Customer Relationship Excellence Awards

Chairman's Introduction

elcome to the 9th annual Asia Pacific Customer Relationship Excellence Awards (CRE Awards).

The Customer Relationship Excellent (CRE) Awards has recognized many industry leaders and professionals for their customer centric service innovation. The participants have come from more international cities and business sectors in both corporate and individual categories, all demonstrating their business successes, best practices and leadership on CRE.

In 2010, APCSC celebrated her 12th anniversary in promoting customer relationship excellence in the Asia Pacific region, APCSC is very proud to witness how CRE Awards winners continue to bring new service levels, quality standards and benchmarks to shape the future directions of business practices in making Asia Pacific a better place to live and do business!

The Customer Service Quality Standard (CSQS) is the fundamental model for CRE Awards judging criteria, the participants have learned greatly from the best practices and world class standards to better prepare for the CRE Awards assessment and benchmarking process. The CSQS is instrumental in improving customer oriented corporate governance and balanced scorecard managing stakeholders of the award participants and further recognizing the CRE Awards winners. It is highly recommended that all CRE Awards participating companies attend the Certified Analyst and Auditor (CCSA) global certification program and implement the CSQS to meet and exceed the CRE Awards assessment criteria.

Through the prestigious CRE Awards, Asia Pacific business leaders are able to share experiences and learn from one another amongst the World-Class CRE leaders and achieve the goal of market leadership and gain international recognitions.

On behalf of the Asia Pacific Customer Service Consortium, I wish you business success and Customer Relationship Excellence!

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Supporting Organization:

2009 Award Winners Group Photo

Ms. Ka Shi Lau, Chief Executive of Bank Consortium Trust Company Limited received the CEO of the Year from Mr. Jason Chu, Chairman of APCSC

2009 The CEO of the Year Winner Statement:

The recipient of this year’s CEO of the Year 2009, , said, “At BCT, we live by our motto of commitment, expertise and professionalism (Committed 專注．Expert 專才．Pro 專業) because it is our mission to protect, manage and safekeep members’ pension assets which we achieve through sound corporate governance, an effective compliance framework and robust internal controls, in addition to integrated risk management. In building a customer-centric, solution driven servicing culture, we care for and motivate our colleagues to share the vision and work towards a common goal: to be the Provider of Choice in the pension and trust industry. Our team strives for product innovation and service excellence in realising our vision. Extending our service scope beyond BCT to serve third agers, we launched BCT Third Age Academy in 2009 to promote lifelong learning and raise public awareness of retirement planning. Every step we take is an imprint for the future and we hope the standards BCT sets will bring about positive change for the community.”

Ms. Ka Shi Lau, Managing Director & CEO

Bank Consortium Trust Company Limited