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Awards Categories |
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| For Corporate and Service
Providers |
DHL Express (Hong
Kong) Limited
Global Support Services of the Year 2017
(Logistics)
Best Customer Experience Management of the Year
2017 (Logistics)
Contact Center of the Year 2017
(Logistics –
Under 300 Seats)
Customer Satisfaction Quality System of the Year
2017 (Logistics – North Asia)
Customer Service Team Leader of the Year
2017 (Logistics – Contact Center)
Customer Service Professional of the Year 2017
(Logistics
– Contact Center)
Merit
- Customer Service Professional of the Year 2017
(Contact Center)
RHB Bank
Singapore
Employee Engagement Program of the Year 2017 (Banking)
2017 Customer Relationship Excellence Winner Statement:
“It
is a distinct honor to receive the Contact
Center of the Year award for the 8th
consecutive year, in addition to the other
seven corporate and individual awards. Being
Insanely Customer Centric is an integral
part of DHL’s culture and the coveted awards
reaffirm our earnest efforts in upholding
service excellence. We shall continue to
deliver best-in-class customer experiences
and strive to become our customers’ brand of
choice.”
Mr. Herbert
Vongpusanachai
Senior Vice
President & Managing Director
Hong Kong and
Macau of DHL Express
“At
RHB, upholding excellence in employee
engagement is essential as we believe that
our people are the most important assets. We
are honoured to be conferred the ‘Employee
Engagement Programme of the Year’ for our
internal customer excellence journey through
Workplace by Facebook. This achievement
reflects our efforts in creating a cohesive
work environment that engenders greater
productivity. It has been a whole new and
exciting experience for myself and
colleagues at RHB with Workplace since 2017
and will continue the momentum in years to
come. Lastly, we appreciate Asia Pacific
Customer Service Consortium (APCSC) for
recognising our best practises in using
Workplace by Facebook for employee
engagement.”
Mr. Mike Chan
Country Head / Chief
Executive Office
RHB Bank
Singapore |
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Customer Relationship Excellence – Outstanding Achievement
Organizations that have a world-class customer support infrastructure, continuous improvement of customer satisfaction and relationship excellence will be awarded the Outstanding Achievement Award. This is in recognition of their superior and unparalleled service to their customers and their contribution to the success of the organization.
Please kindly note that in order
to apply for the “CRE Outstanding Achievement” you will need to enroll in at
least 3 other corporate categories to ensure comprehensive assessment to
reflect the Outstanding Achievement.
Corporate Social
Responsibility Leadership of the Year
Organizations who have
demonstrated leadership in corporate social responsibility achievements will
be awarded with recognition on their commitment to actively engage and
consult with stakeholders for positive impact on the society through
innovation, transformation , and social contributions including but not
limited to the fulfillment of CSR through socially-minded products,
services, and supply chain; voluntary business and non business services;
integration of social responsibility activities and core businesses; well
implemented CSR strategies to ensure the sustainable long term growth and
development of both the business and the society.
Applicants need to apply for at least
1 additional CRE
Awards Corporate Category in order to apply for
the Corporate
Social Responsibility Leadership of the Year.
Corporate
Environmental Leadership of the Year
Organizations who have
demonstrated leadership in environmental management achievements will be
awarded with recognition on their commitment to support responsible
environmental practice， including but not limited to environmentally
sustainable practices company-wide, water conservation; paper, carbon and
waste reduction, energy efficiency, green management and employee awareness
training, development of environmentally friendly production techniques and
products, usage of environmentally friendly materials to ensure the
sustainable long term growth and development of both the business and
community.
Applicants need to apply for at least
1 additional CRE
Awards Corporate Category in order to apply for
the Corporate
Environmental Leadership of the Year.
Corporate Employer of the Year
Organizations who have demonstrated the
provision of a workplace with a positive
reputation among its staff as a great place to
work will be awarded with recognition on their
higher level of performance, greater workforce
stability, and the level of continuity that
assures preservation of the knowledge base,
customer loyalty, employee satisfaction and
profits. Recognized organizations should be able
to attract and retain top talents, and hence
enjoy a substantial advantage over their
competitors who suffer higher staff turnover.
Successful finalists will have the knowledge,
experience, resiliency, and power to respond
quickly to the marketplace, deliver what
customers want both more efficiently and
effectively, and win more business and maintain
high levels of customer service and loyalty.
Applicants need to apply for at least
1 additional CRE
Awards Corporate Category in order to apply for
the Corporate
Employer of the Year.
Best
Clubhouse of the Year
Management
companies that consistently provide excellent clubhouse services and
high quality facilities with excellent service environment for their
customers, club members, VIP guests in the estates, leisure,
entertainment, hotels and resorts, will be awarded recognition.
