Director
DHL Express Taiwan
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Winner of the 2014 CRE Awards:
Employee Engagement Program of the Year 2014
(Banking)
Best
Use of Technology of the Year
2014
(Banking)
Best
Use of Knowledge Management of the Year
2014 (Banking)
People Development Program of the Year 2014
(Banking)
Customer Service Manager of the Year 2014
(Banking Service – Contact Center)
Customer Service Team Leader of the Year
2014 (Banking Service – Contact Center)
Customer Service Professional of the Year 2014
(Banking
Service – Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
 “What is exciting for our team is we all know how
much more we can improve. The results are showing
however. We have delivered a very exciting set of
digital capabilities for our customers. The pipeline
of further service improvements and technology
innovations has us energised. It's enriching to work
for a bank that invests in helping customers, not
just revenue generation. Our ultimate aim is to make
banking joyful.”
Mr. David Lynch, Managing Director and Head of
Technology & Operations, Hong Kong & Mainland China
DBS
Bank
(Hong Kong) Limited |
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Winner
of the
2014 CRE
Awards:
Customer Experience Center of the Year 2014
(Entertainment)
 “We
are honoured to receive the corporate award
for 2014 - Customer Experience Center of the
Year - for the second consecutive year.
Winning the CRE Awards is a strong
testament to our commitment to providing an
innovative and outstanding customer journey
for our customers. The winning branch, the
Tin Shui Wai Off-course Betting Branch,
incorporates various innovative elements,
including one-stop digital devices and
information display, interactive
experiences, advanced audio-visual systems
for live sports broadcasts, a cozy
environment, and tailored services to meet
the expectations of different customer
groups. I would like to take this
opportunity to thank APCSC for its support
and recognition. We shall take this as
encouragement to work even harder towards
achieving total customer satisfaction.”
Mr. Gilbert
Cheng, Head of Retail
The Hong
Kong Jockey Club
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Winner of the 2014 CRE Awards:
Best Use of Technology of the Year
2014
Employee Engagement Program of the Year 2014
(Insurance)
Best Social Media Program of the Year 2014
(Insurance)
 “Everyone
at AIA Bhd. is honoured and excited to have won the
Best Use of Technology Award, Employee Engagement
Program of the Year (Insurance) and Best Social
Media Program of the Year 2014. These awards have
validated the hard work and effort we’ve put in to
improve the way we engage with our customers and our
people since the integration of AIA’s businesses in
Malaysia. We would like to thank Asia Pacific
Customer Service Consortium (APCSC) for recognising
and rewarding our efforts to transform the industry
through the various initiatives we have put in
place, and this achievement has reinforced our
desire to continue to provide more meaningful,
value-added services to our customers. We have
benefited from the knowledge sharing facilitated by
APCSC, which has provided us insights that will
inspire future innovation.”
Ms. Anusha Thavarajah, Regional Business Development
Director
AIA Bhd.
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Winner of the 2014 CRE Awards:
Contact Center of the Year 2014
(Logistics – Under 1000 Seats)
Customer Satisfaction Quality System of
the Year 2014 (Logistics – North Asia)
Innovative Technology of the Year
2014
(Logistics)
Customer Service Manager of the Year
2014 (Logistics – Contact Center)
Customer Service Team Leader of the Year
2014 (Logistics – Service Center)
Customer Service Professional of the
Year 2014
(Logistics
–
Service
Center)
Merit - Customer Service Team Leader of
the Year 2014 (Contact Center)
Merit - Customer Service Professional of
the Year 2014 (Contact Center)
Merit - Customer Service Professional of
the Year 2014 (Service Center)
 “We
would like to thank APCSC for their
recognition of DHL-Sinotrans for the sixth
consecutive year and also for 2015 with the
‘Best Customer Contact Center’, ‘Best
Customer Satisfaction Quality Management
System’ and the ‘Best Creative Technology’
awards. It further validates our ‘Service
Leadership’ strategy and is a clear
acknowledgement of each and every employee
who are the best ambassadors of DHL’s unique
‘Insanely Customer Centric Culture’. I am
also very excited to see that the relentless
efforts we made last year in building up
integrated communication channels with our
customers, including our newly established
Voice Interactive System to help customers
easily complete self-service transactions,
has paid off. In the future, we will
continue to raise the bar and strive to
exceed our commitment to customers with
forward-looking vision and technology
innovation.”
