“It’s a distinct honor to receive the CRE Awards for 11 consecutive years and we are pleased to be awarded ‘Corporate Environmental & Social Leadership of the Year’ & ‘Best Clubhouse of the Year’ by the APCSC. Henderson Land Group Property Management Department –Hang Yick Properties Management and Well Born Real Estate Management had been achieved numerous ‘CRE Awards’ in Customer Services and Corporate Health and Safety Achievement over the years. These achievements have fully manifested our continuous commitment to strive for excellence in premium property management services. It is 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 Group

“HK Electric is committed to providing our customers with world class electricity supply and excellent customer services. We are honored to receive the ‘Public Service of the Year (Public Utility)’ Award for five consecutive years in the APCSC CRE Awards. Besides, our frontline staff also won seven individual awards. These awards recognized our achievements in customer services and the devotion of our service personnel. We will continue to make every effort to further enhance our services in our continuous pursuit for service excellence.”

Mr. Yuen Sui-see, Director of Operations, HK Electric

“We are honored and privileged to receive the ‘Customer Relationship Excellence’ Awards. We would like to thank Asia Pacific Customer Service Consortium for granting us the highest honor which recognizes our continual efforts and improvement in customer services over the years. I should also take this opportunity to thank every single employee of Hang Lung Properties for their outstanding work and contributions to the achievement. Last but not least, we are grateful for our customer’s support and we will continue to provide premier services to all our customers with a mission ‘We Do It Right’.”

Mr. Philip N.L. Chen, Managing Director,

Hang Lung Properties Limited

“Astro is honored with the recognition by the International Customer Relationship Excellence (CRE) Committee and industry leaders. The Asia Pacific CRE Award 2012 for the following categories, Online Customer Service of the Year (Entertainment), Innovative Technology of the Year (Entertainment) and High Speed Customer Service of the Year (Entertainment) are testament to Astro’s unwavering commitment to serve our customers with our adoption of a Multi-Channel Customer Care strategy including mobile, web, on-air and social media. The awards mean so much to us because it is a reflection of our Go Beyond values. The team is honored to be recognized by our customers for our commitment towards delivering the very best in service. We would like to thank our customers for their constant support as we continue our best efforts as Malaysia’s leading integrated consumer media entertainment group.”

Ms. Swee Lin Liew, Chief Commercial Officer,

Astro Malaysia

“The Land Transport Authority is very honoured to be conferred the Customer Relationship Excellence Award – Public Service of the Year (Government) 2012 organised by the Asia Pacific Customer Service Consortium. As an organisation that is dedicated to creating people centric land transport system, this Award validates the commitment and efforts of our staff at all levels, in particular our officers who work relentlessly at the frontline to provide excellent service to our customers. This Award has given us great encouragement and we will remain committed in pursuing excellence in service leadership, partnership and innovation in our service delivery.”

Mr Chew Hock Yong, Chief Executive,

Land Transport Authority (Singapore)

“It gives us the privilege to receive the special honor of ‘Integrated Support Team of the Year’ of Customer Relationship Excellence Awards 2012 for ‘Personnel Information System Service Center’ of DGPA. This is truly the best support and recognition given to our service team. In the new era of service economy, each governmental agency needs to understand and think of the provision of better services in order to improve satisfaction towards policies and efficiency. Additionally, along with the advancement of information and communication technology, the promotion of comprehensive information automation of public institutions with information technology has been the objective that we have long been striving for. Under the continuous efforts of our team, we now finally present you the achievements. As the competency agency of governmental personnel system, the recognition by this award will support us to work harder to enhance quality of personnel information system and construct better comprehensive system services for expected professional functions and service efficiency of personnel administration.”

Mr. Bang-Jeng Chen, Director of Information Management Office,

Directorate-General of Personnel Administration, Executive Yuan

“We are extremely glad that our team members have again achieved excellent results this year. The nine honours include the grand corporate award for the ‘Contact Center of the Year’ and eight top individual awards for customer service managers, customer service team leaders and customer service professionals. Our Jockey Club team is committed to elevating its services continuously to meet increasing customer expectations and changing market conditions, whilst at the same time improving workforce wellness and workplace sustainability. I would like to take this opportunity to thank APCSC for providing such a professional platform for organisations like us to share best-in-class practices and developments.”

Mr Peter Ng, Head of Telebet Services,

The Hong Kong Jockey Club

“CSL is very honored to have our 1O1O Contact Centre receiving the Corporate Award of The Contact Centre of the Year (Telecommunication under 200 seats), as well as six members of our one2free Contact Centre receiving Individual Awards in the categories of CRM Manager, Customer Service Manager, Customer Service Team Leader and Customer Service Professional. These Awards are a valuable recognition of our commitment to lead the market for customer experience and advocacy. 1O1O and one2free have been offering world-class mobile services that meet the diverse and changing needs of customers in Hong Kong. Not only are we gaining success in winning customer advocacy, we also see such success being built on a service culture that encourages continuous improvement and personal growth among the team and our staff members. My special thanks goes to APCSC for providing this professional platform for experience exchange and benchmarking among service leaders across industries. CSL’s participation in the CRE Awards is a promise and a drive for us to continuously strive for superior experience for our customers.”

Ms. Leonie Valentine, Executive Vice President, Customer Service & Operations, CSL Limited

“It is an honour for us to be receiving three very prestigious awards –Contact Center of the Year (Under 100 seats), Best Use of Technology of the Year, Customer Satisfaction Quality System of the Year. To be accorded these marks of distinction by APCSC is an affirmation of the dedication exhibited by our team in providing a consistently high level of service to our customers. Customer service plays a crucial role in the marketing mix for any company and ensuring high quality customer service is a key ingredient in creating customer loyalty. As the trusted partner, we do what we do best, that is to listen and understand the needs of our customers, and help them create immediate traction in the international markets.”

Mr. Herbert Vongpusanachai, Managing Director, DHL Express Singapore

“At MetLife, customers are always at the centre of everything we do. Joining the CRE awards for the first time, MetLife is honored to get accredited with four distinguished awards. These accolades approve and confirm our customer centric vision and our continuous efforts to excel. We believe that every time when we see MetLife through our customer’s eyes, we gain a new perspective of the service we offer. As such, we have launched several customer programs to gauge their valuable feedback. Among them, Voice of the Customer program has long been implemented to effectively enhance customers’ experience through transforming their feedback into actions, thus becoming an integral part of our success story. Customer Centricity is an ongoing process. Looking ahead, we will continue our path of customer centricity, delivering quality service which delights and exceeds customers’ expectations.”

Ms. Connie Yeung, Chief Administration Officer, MetLife Limited

“I am delighted to know that Yunnan Branch of China Pacific Life Insurance Co., Ltd. won the Best Customer Experience Management of the Year in the 2012 Asia Pacific Customer Relationship Excellence (CRE) Awards. Hereby I would like to express my sincere gratitude to the Asia Pacific Customer Service Consortium for the recognition of our company’s efforts on customer service. My gratitude also extends to the community for great favour towards our company. The year 2012 marks an overall startup of CPIC Life’s strategic transformation towards “customer demand-oriented”. We have been making efforts to establish an entrepreneurial insurance ecosystem of mobile intelligence based on Big Data Service (BDS), so as to solidify and enhance our dominance in the field, expand brand effect, providing our customers with excellent, convenient and comfortable service experience. It is not only the recognition of the service quality of CPIC Life’s service team, but also that of our service culture to win the Best Customer Experience Management of the Year. We shall make more efforts and progress to establish an insurance company that is ‘by your side’!”

Mr. Xu Jinghui, Chairman, General Manager,

China Pacific Life Insurance Co., Ltd

“We are privileged that APCSC has again recognized the tireless achievements of our staff in this year’s CRE Awards, including Contact Center of the Year (under 300 seats), Global Support Services of the Year award for Logistics, and three individual awards. Customer service is the centerpiece of our business and for this we strive to create a positive experience for our customers every time we communicate with them. This recognition from APSCS further strengthens our dedication to simplify customers’ lives through our extensive global network covering over 220 countries and territories, and best in class customer service.”

Mr. Ken Lee, Head of Commercial, Asia Pacific and Managing Director,

Hong Kong and Macau, DHL Express

“Our company is honored to be the winner with three respectable categories namely ‘CRM Director of the Year’, ‘Best Use of Knowledge Management of the Year’, and ‘Best Social Media Program of the Year’ by the Asia Pacific Customer Service Consortium this year. This achievement has fully manifested our strong dedication to deliver service excellence to our customers throughout this year. In 2012, our company has conducted various customer engagement strategies and implemented effective operational improvements to continuously enhance our services. Every customer touch points that we have is fully equipped with high-skilled employees and sophisticated tools. These achievements will be a great encouragement to boost our motivation to be the best telecommunication company in Indonesia.”

Ms. Cut Noosy, Senior GM Service Partnership Management,

PT XL Axiata, Tbk. Indonesia

“Chunghwa Telecom is honored to be awarded ‘Contact Center of the Year 2012 (Telecommunications - Under 300 Seats)’, after acquiring the titles of ‘Customer Loyalty Program of the Year (Telecommunications)’ last year. Chunghwa Telecom values not only customers’ satisfaction, but also customers’ inner feelings. For three consecutive years, we received the recognition of ‘1st Place of Service Quality in the Telecommunications Industry’ from Global Views Magazine. And also in this year, 30 Magazine has named us favourite brand in its 2013 Young Generation Brand Survey, and Manager Today Magazine named us the top telecom brand in its inaugural Power Brands Survey. To return the precious trust and immense support given by our consumers, with strong focus on ‘Core business growth, professionalism, efficiency, and inspiration’ Chunghwa Telecom will continually enhance our ICT capabilities to provide customers with best-in-class inspiring services which are persistent, attentive, sincere and heartwarming. We deeply appreciate Asia Pacific Customer Service Consortium for creating such a wonderful platform for us to share and pursue excellence in customer relationship, and to become the role model of telecom customer service.”