Recognized clubhouse teams should provide excellent and comprehensive
services including hospitality services through restaurant, banquet or
event services; leisure services through recreational and sports
facilities. The management of clubhouse staff quality, training,
facilities and services diversity, clubhouse design, landscape and
environment will be taken into consideration.
Best Corporate Brand of the Year
Companies who have demonstrated customer
relationship excellence in international or
local brand performance and developed
breakthrough marketing and sales strategies to
overachieve their business objectives. The Award
honors companies whose brands have performed
extraordinarily well in various fields and
dedicated to advancing international standards
for the products and services of the branding
community. The awardees also need to demonstrate
their emphasis of the significance of building
customer trust and exceptional service delivery
from their innovative, initiative and inventive
ideas with public recognition.
Best Customer Experience Management of the Year
Companies who are consistently providing
outstanding interactive and friendly customer
service at different stages of customer journey
through integrated face-to-face and different
touch points to create excellent customer
experience will be awarded recognition. In
addition, service encounter, service culture,
team spirit, product knowledge, and customer
service best practices will be taken into
consideration.
Best Internet+ of
the Year
Organizations who are using Internet+ strategy
for business model innovation, driving
innovative service experience, and advancing the
evolution of service economy, will be awarded
recognition on their contributions in improving
the productivity through Internet thinking,
carrying out excellent customer interaction,
contact, service support, delivery, sales and
marketing promotion, and enhancing customer
satisfaction, brand and product awareness as
well as customer loyalty through the extensive
network platform. In addition, response time,
intelligent services, knowledge management,
social media, mobile Internet usages will be
taken into consideration together with their
business and operation models, innovation,
experience ecosystem development.
Best Shopping Experience of the Year
Best Shopping Experience of the Year
Companies in the retail, shopping centers,
malls, tourism, chain stores, department stores,
and online to offline (O2O) eCommerce sites that
are delivering excellent customer experience,
and high quality services with excellent service
environment for their customers will be awarded
with recognition on their contributions and
outstanding achievement in providing excellent
and comprehensive services including loyalty
programs, marketing promotion, exhibition,
hospitality, leisure, entertainment services and
facilities. In addition, innovation, response
time, intelligent services, knowledge
management, social media, mobile Internet
usages, and experience design will be taken into
consideration together with the assessment of
the customer satisfaction and loyalty, brand and
product awareness as well as customer loyalty.
Best Social Media Program
of the Year
Organizations who are utilizing social media
as a strategic channel for excellent customer interaction, engagement,
service support, marketing and sales promotion will be awarded
recognition on their contributions in improving customer satisfaction, brand
or product awareness, and customer loyalty in the social media
community. In addition, response time, self-services, knowledge
management and use of social media application and smart phones will
also be taken into consideration in marketing impact, usability,
scalability, and viral nature of their social media program.
Best Use of Knowledge Management of the Year
Companies who apply and adopt effective and systematic knowledge management discipline, program, systems and process that add value to the Customer Service professionals in supporting the customers and create sustained Customer Relationship and affiliation with different segments of the customer base will be awarded recognition.
Best Use of Technology of the Year
Companies who have made the best use of technologies and information
systems as a core strategy of their commitment
to elevate the overall system efficiency,
resources management and Customer Experience and
Service quality will be awarded recognition. In
addition, connectivity, integration,
harmonization, and management of these
technologies will also be taken into
consideration.
Contact Center of the Year
Contact Centers that provide superior services through
telephone, fax, email, online chat, etc., and utilize innovative methods, metrics and
ideas to provide quality support to their customers with strong business
performance will be awarded recognition. Internal management of the
Contact Center, creative staff incentive programs and telemarketing strategies will also be taken into consideration.
Customer Service
Center of the Year
Customer Service Centers that provide superior
face-to-face services to their customers as well
as their service environment in which customers
are supported with high quality services will be
awarded recognition.
Customer Experience Center of the Year
Companies who have invested and operated
outstanding customer experience centers or
flagship stores with state of the art
facilities, customer oriented design, and
interactive technologies to show case their
innovative products and services branding,
together with professional consultants and
service ambassadors to help each customer
resolve problems, identify the best solutions
meeting their personal requirements, and
consistently achieve excellent customer
experience feedback, word of mouth, and customer
loyalty, will be awarded recognition. In
addition, service encounter, service culture,
team spirit, product knowledge, and customer
service best practices will be taken into
consideration.
Employee Engagement Program of the Year
Organizations who actively engage
and motivate their employees creatively through leadership effectiveness,
corporate and employee communications, learning and growth development, or
corporate social responsibility community programs to achieve high
performances in service delivery and quality, operational efficiency and
productivity, employee engagement survey and feedback, and customer
satisfaction and loyalty, will be awarded recognition. In addition,
motivated employees will often lead to better team work, lower absenteeism
and staff turnover rate, and build a strong customer centric culture and
supportive work environment.