Mr. Wu Dong Ming, Executive Vice President
of DHL Express Asia Pacific, and Managing
Director
DHL-Sinotrans International Air Courier Ltd.
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Winner of the 2014 CRE Awards:
Customer Experience Center of the Year
2014 (Insurance)
Customer Relationship Marketing Service
of the Year 2014 (Insurance)
Customer Satisfaction Quality System of
the Year 2014 (Insurance)
Customer Service Manager of the Year
2014 (Insurance – Technical Center)
Customer Service Team Leader of the Year
2014 (Insurance – Service Center)
Customer Service Team Leader of the
Year 2014 (Insurance –Technical Center)
Customer Service Professional of the
Year 2014
(Insurance
–
Service
Center)
Customer Service Professional of the
Year 2014
(Insurance
– Technical Center)
Merit - Customer Service Manager of the
Year 2014 (Service Center)
Merit - Customer Service Team Leader of
the Year 2014 (Service Center)
Merit - Customer Service Professional of
the Year 2014 (Service Center)
 “We
are honored to receive the 3 awards, namely
Customer Relationship Marketing Service of
the Year (Insurance), Customer Experience
Center of the Year (Insurance) and Customer
Satisfaction Quality System of the Year
(Insurance). We are now embarking on a new
stage in the growth of AXA, built around
customer-centricity and putting the customer
at the heart of everything we do as a
business. We see this as fundamental to
earning the trust of our customers, and we
will succeed by: - Understanding their needs
- Offering easy and clear solutions - Being
easy to deal with and We aspire to deliver a
quality, consistent and straightforward
customer experience for all customers at
moments of truth that matter most. The first
step in this direction for operations is to
“fix the basics” – i.e. to make it easy for
customers to resolve their issues and meet
their expectations. The key is to making
service easier by reducing the amount of
work required of customers to get their
issues resolved.”
Mr. Steven Kwok, Chief Life and Health
Operations Officer, Life and Health
Operations
AXA China Region Insurance Company Limited
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Winner of the 2014 CRE Awards:
Employee Engagement Program of the Year
2014
(Logistics)
Contact Center of the Year 2014
(Logistics – Under 100 Seats)
Customer Satisfaction Quality System of
the Year 2014 (Logistics – South Asia)
 “At
DHL, we promote an ‘insanely’ customer
centric culture where the customer is at the
forefront of every activity, and everyone is
responsible for service. The customer
service function, with their expertise in
this area, plays a key role in focusing the
organization on our customers. Winning these
three prestigious awards reaffirms our
team’s commitment to providing an excellent
customer experience and the importance we
place on our employees as the core to our
success. We will continue to use insights
from customer surveys to keep our ‘insanely’
customer centric culture alive and meet
customers’ growing expectations in this
competitive global marketplace.”
Mr.
Herbert Vongpusanachai, Senior Vice
President & Managing Director
DHL
Express Singapore |
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Winner of the 2014 CRE Awards:
Customer Relationship Excellence - Outstanding
Achievement China
Corporate Social Responsibility Leadership of
the Year
2014 China
Corporate Employer of the Year 2014 China
Best
Use of Technology of the Year
2014
China
 “China
Post Insurance is honored to receive the Customer
Relationship Excellence – Outstanding Achievement
and three other awards at the 2014 Customer
Relationship Excellence Awards. China Post Insurance
is a state-owned national life insurance company
founded by China Post Group and its subsidiaries in
20 provinces (autonomous regions and
municipalities), starting its business on September
9. The business has been extended to 17 provinces,
serving 2.56 million customers, with the total
assets of 71.7 billion yuan, and ranking No. 8 in
the life insurance industry. China Post Insurance
has became one of the fastest growing life insurance
company over the past 10 years in the insurance
industry. Since established, China Post Insurance is
always willing to take social responsibilities by
committing itself to serving the grass-root
communities and serving the agriculture, countryside
and peasants. China Post Insurance has been actively
exploring the application of technology innovation
to provide customers with high quality service.