Mr. Yi-Ching Chen, CEO of the Department of Customer Service,

Chunghwa Telecom Co., Ltd.

“It’s our great pleasure and honor to receive the CRE Awards 2012 for ‘Contact Center of the Year’ under 1000 seats for four years in a row and Best Customer Satisfaction Quality System in North Asia under the category of Logistics. The awards are the true recognition of our employees’ continuous dedication to deliver the first-class services and their commitment of always going extra miles for customers. As a logistic company of International Specialists, every one of us is devoted to serving our customers faster and greater to exceed their expectations. As the first international air express provider established in China 27 years ago, we never stop the journey to challenge ourselves and explore all possibilities that would improve our capabilities for better customer experiences. We are extremely proud that DHL-Sinotrans continues to lead the industry with the “award-winning” services.”

Mr. WU Dongming, Senior Vice President of DHL Express Asia Pacific and Managing Director,

DHL-Sinotrans International Air Courier Ltd.

“Providing great service and ensuring customer satisfaction is the essence of DHL’s customer relationship strategy. We deliver more than documents and parcels and that is why we strive to create a positive experience for our customers each and every time we communicate with them. At DHL, we are adopting smart technology and engaging a highly passionate workforce to constantly enhance positive customer experience. I’m delighted that our efforts have been recognized by the Asia Pacific Customer Service Consortium. This year, DHL has been crowned Contact Center of the Year (Logistics – Under 50 Seats), Best Use of Knowledge Management of the Year (Logistics) and claimed four individual awards. The achievements are the affirmation of our team's commitment to our customers and quality driven business operations.”

Mr. CHEE Yaw Chek, General Manager,

DHL Express Taiwan

“Clearly everyone at Advanced Contact Center (ACC) Thailand is thrilled to be awarded this important accolade which recognises the hard work and dedication from our staff in delivering the best in customer service excellence. 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 organisers 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.

“We are extremely honoured to be able to join the league of outstanding organizations with the Customer Service Centre of the Year (Banking Services – Bureau-de-Change) award this year. This is certainly a milestone for our Bureau-de-Change franchise which is now present at all Terminals of the Singapore Changi Airport, serving passengers from across different nationalities. This recognition has provided tremendous fulfillment and motivation to all our staff at Bureau De Change (BDC) and will inspire us to push new boundaries in our pursuit of business and service excellence.”

Mr. Jason Wong, Country Head, RHB Bank Berhad Singapore

“We are honored to be recognized by APCSC in this year’s CRE Awards as the Integrated Support Team of the Year and two individual awards including Customer Service Manager of the Year and Customer Service Team Leader of the Year. With continual promotion of corporate culture, innovations and improvements in services and the pursuit of excellent customer service system based on IBM values, we have been maintaining our leading position in IT industry. These awards recognize the accomplishments, effort and dedication of IBM staff at all levels, in particular our colleagues on the front-line, in providing excellent client experience. IBM will continue to lead the industry and endeavor to pursue service excellence with the mission to be essential to our clients and the best employer of choice.”

Mr. Alan Cao, Director, GPS Solutions and Delivery,

IBM Greater China Group

“We are privileged to receive the ‘Best Customer Experience Management of the Year (Commercial Building)’ of the Customer Relationship Excellence (CRE) Award and would like to extend our special appreciation to APCSC for the award presentation. For The Great Eagle Properties Management Company, Ltd., we believe that our strength is in our people, with each member of our team committing to provide the best possible service and care to our tenants. The commitments and efforts they made in serving our tenants, is what makes the Citibank Plaza property management team one of the CRE award recipients. Receiving the CRE Award is a great encouragement to our Company and would not have been possible without the support from our tenants, our Landlord (The Champion REIT) and The Great Eagle Group. This award has acted as a catalyst and will continue to be one of our major driving forces in providing the best customer experience at Citibank Plaza.”

Mr. Henry Leung, Director and General Manager,

The Great Eagle Properties Management Company, Ltd.

“It is our great honor to be awarded The 2012 CRE AWARDS – CEO of the Year (Insurance) and The 2012 CRE AWARDS – Customer Service Center of the Year (Insurance) presented by Asia Pacific Customer Service Consortium, which represents public recognition of our customer service quality. Congratulations to Ms. Carol Li, Assistant Vice President of Operations Department of AIA Guangdong Branch, and all the colleagues of our Customer Service Center. We appreciate that APCSC provided us a good platform to demonstrate our professional service for our customers. With a customer-centric service strategy, AIA Guangdong Branch has been establishing an all-rounded customer relations management system, striving for improving our customer’s experience through driving diversified service channel innovation, in pursuit of professionalism and excellence in customer service. The Awards represent public recognition of our customer service quality, and is also an encouragement to motivate us to continuously improve our service to meet the increasingly diversified customer needs in the future.”

Mr. Lai Leong-Pin, General Manager,

AIA Guangdong Branch

“Being recognised for customer relationship excellence under the Customer Satisfaction Quality System of the Year (Public Relations) category for the third year running is truly an honour for Aries Consulting. Sincerely and truly thank you for the public recognition of our company. We take immense pride in ensuring our clients receive excellent service, and believe our ability to craft customised solutions to meet their IR and PR needs have clearly distinguished us from our peers. Having expanded our reach from Singapore, Hong Kong and Taipei to include Beijing since our previous win, I believe we are now better-positioned to provide greater value to our clients given the close synergies of the markets. Currently, we have more than 100 listed clients across the 4 regions. This award is a tribute to the professionalism and capabilities of the entire team at Aries, and we will continue to devote efforts & commitments to exceed our customers’ expectations.”

Ms. Kathy Zhang, Founder and Group Managing Director 

Financial PR Pte Ltd and Aries Consulting Ltd.

“It is my great honour to be named ‘CEO of the Year - Office Solution’ by APSCS. This award is truly a testament to the dedication of the entire team at The Executive Centre in setting a high benchmark for premier customer service delivery and understanding the local and regional market needs. As a leading premium serviced office provider in Asia Pacific, we uphold our mission of providing ‘Excellent Locations, Excellent Service. Excellent Value’ and we put our customer’s needs and interests at the centre of everything we do. With our unparalleled full service platform and in-depth local market knowledge, we will continue to maintain the highest professional standards and deliver best-in-class flexible workplace solutions to our customers locally, regionally and internationally.”

Mr. Paul Salnikow, Chairman & Chief Executive Officer,

The Executive Centre

“Being recognised for customer relationship excellence under the Customer Satisfaction Quality System of the Year (Public Relations) category for the third year running is truly an honour for Aries Consulting. Sincerely and truly thank you for the public recognition of our company. We take immense pride in ensuring our clients receive excellent service, and believe our ability to craft customised solutions to meet their IR and PR needs have clearly distinguished us from our peers. Having expanded our reach from Singapore, Hong Kong and Taipei to include Beijing since our previous win, I believe we are now better-positioned to provide greater value to our clients given the close synergies of the markets. Currently, we have more than 100 listed clients across the 4 regions. This award is a tribute to the professionalism and capabilities of the entire team at Aries, and we will continue to devote efforts & commitments to exceed our customers’ expectations.”

Ms. Kathy Zhang, Founder and Group Managing Director 

Financial PR Pte Ltd and Aries Consulting Ltd.

“What started out as an idea with just four people three years ago and has grown to a company of over a hundred and fifty individuals and the #1 e-commerce company in HK is an honour. What we also truly appreciate at this time is to be recognized with the CRE Award, which indicates our leadership in customer service as backed by the Groupon Promise, which ‘makes it right or return[s] your purchase. Simple as that.’ Starting with the customer and working backward is our way of offering customers the full experience in all that they do, eat, see and buy ---and it’s continuous in aiming to provide value every step of the way.”

Mr. Danny Yeung, CEO, Groupon Hong Kong

“China Telecom Global Ltd. is honored to receive the award of Global Support Services of the Year (Telecommunications) from APCSC for two consecutive years. These achievements are definitely a strong recognition of our continual pursuit in offering the highest level of service quality. As one of the world’s leading integrated information service provider, we always uphold our service principle and are committed to our motto – Customer First, Service Foremost. CTG is committed to offering the best integrated communication solutions to satisfy customer’s global communication needs and will continue to excel in our customer services in order to fulfill and exceed our customers’ expectations. The award does not only recognize the quality service of our frontline professionals, it also acknowledges CTG’s commitment in customer service, staff training and development. As a leader in the telecommunication market, we will continue to strive for better customer service, and actively promote professionalism in telecom industry. Finally, I would like to take this opportunity to thank the CTG CS team and all employees. With YOU, the company is where we are today.”

Mr. Doris Dong, Marketing Vice President,

China Telecom Global Ltd.

“We are very pleased and honored that a member of our CITIC Telecom CPC family has won the ‘CRM Manager of the Year’ award again this year. Winning APCSC CRE awards for six consecutive years is a strong recognition of our long term commitment of premier services and our team’s dedication to pursuing performance excellence. As a trusted ICT solution partner in Asia Pacific, CITIC Telecom CPC pledges to deliver innovative solutions and services, as well as enhance staff professionalism in meeting the evolving needs of customers. We will continuously endeavor to improve our service level for exceeding customer’s expectation and excel in the industry as the role model of world-class service excellence.”