Customer Engagement
Program of the Year
Organizations that have
embraced customer engagement, interaction and implemented service
campaigns, solutions and programs that won customers’ word of mouth
and receive suggestions, will be awarded recognition on their
efforts in developing creative, innovative and compelling new ways
to engage customers through different channels, i.e., in-store,
online to offline, mobile, traditional and social media, etc.,
taking the initiative to deliver improved experience achieving
business success.
Customer Relationship Marketing Service of the Year
Companies who offer effective relationship marketing programs,
sales and service execution teams
and execution teams that continue to offer sustained customer relationship and affiliation with different segments of the customer base
to achieve business goals and customer relationship excellence will be awarded recognition.
Corporate Service of the Year
Corporate Service deals with internal or
intra-office functional services offered across departments in the company
including but not limited to finance and accounting, human resources, legal
council, sales, marketing and communications. Large scale support teams
providing excellent service on a particular corporate service will be
awarded recognition on their efforts in building customer-centric value at
the forefront of their mission
Customer Loyalty Program of the Year
Companies who provide successful loyalty programs for their customers will be awarded the recognition for their design, value, incentives and beneficial content. In addition, overall management of the loyalty program will be evaluated together with logistical aspects of the program.
Customer Satisfaction Quality System of the Year
Companies who regularly monitor their customer feedback and use this feedback to implement corrective actions will be awarded recognition on their efforts in placing customer satisfaction as an important aspect of their service performance.
Field Support of the Year
Companies who are providing excellent field support services will be
awarded recognition on their efforts in providing operational,
maintenance, installation, repair, engineering and technical services on
the field that fulfill the requirements and enhance satisfactions of the
clients efficiently at the field.
Global Support Services of the Year
Global support organizations that are providing excellent global support to their customers will be awarded in recognition for their seamless global and regional coordination, support around the globe, multi-site systems and multi-language capabilities.
High Speed Customer Service of the Year
Companies who have high volumes and/or make outbound calls will be awarded recognition for their efficiency and ability to serve customers. Response times and first call resolution rates will be a primary consideration as part of the assessment process.
Innovative Technology of the Year
Service providers and vendors who
have engineered innovative technologies and solutions including but not
limited to FinTech, Digital, Cloud, CRM, Big Data, eCommerce, etc., which
have improved the delivery of convenient products and services with the
enhancement of customer experience and service, will be awarded recognition
for their efforts and contribution to Customer Relationship Excellence.
Integrated Support of the Year
Organizations who work together as an integrated team to deliver World-Class support to their customers will be awarded recognition. These include, but are not limited to, Help Desks, IT Support,
Key Accounts Management, Marketing, Customer Service Department, Internal Support Teams etc.
Mission Critical Support Service of the
Year
Companies that are providing mission critical support services that
require an extraordinary degree of reliability, sustainability and
availability will be awarded recognition including but not limited to
internet cyber security, utilities power supply, data centers, mission
critical systems, etc. In addition, the scope of the services provided, the
level of knowledge required, the response time to customer requests,
contingency measures and disaster recovery processes will all be key areas
of assessment. Companies will have to demonstrate their ability to handle
and solve the most complex problems, highlighting the importance of the
business impact to their customers.
Online
Customer Service of the Year
Companies who provide online services to
customers through the internet and online technologies as a
strategic channel and solution for excellent service and support
will be awarded recognition on their efforts in providing an
easy-to-use web services including but not limited to customer
service, ICT support, HR, sales, CRM related functions.
Outsourcing Service of the Year
Companies who are providing excellent outsourcing services will be awarded recognition on their efforts in supporting their clients' customers. Internal management, creative staff incentive programs, training, quality assurance and effective telemarketing also will be taken into consideration.
People Development Program of the Year
Companies who have implemented a comprehensive staff training and development program will be awarded the recognition on their efforts in elevating the quality, competence and standards of their Customer Service professionals. In addition, companies who provide retention and channels for career development programs will also be taken into consideration.
Public Service of the Year
Public services that improve efficiency, transparency, accountability,
responsiveness, and delivery of services; foster participation in policy
making decisions through innovative mechanisms from the public
organizations, education, government agencies at national or
sub-national level, and public-private partnerships.
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For Individuals |
CEO of the Year
The nominee must have demonstrated vision and leadership in building the organization with strong customer loyalty, superior brand and strong financial performance with customer centric culture. This includes ongoing strategies and continuous initiatives where the nominee's visions, business insights, leadership to communicate and inspire have guided his or her organization to a new level of growth, achievement and public recognition.