Winning these awards shows the public recognition of
the accomplishments, effort and dedication of China
Post Insurance. We will continue to devote our best
efforts to offer excellent service and to fulfill
our profound commitment to become a new efficient
commercial insurance company featuring modern
system, public service, standardized management, and
high recognition from the government, regulatory
departments and the public.”
Ms. Dang Xiurong,
General Manager
China Post Life
Insurance Company Limited
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Winner of the 2014 CRE Awards:
Global Support Services
of the Year 2014 (Logistics)
Contact Center of the Year 2014
(Logistics – Under 300 Seats)
 “APCSC’s
CRE Awards set a benchmark for the entire
Asia Pacific region in terms of customer
service provision. We are delighted to
receive the Contact Centre of the Year
(Logistics – Under 300 Seats) for the 5th
consecutive year and the Global Support
Services of the Year (Logistics) for the 4th
consecutive year. DHL is committed to
delivering reliable and quality services in
every customer touch point. We will continue
to promote Insanely Customer Centric
 Culture
(ICCC) internally to maintain our market
leading position as an International
Specialist.”
Mr. Ken Lee, Executive Vice President
Commercial, Asia Pacific and Managing
Director, Hong Kong and Macau
DHL Express
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Winner of the 2014 CRE Awards:
Customer Satisfaction Quality System of the Year
2014 (Investment)
Contact Center of the Year 2014 (Investment –
Under 50 Seats)
Customer Service Manager of the Year 2014
(Investment – Contact Center)
Merit - Customer Service Manager of the Year
2014 (Contact Center)
 “The
Contact Center of the Year and Customer
Satisfaction Quality System of the
Yearawards do not only reaffirm the service
quality of our customer center, but also
recognise our innovation and
customer-centric approach. Anticipating
clients’ needs is the key to world-class
customer experience. We conduct regular
customer surveys to understand our clients’
needs, and more importantly to implement
actions and drive business decisions to
enhance our customer experience. Fidelity
is committed to providing forward thinking
solutions to our customers.”
Mr. Michael Fong, Head of Customer Experience and
Customer Services, Asia
Fidelity Worldwide Investment
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Winner of the 2014 CRE Awards:
Contact Center of the Year 2014
(Logistics – Under 50 Seats)
Best Use of Knowledge Management of the
Year
2014 (Logistics)
CRM Director of the
Year 2014
Customer Service Professional of the
Year 2014
(Logistics
– Contact Center)
Merit - Customer Service Manager of the
Year 2014 (Contact Center)
Merit - Customer Service Team Leader of
the Year 2014 (Contact Center)
Merit - Customer Service Professional of
the Year 2014 (Contact Center)
 “We
are extremely honoured to receive awards in
four major 2015 Customer Relationship
Excellence Awards categories as well as four
individual category Merit certificates. This
achievement is an acknowledgement of the
organization’s strong focus on customer
service and recognizes the hard work and
commitment of DHL in driving business and
service excellence in South Africa and
around the world. The company is
consistently able to unlock human capital
potential, and marry these talents with
innovative industry solutions which
ultimately improve the level of customer
service. We truly value external recognition
and believe that it affirms our position as
International Specialists in the logistics
industry.”
Mr. Hennie Heymans, Managing Director
DHL Express South Africa
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Winner of the 2014 CRE Awards:
Global Support Services
of
the Year 2014 (Consumer Electronics)
Best Customer Experience Management of the Year
2014 (Consumer Electronics)
 “We
are honored to be recognized two very prestigious
CRE Awards as ‘Best Customer Experience Management
of the Year’ and ‘Global Support Services of the
Year’ from APCSC. It is the recognition to Haier
company philosophy as ‘Customer is always right’ and
‘Sincere forever’, it is also the recognition for
that China Intelligent Manufacturing companies are
going aboard to meet demands of global customers.
Haier setup perfect service network for localization
after more than ten years development in overseas
market, and providing customer service support at a
time. Customer service is the beginning of repeat
consumption, is also the customer satisfaction &
experience management facing to whole processes.