Mr. Eddie Ling, General Manager of Customer Services & Support,

CITIC Telecom CPC

“Thank you for Asia Pacific Customer Service Consortium’s long-term dedication in promoting customer relationship excellence. We are greatly honored to receive the prestigious Customer Service Manager of the Year (Service Center) award in the 2012 CRE awards for the first time, which is a strong testament of our commitment to service excellence and outstanding performance of front-line staff. With CEC’s “Customer-Centric, People-Oriented” mission, we proactively understand customers’ needs, offer advanced communications services and continuously improve service quality though innovation. Winning this award is very encouraging to the team and our journey to continuous improvement on service excellence will be ongoing to further strengthen customers’ mindshare.”

Mr. Layton Lok, Chief Operations Officer,

China Enterprise Communications Limited

“It is our honour to receive the CRE Awards for 10 consecutive years and we are pleased to have one colleague named “Customer Service Professional of the Year (Contact Center – Telecommunications)” and another colleague awarded “Merit - Customer Service Professional of the Year (Contact Center)”. The outstanding achievement recognises our dedicated efforts in customer service. Committed to putting our company slogan “Always More‧Always for You” into practice, we will continue to enhance our customer service quality to meet customers’ needs.”

Mr. David Li, Vice President, Human Resources & Customer Services,

New World Telecommunications Limited

“It is of great honor for Hong Kong Airlines to receive two awards in our first participation for the Customer Relationship Excellence Awards held by the Asia Pacific Customer Service Consortium. We are very proud that two of our staff have won the ‘Customer Service Manager of the Year’ Award and the ‘Customer Service Team Leader of the Year’ Award. The awards are great encouragement and recognition for our persistent efforts in delivering ‘people-oriented’ services for customers over the years. At Hong Kong Airlines, we will continue striving for the best on every detail when serving our customers. Moving forward, we are committed in providing the most convenient and comfortable flight experience to our passengers through excellent products and attentive services riding on advanced digital technology, coupled with an expanding route network.”

Mr. Stanley Kan, Director of Service Delivery, Hong Kong Airlines

 “I am extremely delighted to learn that China Pacific Life Insurance Co., Ltd. for the first time has received Customer Relationship Excellence - Outstanding Achievement from APCSC representing the highest honor. Sincerely thank you for the public recognition of our company.  CPIC adheres to its mission to ‘be a responsible insurance company’ and its corporate core values of ‘business integrity, prudence and sustainability, pursuit of performance excellence’, develops a customer oriented and continuously improved customer service system. Concurrently we continuously enhance product and service innovation to provide our clients with excellent customer experience with quality, convenience and comfort. The recognition of CRE Outstanding Achievement is both recognition for the performance we have achieved, and also an encouragement for our future endeavors. All of us in CPIC will work harder and devote ourselves with mind and wisdom to create a brighter future for the insurance industry in China. ”

Mr. Xu Jinghui, Chairman, General Manager

China Pacific Life Insurance Co., Ltd

“Henderson Land Group Property Management Department – Well Born Real Estate Management and Hang Yick Properties Management had been awarded ‘Customer Loyalty Program of the Year’ and ‘Corporate Health and Safety Achievement of the Year’ in 2010. For the year of 2011, it is our honour to be awarded ‘Customer Relationship Marketing Service of the Year and Corporate Environmental & Social Leadership of the Year’ presented by the APCSC. The achievement has fully manifested our continuous commitment to strive for excellence in premium property management services. It is not only served as a proof of customer’s recognition, but also a great encouragement to motivate us to attain even better performance.’ Well Born has been upholding its management philosophy – ‘Interactive Services for Quality Management’ and steps forward to make commitment to corporate social responsibility. Henderson Land Group Property Management Department has been considering and acting on the customer relationship, social leadership and environmental impacts of our business and contribute to community causes.”

Mr. Suen Kwok Lam, MH, JP, Executive Director Henderson Land Group

 “I am very honored to be awarded this prestigious accolade!  The winning of this award further recognizes McDonald’s commitment to uphold our service pledge.  It is truly a team effort and I would like to take this opportunity to thank everyone at McDonald’s for contributing to our success. Service excellence is always at the core of McDonald’s business. In the past 37 years, we strive to engage and impress our customers with our Gold Standard – quality food, excellent quick service, a high standard of cleanliness and great value. Serving around one million customers every day, we aspire to sustain our position as customers’ First Choice by offering the most enjoyable dining experience to them. We believe that happy employees make happy customers. Hence moving forward, we will continue to nurture a harmonious and opportunistic workplace for our employees to drive our business to new heights.”

Ms. Randy Lai, Managing Director

McDonald’s Restaurants (Hong Kong) Limited

“It is our honour to be the winner with two distinguished trophies titled ‘Corporate Health and Safety Achievement of the Year’ as well as ‘Contact Centre of the Year’ presented by the Asia Pacific Customer Service Consortium this year. Thanks to our staff and the all-round management system, we have been awarded the CRE Awards for eight consecutive years. The awards have fully demonstrated that our comprehensive 24-hour Control Centre is effective in providing ultimate and interactive communication channel to our customers throughout the year. Every property we manage is constantly monitored by the Centre through remote surveillance system with full back-up support in case of emergency. We will continue to ensure a safety and healthy environment to our employees at work which we consider to be paramount importance as a responsible corporation. We will endeavor to pursue service excellence with a mission ‘To Deliver the Most Ideal One Stop Estate and Lifestyle Management Services for Our Customers’ and to put continuous efforts in providing enhanced value-for-money quality services for our residents.”

Mr. Alkin Kwong, Vice Chairman & Chief Executive

Hong Yip

 “We are honored to have two of our team members in different levels recognized for their commitment and examples of putting our guests first.  Throughout the years, Hong Kong Disneyland Resort has been working relentlessly to establish an experiential environment that is unique to our cultural context while exemplifying the Disney service heritage.  Our guests have told us that our Cast Members are what makes the Hong Kong Disneyland experience special and we are gratified and excited to see that their devotion being recognized by the industry as well.”

Mr. Noble Coker, Vice President, Park Operations

Hong Kong Disneyland Resort

“HK Electric is always committed to providing a reliable supply of electricity and excellent customer services to our customers.  We are very honored to be selected as ‘Public Service of the Year (Public Utility)’ for four consecutive years. The award recognizes our continual efforts and improvements in customer services over the years. In addition, our team has received a total of eight individual awards.  The achievements well demonstrate the dedicated efforts of our frontline team in delivering premier services.   All these prestigious accolades provide further impetus for us to work and serve customers better.  At HK Electric, we will continue to enhance our services to meet or even to exceed our customers’ expectations.”

Mr. S.S. Yuen, Director of Operations

The Hongkong Electric Co., Ltd.

“We are honored to be recognized by APCSC once again in this year’s CRE Awards as the Contact Center of the Year (under 300 seats) and the Global Support Services of the Year award for Logistics, as well as clinching three individual awards. DHL is proud to claim that we are the world’s leading ‘International Specialist’ in express delivery. We are committed to providing excellent service with our global network comprising over 220 countries and territories and with our strong access to local knowledge and expertise. The recognition we received from APCSC is yet another honor reinforcing our devotion to exceed customers’ expectations. We will continue to lead the industry with award-winning service and ability to deliver comprehensive logistics solutions.”

Mr. Ken Lee, Managing Director

DHL Express Hong Kong

“AEON Information Service (Shenzhen) Co., Ltd. is delighted to receive the two awards ‘Contact Center of the Year’ and ‘Outsourcing Team of the Year’ from Asia Pacific Customer Service Consortium. It is our great honor to receive these two awards which had not only marked a milestone of our company but also recognition for our premier services in market sector. Our team will continuous to drive for professional and high standard service in the industry. No doubt the achievement is also a strong motivation for our team to strive for excellence in future. We are looking for other challenge for service quality improvement, grateful to the APCSC for the recognition and thank you to the judging panel for their excellent work.”

Mr. Yasunori Narabayashi, Managing Director

AEON Information Service (Shenzhen) Co., Ltd.

“Our Company is honored to have received the Customer Relationship Excellence (CRE) Awards again this year, including ‘Customer Satisfaction Quality System of the Year’ for Hopewell Centre, and ‘Integrated Support Team of the Year’ for KITEC. The awards and continual customer appreciation reflect the company’s commitment in the provision of professional property and facility management services. In 2012, our Company has conducted lots of renovation works in Hopewell Centre and KITEC to continuously improve the environment and facilities, and attain the standard of quality building in Hong Kong. Our Company also values the long term relationship with our tenants; for instance, we built a communication channel with our tenants by establishing Elite Club and KITEC Tenant Club. We aim at creating a harmonic working environment by our premium services. Also, we would like to express our appreciation to APCSC for the award presentation, and our customers for the valuable feedback and votes. Each support from our customers and voters has been an encouragement to our customer services team.”

Mr. Selleck Chan, General Manager of Property & Facility Management

Hopewell Real Estate Agency Limited

“DHL has been striving to facilitate customers to achieve their success as our own responsibility. We have been continuously providing superior service and heading toward the direction of becoming customers’ first choice. It is a great honor and privilege that DHL’s passion and commitment in customer service are recognized by Asia Pacific Customer Service Consortium in three consecutive years. DHL is particularly proud of winning awards in customer service because we believe it is our key differentiator. We have won 2 company awards, including Contact Center of the Year (Logistics - Under 100 Seats), Innovative Technology of the Year (Logistics) and three other individual awards.  DHL has been providing express service in Taiwan market nearly forty years. In the future, DHL will continue to lead the industry and provide quality and innovative services to achieve higher customer satisfaction and exceed our promise to customers.”