Entrepreneur CEO of the Year
The nominee must have demonstrated entrepreneurial vision and leadership in building the start up organization with strong customer loyalty, superior brand and strong performance with customer centric culture. This includes creative strategies and continuous initiatives where the nominee's visions, business insights, leadership to communicate and inspire have guided his or her organization to a successful organization with continued growth, achievement and public recognition.
CRM Director of the Year
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by making the best use of CRM strategies, development programs and use of technologies. This includes specific campaigns or initiatives where the nominee's leadership and visionary insight, commitment, skills and ability have guided his or her department to a new level of service quality and customer loyalty.
CRM Manager of the Year
The nominee must have demonstrated a
solid commitment to elevating and raising the service and quality standard,
and leading his or her team as well as motivating and providing guidance to
the team for achieving the CRM program objectives and business results. The
nominee must also implement and manage various CRM initiatives and programs,
i.e., Customer Experience Management, Customer Retention and Loyalty,
Relationship Marketing programs for increasing customer loyalty,
satisfaction, and revenue contribution in emphasizing the value of Customer
Relationship Excellence throughout the organization by leading his or her
team on the path to success.
Project Manager of the
Year
The nominee must have
demonstrated a solid commitment to elevate and raise the
standard of Customer Service throughout the organization by
developing and managing strategic projects, including but not
limited to IT systems, business integration, solution delivery,
quality and process streamlining.
The nominee must succeed in
managing project schedule and cost control, project scope, risk
and performance evaluation by using appropriate management
techniques and software tools. In addition, the nominee must
show proven project results in improving customer satisfaction,
business performance, productivity, and ROI for Customer
Relationship Excellence throughout the organization by leading
his or her team on the path to success.
Customer Service Manager of the Year
Ø Contact
Center
Ø Service Center
Ø Technical
Center
Ø Training
& Development (T&D) Center
The nominee must have demonstrated a solid commitment to elevating
and raising the standard of services provided to customers through
service delivery of the Customer Service Center, IT, Help Desk,
Onsite Site, Field Support, Contact Center, or Retail networks, etc.
This includes management skills in people, training, coaching, and
performance, communications that have been demonstrated to the
customers and his or her team/department as well as contribution in
emphasizing the value of Customer Relationship Excellence throughout
the organization by leading his or her team on the path to success.
Customer Service Analyst of the Year
Ø Contact
Center
Ø Service Center
Ø Technical
Center
Ø Training
& Development (T&D) Center
The nominee must have demonstrated a
solid commitment to elevating and raising the standard of Customer
Service throughout the organization by contributing in-depth analysis
and insights on customer behaviors, complaints, satisfaction, loyalty,
as well as operation, manpower planning, cost to serve, and
benchmarking, etc., in order to uplift the service quality, business
performance, productivity, and ROI of the business unit.
Customer Service Supervisor of the Year
Ø Contact
Center
Ø Service Center
Ø Technical
Center
Ø Training
& Development (T&D) Center
The nominee must have demonstrated a solid commitment to
elevating the standard of services with leadership and supervisory
skills to motivate his/her subordinates and team. The nominee should
also demonstrate high quality of organizational effectiveness and
coaching for subordinates to succeed and embrace collaboration.
He/She should provide a productive work environment for the staff
and guide the team on the path to success in Customer Relationship
Excellence.
Customer Service Team Leader of the Year (New)
Ø Contact
Center
Ø Service Center
Ø Technical
Center
Ø Training
& Development (T&D) Center
The nominee must have demonstrated
a solid commitment to elevating and raising the standard of Customer
Service throughout the organization by demonstrating leadership and
guiding his or her team on the path to success in Customer
Relationship Excellence. The nominee must also be well versed in
communication, best practices, demonstrating excellent skills in
middle management, and people coaching and training.
Customer Service Professional of the
Year
Ø Contact
Center
Ø Service Center
Ø Technical
Center
Ø Training
& Development (T&D) Center
The nominee must have
demonstrated a solid commitment to elevating and raising the
standard of Customer Service provided by the organization. In
addition, he or she must have demonstrated exceptional Customer
Service skills, knowledge, and a passion for ensuring customer
satisfaction is achieved or exceeded at each and every contact.
Additional notes on the sub-categories:
Ø Contact
Center sub-category
refers to operations and working
environment in the call centers or contact centers.
Ø Service
Center sub-category
refers to operations and working
environment in the face-to-face counter service centers, retail networks, or
shopping centers, etc.
Ø Technical
Center sub-category refers to
operations and working environment in the IT systems, helpdesk, field
support, or technical support services operations.
Ø Training
& Development (T&D) Center sub-category refers to operations and
working environment in the corporate training, coaching, career development,
or HR services operations, etc.
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