Differentiated service is the magic weapon leading
to victories for competition among enterprises in
the era of product homogeneity, We will provide
excellent customer service to consolidate the
leading position in Global white goods industry. In
the customer orientation, we will continuously
provide differentiated products & service to make
sure customer well-content.”
Mr. Li Pan, Vice President & Overseas Market GM
Haier Electrical Appliances Corp. LTD,
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Winner of the 2014 CRE Awards:
Contact Center of the Year 2014 (Insurance –
Under 500 Seats)
People Development Program of the Year 2014
(Insurance)
 “I am extremely delighted that AXA Life Japan
received two awards from the APCSC this year.
Firstly, AXA is proud of receiving ‘Contact Center
of the Year’ since this is proof of our relentless
efforts and achievements in offering a superior
customer experience, which is the heart of our
business. Secondly, as the insurance business is a
people business offering intangible products, I am
also pleased to receive ‘People Development Program
of the Year’. In the insurance business, we have to
particularly rely on our employees and develop them
further in order to provide customers with excellent
service and advice. As mentioned above, the call
center is critical areas that bond customers and the
company tightly together to fulfill our mission as
an insurer to protect our customers. AXA Life Japan
therefore will continuously seek for offering better
customer experience. Finally, I would like to
express AXA’s gratitude to the APCSC for its
continued contribution in promoting the concept of
customer centricity in order to build a responsible
and sustainable society.”
Mr. Herve Le Hen, Chief Operating Officer
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Winner of the 2014 CRE Awards:
Global Support Services
of
the Year 2014 (Telecommunications)
Customer Service Manager of the Year 2014
(Network Communications – Technical Center)
Customer Service Professional of the Year 2014
(Network Communications – Contact Center)
Merit - Customer Service Manager of the Year
2014 (Contact Center)
Merit - Customer Service Manager of the Year
2014 (Technical Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
 “China
Telecom is honored to receive two Corporate CRE
Awards, including ‘Global Support Service of the
Year (Telecommunications)’, ‘Integrated Support Team
of the Year (Telecommunications)’ and 10 individual
awards from APCSC this year. It’s both an absolute
delight and a distinct honor for CTG to receive the
CRE Awards for 4 consecutive years. The outstanding
achievement recognizes our dedicated effort in
customer service. It also encourages us to continue
our effort in offering the highest level of service
quality in the competitive market. We would like to
thank for all our Customer Service Staff for putting
in their outstanding effort. Also, we thank APCSC
for this great recognition 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.”
Mr. Li Qing, Vice
President of Marketing
China Telecom
Global Ltd
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Winner of the 2014 CRE Awards:
Corporate
Social Responsibility Leadership of the Year
2014 (Insurance)
Contact Center of the Year 2014 (Insurance –
Under 20 Seats)
Customer Service Professional of the Year 2014
(Insurance – Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Service Center)
 “Customer
centricity is of utmost importance to us at Manulife
Singapore. We are committed to putting our customers
at the heart of everything we do, from delivering
innovative solutions that meet their needs to giving
them an excellent experience in all their
interactions with us. We are honoured that our
efforts have once again been recognised by the CRE
Awards Committee in receiving the ‘Contact Centre of
the Year – Insurance (under 20 seats)’ Award for the
second consecutive year. While serving our customers
with pride, Manulife is also a firm believer in
giving back to society and we are delighted to be
awarded ‘Corporate Social Responsibility Leadership
of the Year – Insurance’ as well. As we celebrate 35
years of serving the people of Singapore this year,
this strong affirmation from APCSC will inspire us
to redouble our efforts and continue doing our best
for our customers and community.”