Mr. CHEE Yaw Chek, General Manager

DHL Express Taiwan

“Winning numerous awards at the prestigious Asia-Pacific CRE CSQS Leadership Summit 2012 in Hong Kong has been a dream come true. We are honoured and privileged to receive the ‘Global Support Services of the Year’, the ‘Contact Centre of the Year’ and the ‘Integrated Support Team of the Year’ plus five Individual Category Awards. Winning these awards speaks volumes for our passion, endurance and hard work as a team. This is a true reflection of partnership and professionalism shown by our Global Support Centre (GSC) employees delivering a proven award-winning service, day after day. Winning these prestigious awards helps us grow as a company, motivating us further to go above and beyond, giving our customers the best they’ve seen so far! On behalf of QNET I would also like to show our appreciation and gratitude for the APCSC for this astounding recognition and for bestowing upon us a real chance to shine. We will continue to drive for excellence in the future.”

Mr. JR Mayer, Managing Director

QNET

 “Goodwill Management Limited is really honored to receive Customer Relationship Excellence Awards for the second time consecutively since our participation in 2010. Taking this opportunity, may we convey our gratitude to Asia Pacific Customer Service Consortium for their recognition of our management teammate Sunshine City Plaza and AIA Tower for the awards of ‘Customer Service Centre of the Year (Property Management)’ and ‘High Speed Customer Service of the Year (Property Management)’ respectively. As one of the market leaders, we would continue to deliver premier management services for our tenants and shoppers.”

Mr. Patrick Sit, Director

Goodwill Management Limited

“We are very delighted to win six honours in the 2011 Customer Relationship Excellence (CRE) Awards.  Among the accolades are the grand corporate award in the High Speed Customer Service category, grand individual awards in the Customer Service Manager, Customer Service Team Leader and Customer Service Professional categories, and three individual merit awards.  We are committed to providing quality services that meet today's constantly-rising customer expectations and changing market environment.  These awards once again recognise the continuous efforts of our team to pursue service excellence in line with the Club's strategy of being a truly customer centric organisation.  I should like to take this opportunity to thank the award organiser for providing a professional platform for experience sharing and benchmarking among leaders of the customer service industry.”

Mr. Peter Ng, Head of Telebet Services

The Hong Kong Jockey Club

“one2free always strives to put the customer first, so naturally we are delighted to receive the Contact Center of the Year Award. To have the hard work and dedication of one2free’s customer service staff recognised by the CRE Awards is a great honour and encouragement. It demonstrates that our commitment to customer-focused service is bearing fruit, not only enabling a truly mobile lifestyle for our customers, but ensuring the highest levels of service at the same time. We will continue to offer mobile services that meet the diverse and changing needs of Hong Kong consumers, and to enhance the customer experience.”

 Mr. Han Willem Kotterman, Executive Vice President of Customer Service & Operations

CSL Limited

“We are honored and privileged to receive the ‘Customer Relationship Excellence’ Award as Contact Center of the Year 2011 (Below 500 Seats), Best Use of Technology of the Year and Winner CRM Manager of the Year for Telecommunications presented by the Asia Pacific Customer Service Consortium.  These achievements appreciating our focus on customer needs, not only continually enhance our services through upgrading more advanced technologies, but also including every aspects in Contact Center: processes and people to deliver service beyond customer’s expectation, in line and toward our vision: ‘Being the Best Indonesian Customer Experience Provider and Customer’s Value Creator, Across Industries and Across Regions, Consistently in Every XL Customer Service Touch Points’. Thank to Asia Pacific Customer Service Consortium for this great recognition.”

Ms. Cut Noosy, General Manager, Customer Service

PT XL Axiata, Tbk. Indonesia

 “The Company was greatly honored to be the winner of the ‘Customer Loyalty Program of the Year’ (the Telecommunication Industry) from the ‘Asia Pacific Customer Relationship Excellence Awards’ (CRE Awards).  Considering the fierce competition in the telecommunication market in Taiwan, the capability to enhance service quality, customer satisfaction and customer loyalty are the keys for winning in the market. Chunghwa Telecom will, on a continuous basis, adhere to its management philosophy of honesty and uprightness, and fulfill the business strategies of sustainability, innovation, broadband, value-adding, integration and sensitivity. The Company has, in the meantime, paid special attention to achieving high-quality and customer-oriented services. We are very thankful to the Asia Pacific Customer Service Consortium for granting us this award in recognition of our incessant efforts to pursue outstanding customer relationships and excellence in service. In the future, Chunghwa Telecom will remain devoted to providing world-class, professional, high-quality, and heart-touching services, thereby realizing its corporate vision of being the most valuable and reliable information, communication, and telecommunication company.”

Mr. Yi-Chin Chen, CEO of the Department of Customer Service

Chunghwa Telecom Co., Ltd.

“The ‘Best Customer Experience Management of the Year (Logistics)’ and ‘Contact Center of the Year (Logistics – under 200 seats)’ awards are true recognitions of our team’s efforts. We believe the key factor to winning the awards is the Purple Promise – our commitment to make every FedEx experience outstanding. The Purple Promise is the foundation of our business and is a part of the DNA of every FedEx employee. Everyday, our committed team of customer service professionals, like every other FedEx employee in the world, goes above and beyond their call of duty to create an excellent experience for our customers. We also build relationships with customers by understanding and anticipating their continuously evolving needs. Over the years, FedEx in Hong Kong has been enhancing our services and introducing new ones, providing solutions that help our customers stay competitive. Just over the last year, we have launched a faster direct service to Europe, earlier package delivery times and extended cut-off times for outbound shipments. These enhanced services allow our customers to enjoy more flexibility, and greater access to global markets, when shipping with us. We also upgraded our Hong Kong airport facility to enhance our operational efficiency. We are grateful for our customers’ support, and will see to it that we continue to be guided by the Purple Promise.”

Mr. Anthony Leung, Managing Director

FedEx Express Hong Kong and Macau

“We are honored to win the ‘Contact Center of the Year’ prize for the third consecutive year as well as three individual awards of Customer Relationship Excellent (CRE) Awards 2011. As the global leader in air express, we’re keen to deliver simplified and high-quality service and explore way we can do better. We always put customers first, and our customer-focus motivates the company to achieve continuous improvement. We have more than 6000 International Specialists who’re professional and dedicated to achieve our goals. They offer customers quality service in order to win customer trust and exceed customer expectations. Our recent CRE Awards acknowledges that DHL-Sinotrans’ brand image is one of providing superior service. We will continue this momentum and focus on our valued customers to provide them with the best possible service experience available.”

Mr. WU Dongming, Managing Director

DHL-Sinotrans International Air Courier Ltd

 “We are honored to receive the CRE Awards 2011 under the corporate category of ‘The Best Knowledge Management’.  Over the years, we have been focusing on continual improvement to cope with the ever-increasing quality services standards.  This award recognizes the effort of our teamwork in successfully using modern information technology associated with Customer Relationship Management to enhance customer service efficiency and eventually achieve Customer Service Excellence.  We hereby wish to thank the Chairman of APCSC for his professional guidance given to us.”

Mr. Andreas Chow, General Manager

Hopewell Property Management Co., Ltd.

“With the mission of providing customer-oriented premium services, Citybase Property Management Ltd exercises our best endeavour to provide a world-class business and living environment and even to exceed customers’ expectations.  It is our honour to be recognized and awarded excellent customer service for 5 consecutive years, while be presented by The Customer Relationship Excellence Awards under the category ‘Corporate Service Team of the Year (Property Management)’ this year. The Center, a Grade A commercial building on the Hong Kong Island managed by Citybase is supported by a comprehensive and professional management team with the superior Corporate Service Team. With the synergy of various professional supports a supreme business environment as well as a harmony relationship with clients is successfully established.”

Mr. H.K. Jim, General Manager

Citybase Property Management Ltd

“We are privileged and gratified to win the ‘Best Customer Experience Management of the Year’ Award in the CRE Awards for 5 consecutive years. The commendation is undoubtedly a testament to how our staff have collectively realized our organizational culture, i.e. being committed to the pursuit of excellence. With ever-changing customer expectation, we understand that the need for persistence of the virtues and the need for keeping our mind abreast of the times are equally important. In this respect, we continue to introduce diverse innovative value-added services to our residents with an aim of improving the quality of life and creating a harmonious living environment for them. At the same time, we provide our staff with comprehensive training as well as favourable working conditions so that they can satisfy our valued customers by meeting or even exceeding their expectations with their heartfelt sincerity. We are grateful to the APCSC for this prestige recognition and to our Service Team at Vista Paradiso for their outstanding work.”

Mr. Dicto Leung, General Manager

Goodwell Property Management Limited

 “I am greatly honoured to receive the prestigious ‘Customer Relationship Excellence CEO Award’ from the Judge of APCSC. The award certainly proves my and Bonjour team’s belief, endeavor and achievement. Becoming one of the most quality beauty retailers to lead the beauty trend and offer utmost beauty products and services, which is the result from excellent corporate strategy, designated team spirit and effective customer relationship management. To be our customers’ first choice, we will continue to strive excellence by fulfilling their needs on beauty and healthy living.”

Dr. Wilson Ip, Chairman

Bonjour Holdings Ltd.

"It is an honor for China Telecom (Hong Kong) to receive 3 winners and 1 merit awards in our first participation in APCSC’s CRE Awards, namely Customer Service Team Leader , Professional and Customer Service Manager of the Year (Contact Center) .  With the service philosophy always in mind – ‘Customer First, Service Foremost’, we continuously enhance our service quality to meet the customers’ needs.  As a national communication enterprise and has been enrolled in the global 500 enterprises for many years, we are encouraged by the recognition.  We pride ourselves on customer service, and our Customer Contact Center plays a key role in delivering excellent service to our customers all over the world.  Being a customer- focused company, we will strive for continuous quality improvement to delight our customers.  Thank you again to APCSC not only for granting the CRE Awards to CTHK, but also for strengthening our dedication to uplift our customer service quality."