Mr. Naveed Irshad, President & CEO
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Winner of the 2014 CRE Awards:
Integrated Support Team of the Year 2014
(Telecommunications)
Customer Service Team Leader of the
Year 2014 (Network Communications –Technical
Center)
Customer Service Professional of the Year 2014
(Network
Communications – Technical Center)
Merit - Customer Service Team Leader of the Year
2014 (Technical Center)
Merit - Customer Service Professional of the
Year 2014 (Technical Center)
“China Telecom Shanghai Network
Operation and Maintenance Center (Global Customer
Service Center) is honored to receive the corporate
CRE Awards, ‘Integrated Support Team of the Year
(Telecommunications)’ and four individual awards
from APCSC in our first participation. As one of the
world’s leading integrated information service
provider, we always adhere to our motto - “Customer
First, Service Foremost”. To cope with the fierce
competition in telecommunication market and to
satisfy customer’s global communication needs, we
will continue to excel in our customer services in
order to fulfil and exceed our customers’
expectations & to win the loyalty from customers. 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. Going forward, GCSC will seek
continuous improvements in our service by applying
the innovative and proactive services so as to
improve the customer experiences.”
Mr. Shao Yang,
Director of Global Customer Service Center
China Telecom
Shanghai Network Operation and Maintenance
Center
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Winner of the 2014 CRE Awards:
Best Social Media Program of the Year
2014
“Clearly
everyone at Advanced Contact Center (ACC)
Thailand is thrilled to be awarded this
important accolade which recognizes the hard
work and dedication from our staff in
delivering the best in Social Media Program
of The Year. Working toward this award has
been a challenging but very rewarding
experience for ACC. We have learned a lot by
working with Asia Pacific Customer Service
Consortium and especially the CEO, Mr. Jason
Chu. We have shared so much useful
information and indispensable experiences
together. This has allowed us to identify
best practice and also helped us understand
what we need to do to further develop our
customer experience. At the center of this
award has been genuine friendship between
participants and organizers and a mutual
willingness to support and share customer
service excellence and best practice with
each other.”
Ms. Jaiporn Srisakul, Managing Director
Advanced Contact Center Co., Ltd.
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Winner of the 2014 CRE Awards:
Contact Center of the Year 2014
(IT
–
Above 1000 Seats)
Online Customer Service of the Year 2014 (IT)
 “Lenovo
Service has won the ‘Customer Relationship
Excellence Awards’ for two consecutive years. Here,
we would like to express our appreciation to our
customers and to Asia Pacific Customer Service
Consortium for this encouragement and affirmation of
the all time high quality services provided by
Lenovo Service. Last year, Lenovo launched two new
internet service products, Lenovo Service Review and
Youth Craftsmen, for the purpose of letting
customers to experience the internet style service
further. This year, we will continue to carry
forward our innovative spirit, deepen the internet
service and fulfill our mission, in order to achieve
an overall goal of providing our customers with a
more professional, and more convenient service
experience.”
Mr. Arthur Zhang, Consumer Service Delivery General
Manager
Lenovo Services
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Winner of the 2014 CRE Awards:
Customer Satisfaction Quality System of the Year
2014 (Telecommunications)
Best Use of Technology of the Year
2014
(Telecommunications)
 “Taiwan Star Telecom is honored to be
awarded as the “Best Use of Technology of
the Year” and “Customer Satisfaction Quality
System of the Year” from APCSC. These awards
are a true recognition of Taiwan Star’s
relentless effort to bring “Excellent and
Professional Service” to our customers
through innovative and intuitive system. As
a telecom operator, we believe mobile
technologies enrich people’s life anytime,
anywhere, and our mission is to contribute
in creating a better tomorrow than today. We
are constantly focusing on offering the
highest C/P value communication products and
services to the market, and we are committed
to provide the best customer experience with
fast and quality responses throughout each
engagement.”
Mr. Cliff Lai, President
Taiwan Star Telecom Co., Ltd.
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Winner of the 2014 CRE Awards:
Integrated Support Team of the Year 2014
(Airlines)
Customer Service Team Leader of the Year
2014 (Airlines – Service Center)
Merit - Customer Service Team Leader of the Year
2014 (Service Center)
 “2014
marks the third consecutive year for Hong Kong
Airlines to receive the Customer Relationship
Excellence Awards. We are very proud that our cabin
crew relations support team was awarded the
‘Integrated Support Team of the Year’, and one of
our frontline staff received the ‘Customer Service
Team Leader of the Year’ Award. Upholding the
people-oriented principle, Hong Kong Airlines is
committed to providing attentive and friendly
service to our customers, meanwhile attaching great
importance to team building for strengthening team
spirit and enhancing our service quality. The awards
are great encouragement and recognition for our
commitment to delivering quality service. Going
forward, we will continue to strive to provide
excellent service to our passengers.”
Mr. Stanley Kan, Director of Service Delivery
Hong Kong Airlines
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Winner of the 2014 CRE Awards:
Integrated Support Team of the Year 2014
(Network Communications)
Customer Service Team Leader of the Year
2014 (Network Communications – Contact Center)
 “We
are much honored that a member of our staff and our
team has won ‘Customer Service Team Leader of the
Year (Contact Center)’ and ‘Integrated Support Team
of the Year (Network Communications)’ this year in
the CRE Awards. As a leading ICT service provider,
CEC is renowned for high standard professional
service in the industry and always strives to offer
a comprehensive range of innovative solutions to
customers through advanced technologies,
internationally recognized processes and
well-established network infrastructure. Winning
the team award this year has further manifested our
mission of ‘Service Excellence’ is deeply instilled
into every staff. Moving forward, we will continue
to devote our best efforts in providing high quality
and extensive services to customers to exceed their
expectations, and to excel as a role model of
service excellence in ICT industry in China.”
Mr. Layton Lok, Chief Operating Officer
China Enterprise ICT Solutions Limited
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Winner of the 2014 CRE Awards:
Customer Service Center of the Year 2014
(Insurance)
 “Very honored to receive the prize for the
Asia Pacific Customer Service Consortium
awarded ‘Customer Service Center of the Year
(Insurance)’. Hereby, on behalf of the
staffs from AIA Shanghai Branch, we thank
you for the honor the organizing committee
gives us, and also take this opportunity to
thank our 80 million customers always trust
and support of our company. We have been
working to build "driven by service"
enterprise culture, promote the service
innovation, improve service ability, and
provide more convenient service to our
customers, agents and colleagues in order to
create the value they really need!”
Mr. Fang
Zhinan, General Manager
AIA Company
Limited Shanghai Branch |
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Winner of the 2014 CRE Awards:
Corporate
Employer of the Year 2014 (Entertainment)
 “We are honoured to be chosen as the Corporate
Employer of the Year, we believe that employees are
the key of our success at Ocean Park! Ocean Park is
a leading world-class theme park, which means
attracting, hiring and retaining high quality
employees are just as important as providing
excellent rides, shows and attractions to our
customers. Therefore, Ocean Park places great
emphasis to our Employee Value Proposition (EVP) for
attracting potential job seekers, as well as
engagement and retention initiatives for existing
staff members. We strongly believe, only by
cultivating a sense of belonging amongst our staff
and ensuring that they are genuinely engaged, with
sincerity and a happy heart, they are then able to
provide the best services to our guests.”
Mr. Tom Mehrmann,
Chief Executive
Ocean Park
Corporation
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Winner of the 2014 CRE Awards:
Contact Center of the Year 2014
(Outsourcing –
Above
1000 Seats)
 “We are delighted that Touchtech
International Co. Ltd. was awarded for the
‘International CRE Awards – Contact Center
of the Year (Outsourcing – Above 1000
Seats)’, which is a recognition of our
continuous effort in customer satisfaction
enhancement and being a pioneer in the
Telemarketing aspect. TouchTech has been
focusing in adding values to the marketing
service value chain between consumers and
corporations, which led us to become a
professional customer relationship
management service provider! With the world
class talents and advanced platform, we are
committed to providing customers with highly
efficient, flexible and cost-effective
services. Our professional team, consists
of various capabilities, help our customers
to response to the market rapidly and
achieve good business outcomes. The growth
of Touchtech is a result of all our
customers’ success! We are committed to do
every job with heart and are confident to
take any challenge.”
Mr. Sunny Law, General Manager
Touchtech International Company Ltd.
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Winner of the 2014 CRE Awards:
Customer Service Center of the Year 2014 China
 “We
are much honored to receive the “Customer
Relationship Excellence Awards" for the first time.