Mr. Yang Liu, Marketing Director

China Telecom (Hong Kong) International Ltd.

“It’s a distinct honor for CITIC Telecom CPC to receive the CRE Awards for five consecutive years. As a leading ICT solution partner in Asia Pacific, ‘Innovation’ is one of the key factors for driving our business to go beyond.  Apart from technological breakthrough in launching new solutions to market, we are also pleased to have a team of service professionals with their long-term dedication to providing innovative services. This year, we are very proud that a member of our family has won the ‘CRM Manager of the Year’ award. Being awarded this honor is definitely a strong recognition of our customer care strategies and our continual pursuit in offering best-in-class and distinctive customer services. 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.”

Mr. Eddie Ling, General Manager of Customer Services & Support

CITIC Telecom CPC

“Being recognised for customer relationship excellence under the Customer Satisfaction Quality System of the Year (Public Relations) category for the second year running is truly an honour for Aries Consulting. We take immense pride in ensuring our clients receive excellent service, and believe our ability to craft customised solutions to meet their IR and PR needs have clearly distinguished us from our peers. Having expanded our reach from Singapore, Hong Kong and Taipei to include Beijing since our previous win, I believe we are now better-positioned to provide greater value to our clients given the interconnectedness of the region’s equity markets. Nowadays, we have more than 100 listed clients across the 4 regions. This award is a tribute to the professionalism and capabilities of the entire team at Aries, and will definitely motivate us to continue delivering only the best in-class service to keep our clients satisfied.”

Ms. Kathy Zhang, Founder and Group Managing Director

Financial PR Pte Ltd and Aries Consulting Ltd

“‘Here for good’, the brand promise of Standard Chartered, which captures the essence of who we are. We are a bank that sticks by its clients and customers, through good times and bad times; a bank that always tries to do the right thing. It’s our honour to receive the CRE awards for third consecutive years presented by the Asia Pacific Customer Service Consortium. The awards are strong recognitions to us to be a bank that is ‘Here for good’”.

Ms. Mary Huen, Country Head, Consumer Banking, Hong Kong

Standard Chartered Bank (Hong Kong) Limited

 “It is our honour to receive the CRE Awards for 9 consecutive years and we are pleased to have won a total of 3 awards including the winner award for Customer Service Professional of the Year (Contract Center – Telecommunications) and 2 merit awards for Customers Service Professional of the Year (Contact Center). The outstanding achievement recognizes our dedicated efforts in customer service. Being a customer-focused company, we will continue to enhance our customer service quality to meet customers’ needs.”

Mr. David Li, Vice President, Human Resources & Customer Services

New World Telecommunications Limited

“We are extremely honored that Koert Breebaart, Value Engineer in SAP Asia, received the prestigious CRM Director of the Year Award. This underlines our commitment to nurture talented individuals that turn our vision – a better run world– into reality by creating value and fostering innovation for our customers. In a better run world businesses run better, sell smarter, serve better and market on target – and SAP software and our employees are working on designing this better run world every day,”

Mr. Tim Moylan, President and Managing Director

SAP South East Asia

"We are greatly honored to receive the ‘Customer Relationship Excellence - Outstanding Achievement’ Award - the highest achievement of the 2010 CRE Awards; the ‘Contact Center of the Year’, ‘Customer Service Center of the Year’ and ‘Public Service of the Year’ corporate awards; and five other awards in the Individual Category. The awards are great encouragement to us. They recognize our persistent efforts in delivering customer-focused, service-oriented and caring services for our customers over the years. Customer expectation on electricity supply services is ever increasing.  To maintain our leading position, we will continuously improve our operations and provide caring services to our customers with professionalism, courtesy and sincerity."

Mr. S.S. Yuen, Director of Operations

The Hongkong Electric Co., Ltd

 “We are very honored to receive four corporate CRE Awards, including “Contact Center of the Year”, “Best Customer Experience Management of the Year”, “High Speed Customer Service of the Year” and “Best Use of Technology of the Year”, and three individual awards for “Customer Service Manager of the Year”, “Customer Service Team Leader of the Year” and “Customer Service Professional of the Year”. These awards achieved further manifest our constant efforts to pursue customer service excellence. Over the years we have been adhering to the “Customer-Centric, Service-Oriented” service concept. With continual promotion of corporate culture, innovations and improvements in service and the pursuit of excellent customer service system based on the customer value, we have been maintaining our leading position in communication industry. The   achievements of these awards witness the integration between our excellent customer service quality and the world-class service level. Here we would like to thank Asia Pacific Customer Service Consortium (APCSC) for providing a platform for us to share valuable experiences with organizations from different industries. We also express our heartfelt thanks to the world-class authoritative judging panel for the recognition for our work. This is a great encouragement to motivate us to attain even better performance. We will continue to stick to the “Customer First” service principle, proceed with our pursuit of excellence in customer service and make due contributions to promote the development of the world-class level in customer service.”

Mr. Fan Hu Min, General Manager

Customer Service Center I of China Mobile Shandong (CMSD)

“On behalf of the Taipei City Government, I would like to express my utmost appreciation to the Asia Pacific Customer Service Consortium (APCSC) for awarding the 1999 Citizen Hotline in recognition of our effort in achieving customer relationship excellence. I would also like to thank the Taipei City Government employees and private sector partners of the 1999 Citizen Hotline. Without their devotion and contribution, we could not have won this award. We believe that there is no perfection in public service. For the welfare of all residents in Taipei, the improvement of our service will keep going on.”

Dr. Kuo-yen Wei, Chairperson, Research Development and Evaluation Committee

Taipei City Government

"We are delighted to receive the CRE Award for the corporate category 'Customer Satisfaction Quality System of the Year (Public Transport)'.  This Award recognises the accomplishments, effort and dedication of MTR staff at all levels, in particular our colleagues on the frontline, in providing excellent service.  Leveraging on our 'Voice of the Customer' initiative, we are focused on enhancing the customer experience through translating the feedback we receive from customers into action with visible results.  'Excellent Service' is a core value of the MTR Corporation and everyone in the company is focused on providing safe, efficient and caring service valued by customers."

Dr. Jacob Kam, Operations Director

MTR Corporation

“Since Chunghwa Telecom participated and was honored with four categories of awards, including “Contact Center of the Year” in the “Customer Relationship Excellence Awards” organized by the Asia Pacific Customer Service Consortium last year, it has been further awarded with the two honors of “Customer Satisfaction Quality System of the Year” and “Best Use of Knowledge Management of the Year” in 2010, which demonstrates our company’s constant endeavors and determination towards enhancing service quality and offering stable quality services. Chunghwa Telecom has always strived towards the managing principles of “Dedication in the Telecom Industry, Emphasizing Professionalism, Enhancing Efficiency and Inspiring Service”. As for customer service, it has emphasized the commitments of “3Q: Quality, Quickly and Emotional Quotient”, so as to advance towards the goal of becoming a world-class contact center with best-in-class customer service. I would like to hereby thank the Asia Pacific Customer Service Consortium for its contribution towards the long-term promotion of the value of CSQS (Customer Service Quality Standard), and hope that we will be able to continue to enhance our customer service quality through this learning and sharing platform, so as to develop more outstanding customer relationships, and advance towards the vision of becoming the “most valuable and most reliable information, communication and telecommunication company.”

Mr. Yi-Ching Chen, CEO of the Department of Customer Service

Chunghwa Telecom Co., Ltd.

“I’m very happy to receive the 2011 Asia-pacific Outstanding Customer Relations Service Award. Zhejiang 10000 Taizhou Region Center adhering to the "pursuit of high quality services, create harmonious team" vision, the ” bridge communication with heart” team mission, encouraging staff to form " listen with heart, speak with the attitude, infection with happy, create with wisdom " values, implementing “standardization of operations, institutional management”, providing quality customer service in the same time always been committed to enhancing the end-user satisfaction, to create "high efficiency, high capacity, high standards" happy team. The award is recognition of our long-term efforts, but also to certainty of service capability and level to the whole team, we feel honored! The future, we will be "Customer Relationship Excellence Award" comprehensive customer relationship management standards to promote a deeper, broader and better customer service.”

Mr. Liu Jian, Operations Center Manager

China Telecom Zhejiang Branch 10000

“We are honored and privileged to receive the “Customer Relationship Excellence” award, presented by the “Asia Pacific Customer Service Consortium”, for the second consecutive year.  What makes us especially proud is that two of our bank executives are being concurrently honored as “CRM Director of the Year” and “CRM Manager of the Year”. Being a customer-focused bank, we strive to continually enhance our services to exceed customers’ expectations. Our aim is to provide fast, friendly and accurate service whilst delivering holistic solutions to meet our customers’ financial needs. By focusing on building a long-term relationship with them, we believe this will lead to our customers recommending Standard Chartered Bank to their friends and colleagues. We thank APCSC for this great recognition of our leadership position in the Hong Kong banking industry.”

Ms. Mary Huen, Country Head, Consumer Banking, Hong Kong

Standard Chartered Bank (Hong Kong) Limited

“We are greatly honoured to receive the prestigious Customer Relationship Excellence Awards for the first time. The two individual awards to our staff, at both the Contact Centre and Service Centre, underline our commitment to offering top-class services during not only face-to-face, but also other interactions, with visitors. With the rapid advancement in technology, especially the Internet, customers today are given more communications options. We will certainly continue our effort to provide visitors with timely and useful information and assistance at all our points of contact, upholding Hong Kong’s reputation as a hospitable and world-class destination.”

Mr Anthony Lau, Executive Director

Hong Kong Tourism Board (HKTB)

“Henderson Land Group Property Management Department – Well Born Real Estate Management and Hang Yick Properties Management are honoured to be awarded ‘Customer Loyalty Program of the Year’ and ‘Corporate Health and Safety Achievement of the Year’ presented by the Asia Pacific Customer Service Consortium. The achievement has fully manifested our continuous commitment to strive for excellence in premium property management services. It is not only served as a proof of customer’s recognition, but also a great encouragement to motivate us to attain even better performance.”

Mr. Suen Kwok Lam, MH, Executive Director

Henderson Land Group

“DHL Express Taiwan is very honored to receive five 2010 Asia Pacific Customer Relationship Excellence Awards including 2 corporate awards and 3 individual awards. The corporate award received on Customer Service Center of the Year is a testament to DHL's commitment to service excellence.  Three individual awards also demonstrate our superior and professional customer service through a large investment in staff training and development. Winning the Best Use of Technology of the Year particularly recognizes DHL's effort in deploying technologies to enhance service quality.  Our core value is to deliver excellence and simplify our customers’ supply chains. DHL has been providing market leading express services in Taiwan over 38 years and will endeavor to help customers to be successful.”

Mr. Chee Yaw Chek, General Manager

DHL Express Taiwan

“Goodwill Management Limited, a section of Portfolio Leasing Department, is honored to receive the prestigious Customer Relationship Excellence Awards under the corporate category of Corporate Environmental & Social Leadership of the Year (Property Management), High Speed Customer Service of the Year (Property Management) and Integrated Support Team of the Year (Merit). The awards represent recognition of our effort in delivering premium service and maintaining good rapport with our customers as well as a drive for our staff to further render up-market service. Since continuous improvement is one of the keys to success, Goodwill Management Limited shall keep on providing quality property management services with a view to becoming the role-model in the market."

Mr. Patrick Sit,

General Manager of Portfolio Leasing Department and Director of Goodwill Management Limited

Henderson Land Group

“Hong Yip Service Co Ltd and its associate property management company Royal Elite Service Co Ltd achieved Consumer Relationship Marketing Service of the Year and Customer Satisfaction Quality System of the Year respectively. It is our great honor to receive the Customer Relationship Excellence Award for seven consecutive years from the APCSC. The CRE award is proof of our determination on corporate mission “To deliver premier service with ultimate courtesy, managing every property to the highest standard of quality”. Employees are our most valued asset. We will continue to place significant emphasis on staff training and personal development through multi-disciplinary trainings, excellent career prospects and remunerations to excel our team’s professional standards with a view to delivering eminent service to our customers.”

Mr. Alkin Kwong, Vice Chairman & Chief Executive

Hong Yip Holdings Limited

“We are honored to receive the Customer Relationship Excellence (CRE) Awards, including Integrated Support Team of the Year for Hopewell Centre, and Field Support Team of the Year for Broadwood Twelve.  The recognition of these Awards, together with the nearly 100% compliance of our Service Pledges and ongoing customer appreciation, reflect our commitment to providing quality and professional property and facility management services. With senior management’s strong support and the dedication of our customer service teams of Hopewell Centre and Broadwood Twelve, we will continue to enhance management efficiency and our services.  We would also like to express our appreciation to the Asia Pacific Customer Service Consortium for presenting these Awards to us, as well as all of our customers who have given us valuable feedback in the past year and voted for us. Customer support has been most encouraging to our teams of customer relations professionals.”

Ms. Shirley Tang, General Manager of Property & Facility Management

Hopewell Real Estate Agency Ltd

“It’s our honor to receive ‘Contact Center of the Year’ and the other three of individual awards for the second consecutive year. This is a tremendous encouragement and recognition of our dedicated efforts in providing high-quality service through upgrading more advanced technologies, successful Customer Voice Re-focus program and providing more customized service solutions in the past year. At DHL-Sinotrans, we view customer service as a key differentiator and has invested in each customer touch point. The awards will motivate us to offer best-of-class service and become our customers’ First Choice.”

Mr. Wu Dongming, Managing Director

DHL-Sinotrans

“As a new entrant to the Customer Relationship Excellence Awards, it is our honour to be awarded “Best use of Knowledge Management of the Year (Property Management)” and “Customer Service Centre of the Year-Merit”.  These awards are encouraging recognitions of our commitment in delivering excellent service to our customers through our professional customer service team and the development of our knowledge management system.  Going forward, we pledge to continue to deliver excellent property management in our private housing estate retail portfolio, and to harmonize with the neighbourhood community, making our malls feel like their home.”

Ms Justina Chiu, Deputy CEO

Fortune REIT

“As the world’s leading logistics and express company, DHL is always committed to be our customers’ First Choice by offering them excellent customer service. We are honored to be recognized by APCSC in this year’s CRE Awards as the Contact Center of the Year (under 200 seats), and at the same time clinching three individual awards. DHL is proud to claim that we are the “International Specialist” who is determined to facilitate our customers’ businesses with our international network that comprised of over 220 countries and territories, as well as strong access to local knowledge. And of course our success would have been impossible without the dedication of our staff that is the key to our award-winning service. We will strive to achieve even greater targets, and will undoubtedly continue leading the industry in the future.”

Mr. Ken Lee, Managing Director

DHL Express Hong Kong

“Being the first Beauty and Cosmetics company to be awarded for “Best Customer Experience of the Year (Retail)”and “CRM Manager of the Year (Retail)”, we are honored to transform this as a motivation to pursuit sustainable premium customer service. To achieve this, we will continue to conduct comprehensive training classes and performance management. As a leading company in Cosmetics industry, we strive for long term commitment and persistent improvement to ensure CSQS to maintain high professionalism.”

Dr. Wilson Ip, Chairman

Bonjour Cosmetic Wholesale Centre Ltd.

 “With the mission of providing customer-oriented quality services, Citybase Property Management Ltd exercises our best endeavour to provide a world-class business and living environment and even to exceed customers’ expectations at all times.  It is our honour to be recognized and awarded excellent customer service for 4 consecutive years, while be presented by Customer Relationship Excellence Award under the category “People Development Program of the Year (Property Management)” by APCSC. The Center, a Grade A commercial building on the Hong Kong Island managed by Citybase is supported by a comprehensive and professional management team with the superior People Development Program. With the synergy of various professional supports such as maintenance, cleaning, security and landscaping, a supreme business environment as well as a harmony relationship with clients is successfully established.”

Mr. H.K. Jim, General Manager

Citybase Property Management Ltd

“It is our great honor to receive the Corporate Service Team of the Year 2010 (Property Management), in particular, this is the first time Prosperity REIT registers in the campaign.  The award is an encouraging recognition of our relentless effort not only to provide the high quality of services our customers expect from us, but also to surpass their expectation with extra care and dedication. This extra mile is worthwhile as a strong relationship is notably built between our customers and our working team. This personal touch and cohesion make our properties a desirable place to do business and work in.  The achievement of this award is also a strong motivation for us to continue to strive for excellence in future.”

Ms. Mavis Wong, Acting CEO

Prosperity REIT

“Aries Consulting is very honored to receive the Customer Relationship Excellence Award 2010 - Customer Satisfaction Quality System of the Year (Public Relations). The award reflects our continuous dedicated efforts to provide customized Investor Relations and Public Relations services to our clients. And it comes at a time as we celebrated our 10th year anniversary. Currently, we are one of the largest Investor Relations agencies in Asia with approximately 70 clients listed in three key equity markets - Hong Kong, Singapore and Taipei. We have a team of more than 30 professionals from all walks of ethnic origins and backgrounds to provide professional and quality investor relations services to our clients. This award gives us more confidence and commitments to fulfill our vision for next decade -- To build a No.1 Asian Brand in equity consulting and marketing communications!”

Ms. Kathy Zhang, Founder and Group Managing Director

Financial PR Pte Ltd and Aries Consulting Ltd

“I am glad to hear that Fujian Branch receives CRE Awards of the year 2011. I’m grateful for the recognition of our efforts on customer service by APCSC.  Branches of CPIC LIFE have received the awards five consecutive times. It is an encouragement for our service team as well as service quality. CPIC LIFE has been firmly regarding Customer-Demand-Centric as the strategic target, and adhering to People-Oriented & Customer-Prioritized business philosophy. “We make commitment by heart and are responsible with love”. The continuous growth of our company will be promoted and realized by our pragmatic endeavor and unremitting efforts.”

Xu Jinghui, Managing Director, General Manager

China Pacific Life Insurance Co., Ltd.

“It is with great honor that we, Make The Right Call, has been awarded the Customer Relationship Excellence (CRE) Award for the Outsourcing Team of the Year (Contact Center) category by Asia Pacific Customer Service Consortium. It is no secret that our presence in Hong Kong is fairly new and to be awarded this prestigious status after what is only our first attempt as an entrant, not only strengthens our motivation but also cements our vision that what was once an objective is now a significant milestone. This award is the culmination of everything we have accomplished together as a team. It is without a doubt that after today, the challenge bar will be raised to a new level and we will look at it as a new objective. One that we envision to turn into another milestone. To APCSC, we thank you for taking the lead in establishing best practices in the Service industry. We look forward to working together with you and the others in constantly providing revolutionary solutions. Thank you.”