We are in one of the most traditional businesses of
landscape design, construction, and maintenance
services. From many years of business management
practices, we understand that creating customer
values is the essence of business survival;
innovating customer values is the starting point of
business management innovation; serving customers
well is our core business value, “delighting others
is to delight oneself”. With the support of Asia
Pacific Customer Service Consortium, we would like
to grow together with the big CRE family in pursuit
of customer service excellence, and become the
best-in-class Company that is trustworthy and
innovate relentlessly new products and services for
our customers.”
Mr. Mao Hongbo, Chairman
Jiangsu
Chengzhong Garden Co., Ltd
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Winner of the 2014 CRE Awards:
Customer Service Manager of the Year 2014
(Insurance – Service Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
 “On
behalf of Prudential, I offer my sincere congratulations to our customer
service executives Andy Lei Chi Fai, Sammy Chow Pui Kwan and Terry Sham
Chun Lung on winning these important awards. At Prudential, we place the
highest priority on sustaining a culture of service excellence. For more
than 50 years in Hong Kong, customers have entrusted their most valuable
financial, retirement and health matters to our company, and we aim to
respond to this trust with the highest levels of integrity, loyalty and
service. The work of Andy, Sammy and Terry in achieving these Customer
Relationship Excellence awards sets a great example to financial
services executives across Asia, and I thank them for their
perseverance, dedication and achievement. I would also like to thank the
Asia Pacific Customer Service Consortium for its tireless efforts in
raising the benchmarks of professional customer service in the region
and in allowing us this opportunity to demonstrate our leadership in
service excellence.”
Mr. Derek Yung, CEO
Prudential Hong Kong Limited
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Winner of the 2014 CRE Awards:
Customer Service Manager of the Year 2014
(Network Communications – Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Technical Center)
.jpg) “It’s
a distinct honor for CITIC Telecom CPC to receive the CRE Awards for
eight consecutive years. This year, we are very proud that two members
of our family have won the ‘Customer Service Manager of the Year
(Contact Center)’ and ‘Customer Service Professional of the Year
(Technical Center)’ awards. These awards recognize the accomplishments
and effort of our staff at all levels in pursuing of excellent customer
experience at every touch point. We are very pleased to have such a
dedicated team of service professionals in supporting the company’s
innovative products and services all the time. Moving forward, we will
keep on mobilizing every staff of the company to enhance the service
platform, to enrich the solution offerings as well as to deliver the
excellent and dedicated services in every aspect.”
Ms. Christine Zee, General Manager of Customer
Services & Support
CITIC Telecom CPC
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Winner of the 2014 CRE Awards:
Customer Service Team Leader of the Year
2014 (Retail Service – Contact Center)
Customer Service Professional of the Year 2014
(Retail Service – Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
 “As one of the leading companies of the bottled
water industry in Hong Kong, Watsons Water is
honored to be awarded the ‘Customer Service Team
Leader of the Year (Contact Center)’ and 2 awards of
the ‘Customer Service Professional of the Year
(Contact Center)’ in our first participation of the
CRE Awards organised by the APCSC, a benchmark for
quality customer service in the Asia Pacific region.
‘We Care’ has long been our customer care mission,
and we have been pursuing it by providing quality
products and excellent customer services over the
past 110 years since our establishment. The awards
are definitely a strong recognition of our service
and provide us with motivation to continuously
deliver excellent service in the coming future.”
Mr. Raymond Leung, Deputy General Manager of Carboy
Watsons Water
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Winner of the 2014 CRE Awards:
Customer Service Team Leader of the Year
2014 (Entertainment – Contact Center)
Customer Service Professional of the Year 2014
(Entertainment
– Contact Center)
Merit - Customer Service Team Leader of the Year
2014 (Contact Center)
Merit - Customer Service Professional of the
Year 2014 (Contact Center)
 “PCCW Media Group is honored to be awarded 4 prizes
(2 winners and 2 merits) under the Individual
Categories of ‘Customer Service Team Leader of the
Year’ and ‘Customer Service Professional of the Year
(Contact Center)’ by the Asia Pacific Customer
Service Consortium (APCSC) at the 2015 CRE Awards
(Entertainment). As Hong Kong’s leading pay TV
provider, we strive to provide the highest quality
entertainment experience to all our customers. These
awards are a testament of our team’s commitment to
this goal. I would like to take this opportunity to
congratulate our winners and thank them for their
exemplary service. Moving forward, PCCW is committed
to continually uplifting our professional service
standards and to deliver on our motto ‘To be the
Best’.”