Ms. Gina Wong, Chief Executive Officer

Make The Right Call

“It is the first time that we join the Customer Relationship Excellence Awards and we are honoured to receive the CRE Awards 2011 under the corporate category of ‘Outsourcing Team of the Year (Property Management)’. As property management involves a wide range of services, it is no doubt that our success is not just contributed by any single individual. With the joint efforts of management and all staff members, we endeavour to impress our customers by providing quality customer services. This award not only serves as recognition of the contribution by everyone in our team but also a great motivation for us to continue our efforts in service enhancement.”

Mr. S. T. Chow, General Manager

Hopewell Property Management Co., Ltd.

“We are privileged and gratified to win the “Best Customer Experience Management of the Year” Award in the CRE Awards for the 4th consecutive year. The commendation is undoubtedly a testament to how our staff have collectively realized our organizational culture, i.e. being committed to the pursuit of excellence. With ever-changing customer expectation, we understand that the need for persistence of the virtues and the need for keeping our mind abreast of the times are equally important. At the same time we provide our staff with comprehensive training as well as favourable working conditions so that they can satisfy our valued customers by meeting or even exceeding their expectations with their heartfelt sincerity. We are grateful to the APCSC for this prestige recognition and to our Service Team at The Portofino for their outstanding work!”

Mr. Dicto Leung, General Manager

Goodwell Property Management Limited

“Sustainable success depends on relationships built on respect, trust and reliability which is why exceeding customer expectations is how we benchmark our performance. This award recognizes the exemplary work of every one of DHL Global Forwarding’s almost 6,000 employees in over 80 cities in North Asia Pacific, dedicated to developing loyal customers through exceptional customer service in fast growing and often, challenging, environments. It is an honor to receive this award. Quality and reliability are the only ways to satisfy our customers’ needs. Our customer satisfaction scores are over 95%, driven by First Choice initiatives such as interactive speech processing, which made enhanced dialogue between our customers and employees possible. These initiatives reflect our commitment to quality and reliability to our customers,”

Dr. Kelvin Leung, Chief Executive Officer

DHL Global Forwarding, North Asia Pacific

“It is a great honour for me to receive the CEO of the Year award from the CRE Awards Committee.  Business and service excellence is something that has been deeply embedded into our corporate culture. As we celebrate our 50th anniversary in Singapore this year, I am proud to see that RHB Bank Berhad Singapore has carved itself a strong position as an intimate and friendly bank in a highly competitive industry. We take pride in sharing close-knit, lasting relationships with our customers and will continue to meet and exceed their expectations through our wide repertoire of innovative products and services.”

Mr. Jason Wong, Country Head

RHB Bank Berhad Singapore

“We are very pleased and honored that two members of our CITIC Telecom CPC staff have won “Customer Service Professional of the Year (Technical Center) and “CRM Director of the Year (ICT)” this year. Winning CRE awards for four consecutive years is another one of our testaments on our long-term dedication in providing the best customer care in every aspect. As a trusted ICT solution partner in Asia Pacific, CITIC Telecom CPC pledges to deliver excellent services to customers through world-class technologies, best process and continuous people development.  We are very encouraged with these two new CRE awards, which is recognition of service quality of our frontline professional and relationship management strategies, as well as a strong motivation for us to continuously deliver excellent service in future.”

Mr. Eddie Ling, General Manager of Customer Services & Support

CITIC Telecom CPC

“It is our honour to receive the CRE Awards for 8 consecutive years and have two colleagues awarded in the Customer Service Professional of the Year (Telecommunications - Contact Center) this year. The outstanding achievement recognizes of our dedicated effort in customer service. Being a customer-focused company, we will continue to enhance our customer service quality to meet customers’ communication needs.”

Mr. David Li, Vice President,

Human Resources & Customer Services of New World Telecommunications Limited

"We are extremely proud to receive two awards this year for Customer Service Manager of the year (Outsourcing Contact Centre) and Customer Service Professional of the Year (Outsourcing Contact Centre). Our two employees, Joan Yip and Anna Lee have shown the dedication and commitment to our customers. These awards are particularly encouraging given our call centres are relatively new. We welcome these awards as the first of many to come and will continue to strive for better service."

Ms. Rose Kwan, Health & Benefits Business Leader

Mercer Hong Kong

"We are honoured to receive three corporate CRE Awards, including Contact Centre of the Year (under 50 seats), Customer Service Centre of the Year (Insurance) and Customer Satisfaction Quality System of the Year (Insurance), and two individual awards (Insurance) for Customer Service Manager of the Year (Contact Centre) and Customer Service Team Leader of the Year (Contact Centre) from APSCS.  These awards are encouraging recognition for our continuous effort in meeting our customers' needs and living up to our brand promise of being Attentive, Reliable and Available.  The achievements of these awards also confirm our commitment to redefine customer experience in the insurance industry.  At AXA, we strive to achieve our ambition to become the preferred company for providing professional and comprehensive financial protection and wealth management services to people in Hong Kong.”

Mr. Stuart Harrison, Chief Executive Officer

AXA China Region Insurance Company Ltd.

“This is the first time that Chunghwa Telecom registers in Customer Relationship Excellence Award 2009 and we are very honored to receive award in four categories, including ‘Contact Center of the Year,’ ‘Outsourcing Team of the Year,’ ’Best Use of Technology of the Year’, and ‘CEO of the Year’. With ‘Focusing on Telecom Industry, Emphasizing on Professions, Enhancing Efficiency and Inspiring Services’ as the persistent principles, Chunghwa Telecom dedicates vast endeavor to become the most valuable and trust-worthy Information and Communication Technology (ICT) company.  Practicing the Call Center ‘3Q Customer Service Commitments’ (Quality, Quickly and Emotional Quotient), and always being willing to take responsibilities and challenges, we aim to become one world-class contact center and to provide best-in-class customer service with continual innovations and improvements. Through this award, we get to share valuable experiences with business leaders from various fields, and we deeply appreciate the amount of effort Asia Pacific Customer Service Consortium has been putting on promoting CSQS. This award encourages us to proceed with our pursuit of excellence in customer service and customer relationship. Chunghwa Telecom will never cease pursuing excellence and perfection.”

Dr. Alex Chien, CEO of Department of Customer Service

Chunghwa Telecom

“Henderson Land Group Property Management Department – Well Born Real Estate Management and Hang Yick Properties Management are honoured to be awarded ‘Corporate Environmental & Social Leadership of the Year’ and ‘Customer Service Center of the Year’ presented by the Asia Pacific Customer Service Consortium. The achievement has fully manifested our continuous commitment to strive for excellence in premium property management services. It is not only served as a proof of customer’s recognition, but also a great encouragement to motivate us to attain even better performance.”

Mr. Suen Kwok Lam, MH, Managing Director

Henderson Land Group

“On behalf of the Taipei City Government, I would like to first express my utmost appreciation to the Asia Pacific Customer Service Consortium (APCSC) for hosting this ceremony and awarding the 1999 Citizen Hotline in recognition of our effort in achieving customer relationship excellence. Through the evaluation of APCSC, I believe that the public is getting to know how much effort the City Government has pooled together in the field of public service. Also, I would like to thank the government employees and private sector partners of the 1999 Citizen Hotline. Without their selflessness and hard work, we could not have won this award. This honor shall further strengthen our belief—Citizen First and Efficient Governance. We will do our best to provide professional and excellent citizen services for all Taipei citizens and tourists in Taipei. Last but not least, the 2010 Taipei International Flora Expo is to be held from November 6th, 2010 to April 25th, 2011. I sincerely invite you to visit Taipei to enjoy this extravaganza.”

Mr. Yeong-ren Chen, Chairperson, Research, Development and Evaluation Committee

Taipei City Government

“It is our great honour to have received the ‘Public Service of the Year’ Award under the corporate category for two consecutive years, plus five Awards under the individual categories in 2009 CRE Awards.  These awards are encouraging recognitions of our constant efforts in delivering excellent services to our customers.  They are also strong motivations to our frontline team. HK Electric is committed to the continuous pursuit of service excellence. We pledge to deliver ever better quality and more satisfying services to our customers, and will continue to serve them with dedication, care and sincerity.”

Mr. S.S. Yuen, Director of Operations

The Hongkong Electric Co., Ltd.

“We are most delighted to achieve ‘Contact Centre of the Year’ and the other three of individual honors awarded by APCSC.As the leading air express company in China, DHL-Sinotrans aligns its business to the customer promise of ‘simplifying services’ and ‘sustainable solutions’, builds up and maintains a long-term and stable cooperation relationship with customer. Our excellent service has achieved solid trust from customer end, and further gone beyond their expectation much better. This award is a recognition for DHL-Sinotrans’ brand image of offering world-class service, which is also a motivation for us to continuously deliver excellent service in future.”

Mr. Wu Dong Ming, Managing Director

DHL-Sinotrans

“It is our honor to receive the Consumer Relationship Marketing Service of the Year & People Development Program of the Year (Property Management) from the APCSC. The CRE Awards is proof of our determination on corporate mission “To deliver premier service with ultimate courtesy, managing every property to the highest standard of quality”. Employees are our most valued asset. We will continue to place significant emphasis on staff training and personal development through multi-disciplinary trainings, excellent career prospects and remunerations to excel our team’s professional standards with a view to delivering eminent service to our customers.”

Mr. Alkin Kwong, Vice Chairman & Chief Executive

Hong Yip Holdings Limited

 “Quality HealthCare Medical Services Ltd. (QHMS) is honored to receive the Customer Relationship Excellence (CRE) Awards under the corporate category of Best Use of Knowledge Management of the Year (Healthcare), recognizing our outstanding performance in customer relationship by applying and adopting effective knowledge management. We are most delighted and honored to be the recipient of this award. This is a tremendous encouragement and recognition of our dedicated efforts in promoting an active learning corporate culture, and through engaging and empowering our staff to consistently deliver positive service experience for all our customers. I’d like to express my heartfelt gratitude to the efforts of all staff. Going forward, our organization will continue to devote resources into our enterprise knowledge management initiative, improving the system and platform and creating value for both our staff and customers.”