Ms. Loke Kheng Tham, EVP (Pay TV)
PCCW Media Group
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Winner of the 2014 CRE Awards:
Customer Service Team Leader of the Year
2014
(Motor Service – Contact Center)
Customer Service Professional of the Year 2014
(Motor
Service – Contact Center)
 “Enterprises must provide good service persistently
to build loyal customer base and to achieve
continuous business growth. DCH Holdings Limited is
one of the largest vehicle distributors in Hong Kong
and its leading position is attributable to the
quality service culture within the enterprise. We
are honored that DCH Contact Centre has won the
‘Customer Relationship Excellence Award’ for their
outstanding performance in customer services. We
will keep our effort to promote the quality service
culture within DCH and to ensure that every customer
can enjoy the best customer service experience.”
Mr. Eddie Leung, General Manager, Corporate
Communications and Marketing Division
Dah Chong Hong Holdings Limited
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Winner of the 2014 CRE Awards:
Customer Service Team Leader of the Year
2014 (VIP Lounge – Service Center)
Customer Service Team Leader of the
Year
2014 (Airport Ground Service – Service Center)
Merit - Customer Service Team Leader of the Year
2014 (Service Center)
 “It is our great honor to receive Customer
Relationship Excellence Award 2014 while three of
our frontline staff received “Customer Service Team
Leader of the Year” Award. These awards are
undoubtedly an encouragement to our tireless efforts
in 2014, especially when HAGSL was newly established
in the same year. Our servicing team would
strengthen professional service standard for
reaching service approach of HAGSL – Energetic,
Flexible & Reliable, so as to enhance servicing
level in order to offer extra assistance with
sincere to passengers under various aspects and
circumstances.”
Ms. Mandy Chan, General Manager
Hong Kong Aviation Ground Services Limited (HAGSL)
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Winner of the 2014 CRE Awards:
Customer Service Team Leader of the Year
2014 (Tourism – Service Center)
 “I
am pleased that one of our staff members was
named Customer Service Team Leader of the
Year (Service Centre) in the 2014 Customer
Relationship Excellence Awards. In 2014, our
visitor centres served over 1.8 million
visitors, a 10% increase over the previous
year. Through our visitor centres, our
hotline and email, our service staff members
assist visitors from around the world and
play an important role in upholding Hong
Kong’s image as a hospitable city. I am
proud that they are self-motivated in
offering visitors thoughtful service. The
HKTB also provides them with on-the-job
training to enhance their skills. Meanwhile,
the HKTB is striving to widen our range of
services. Last year, for example, we started
the ‘Meet-the-Pals’ programme to help
visitors gain a deeper understanding of Hong
Kong culture. We will certainly continue to
enhance our services to ensure visitors take
home good memories of our city.”
Mr. Anthony Lau, Executive Director
The Hong Kong Tourism Board (HKTB)
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Winner of the 2014 CRE Awards:
CRM Manager of the Year
2014 (Network Communications)
 “Over the past few years, DYXnet has been investing
several million Hong Kong dollars in enhancing our
Customer Service Centre (CSC). The improvements in
facilities and our service standards made timely
response possible. By upholding the ultimate goal to
upgrade the service level of our Multiprotocol Label
Switching Virtual Private Network (MPLS VPN), our
team strived to optimize our customer handling
capability by taking care of our customers’ needs
and requests in detail. We are honored to have
Samuel Chan, our key member of the CSC team,
recognized as the winner of CRM Manager of the Year
2014 (Network Communications) by the APCSC. We
believe the CRE Award would be a great encouragement
and recognition to him and to the whole team. We
will keep on the motive in the future by continuing
our service with the highest standards so as to
create more value for our enterprise clients.”
Mr. Wallace Ng, Co-CEO of Network Business
DYXnet
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