Dr. Lincoln Chee, Chief Executive Officer

Quality HealthCare Medical Services Ltd.

“Kerry Logistics is honored to receive the Customer Relationship Excellence Awards presented by APCSC in the People Development Program of the Year (Logistics) category. With our home base in Asia and a strong focus on China, Kerry Logistics is committed to deliver the best logistics solutions to make our customers successful.  Our people are the vital lifeline of our business and the key contributor to our leading position in the industry.  We create real value for our employees through rewarding careers and encourage open communication and dialogue at every level of the company. We also nurture an environment that enables our staff to develop their entrepreneurial skills and realize their full potential. With our broad geographical network, our staff also has the opportunity to work in different countries allowing them to broaden their horizons and grow with the company.”

Mr. Jesse Lui, Executive Director

Kerry Logistics

“We have the privilege to be awarded the “Best Customer Experience Management of the Year” in the CRE Awards for the third consecutive year. This is a testament to our commitment to the pursuit of service excellence. We always bear in mind that customers’ expectations are ever rising, so continual service improvement is our core philosophy. By adding in innovative service, maintaining a pleasant and exclusive living space as well as providing comprehensive job training for staff, we are determined to live up to if not exceed the expectations of our valuable customers. Thanks to Asia Pacific Customer Service Consortium for the recognition, and certainly to our outstanding Service Team in Celestial Heights!”

Mr. Dicto Leung, General Manager

Goodwell Property Management Limited

“With the mission of providing customer-oriented quality services, Citybase Property Management Ltd exercises our best endeavour to provide a world-class business and living environment and even to exceed customers’ expectations at all times.  It is our honour to be recognized and awarded excellent customer service for 3 consecutive years, while be presented Customer Relationship Excellence Award under the category ‘Field Support Team of The Year’ by APCSC this year. The Center, a Grade A commercial building on the Hong Kong Island managed by Citybase is supported by a comprehensive and professional management team.  With the synergy of various professional supports such as maintenance, cleaning, security and landscaping and the like, a supreme business environment as well as a harmony relationship with clients is successfully established.”

Mr. H.K. Jim, General Manager

Citybase Property Management Ltd

“We are very honored to receive four prestigious 2009 Asia Pacific Customer Relationship Excellence Awards, including the Best Contact Center of the Year and Customer Relationship Management Manager of the Year, which recognize DHL Taiwan's superior and professional customer service.  DHL views customer service as a key differentiator and has invested in this customer touch point. We are the only one within International Express industry who insists on human response on the 24-7 call center service to answer incoming customer phone calls in Taiwan. DHL Taiwan assisted 2.1 million calls in 2009 with the industry’s consistently shortest waiting time. We will continue to strive to deliver excellence to be our customers' first choice!”

Mr. Chee Yaw Chek, General Manager

DHL Express Taiwan

“Sino Property Services is most encouraged by the receipt of the prestigious CRE Awards this year (Integrated Support Team of the Year). It is a testimony of our continuous commitment to consistently exceeding our customers’ expectations. We attribute our ability to winning our customers’ support to our team’s determination in constantly improving our hardwares, softwares and peoplewares throughout the areas of estates management, security, parking, cleaning, maintenance and premium lifestyle services. The synergy is underpinned by our Company’s core value, which comprise integrity, customer first, teamwork, continuous improvement, preparedness and sense of urgency.”

Mr. Sunny Yeung, Executive Director

Sino Group

“Endowed with the core value of commitment to business integrity in pursuit of steady growth and performance excellence, CPICLife has provided clients with custom-tailored insurance service, enhanced the customer service quality, and greatly emphasized on customers’ perceptions. Through various communications with customers, CPICLife has deepened the axiom of making commitment with heart and holding responsibility with love constantly. With euphoria and alacrity brimming in my heart, I was initiated with the glad tidings that China Pacific Life had won CRE Awards for the fourth time in a row. The award not only testifies to the public acknowledgement of client-oriented service philosophy of our company, but also vindicates the public approval of the exertion and commitment contributed by the whole service group of China Pacific Life, and even serves as an incentive and appreciation for the service brand of the company! For this, we shall scrupulously abide by the strategic objective of building itself into an internationalized insurance and finance service group focusing on the insurance business, stepping steadily towards a modern financial group with excellent crediting standing, outstanding brand, prudent financial operation and outstanding services and profits so as to do well in the practice and innovation of insurance service.”

Mr. Patrick Poon, Chairman of the operation committee

CPIC Life Co., Ltd.

“As a new entrant to the Customer Relationship Excellence (CRE) Awards, I feel very delighted to see APGC CSS is the winner of both ‘Global Support Services of the Year’ and ‘Customer Satisfaction Quality System of the Year’, thank you Chairman Jason Chu and other judges in the CRE Awards Committee for recognizing what we have done. As the first global technical support center established by a Fortune 500 company in China, our organization was promoted from serving customers from Greater China Region to Asia Pacific Region and is now covering the global scale. Bearing “think globally act locally” in mind and using customer satisfaction as the No. 1 key performance indicator, APGC CSS boasts of over 800 technical talents come from 21 countries and regions in 15 locations across Asia providing comprehensive and diversified services and technical support covering over 100 Microsoft products to consumers, developers, IT professionals, partners and enterprises. It proactively leads and drives sustainable growth of  IT services industry by continuously  innovating service models and contents, ensuring world-class service experience around the globe while cooperating with local partners within the region.”

Mr. Wing-Dar Ker, General Manager

Microsoft Customer Service and Support

 Asia Pacific and Greater China Region (APGC CSS)

 “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

“It’s both an absolute delight and a distinct honour for CPCNet to receive the CRE award for three consecutive years running.  Striving for service excellence is CPCNet’s ongoing long-term pledge to customers.  Among others, this promise encompasses three main areas of focus - providing highly efficient solutions for customers, ensuring that the best processes are in place for quality service delivery, and having a team of professional and highly-skilled staff to serve customer needs. Over the years, CPCNet has won numerous awards for technologies, service support and people development, which have recognized our achievements in the above mentioned focus areas.  This year, we are extremely proud that a member of our CPCNet family has won the ‘CRM Manager of the Year’ award.  Being awarded this honour further manifests our dedication to providing best-in-class services to our customers in every aspect and we’ll continue to strive for the best in customer care in everything CPCNet does.”

Mr. Stephen Ho, Chief Executive Officer

CPCNet 

“It is our honour to receive the CRE Awards for 7 consecutive years. The outstanding achievement recognizes of our dedicated effort in customer service. Being a customer-focused company, we will continue to enhance our customer service quality to meet customers’ communication needs.”

Dr. Norman Wai, Managing Director

New World Telecommunications Limited

 “We are very honoured to be awarded the Asia Pacific Customer Relationship Excellence Awards for five consecutive years. As the largest home furnishing specialist in Hong Kong, we uphold our ‘People’ principle and are committed to our motto – Customers interest always come first. Pricerite is committed to offering value-for-money products and services that exceed customer expectations. To further enhance Pricerite’s services, a new corporate identity together with some new concept stores have been launched this year, in association with a series of new products and services to tailor for customers’ needs. The Award does not only recognise the quality service of our frontline professionals, it also acknowledges Pricerite’s commitment in customer service, and staff training and development. As a leader in the home improvement market, we will continue to strive for better customer service, and actively promote professionalism in retail industry.”

Mr. James Leung, Deputy CEO

Pricerite Stores Limited

“I am proud to have 3 of our colleagues named as the CRM Manager of the Year, Customer Service Team Leader of the Year (Service Center) and Customer Service Professional of the Year (Service Center) respectively by the Asia Pacific Customer Service Consortium this year.  Being a customer-focused bank, we continuously enhance our service quality to meet customers’ banking needs. We are reinforcing this through the introduction of Customer Charter. Our Customer Charter objective is to provide fast, friendly and accurate service and solutions to meet our customers’ financial needs, and to recognize our customers’ overall banking relationship, enabling us to become the Bank that customers recommend to their friends and colleagues.  These 3 CRE Awards are strong testaments of our efforts and marks a significant milestone in our Customer Charter journey.”

Ms. Mary Huen, Country Head, Consumer Banking, Hong Kong

Standard Chartered Bank (Hong Kong) Limited

"It is our honor to receive the ‘Customer Service Team Leader of the Year (Technical Center)’ award from the Asia Pacific Customer Service Consortium this year. CIBONet always strives for offering the best solutions to customers with superb service quality.  Apart from providing the most professional technical support services to customers, we also devote ourselves to enhancing our customer service quality.  This award is not only a recognition to our customer service team, but also to CIBONet’s ‘Customer-Centric, People-Oriented’ vision.  It also encourages us to continue our effort in offering the highest level of service quality for maintaining our leading position among the network services providers in the market.”

Mr. Chen Guo Cong, General Manager

CIBONet

“We are honored to receive 2 CRE Awards, ‘People Development Program of the Year (Internet Service Provider)’ and ‘Integrated Support Team of the Year (Internet Service Provider)’, from APCSC this year. These achievements are definitely a strong recognition of our continual pursuit in offering the highest level of service quality. To deliver the best-in-class services to our customers, special emphasis has been put on our customers’ total experience on our products and services. A set of metrics has been developed to evaluate the whole service process and improve our service level, including efficient order processing, reliable product performances, as well as prompt customer services support. We are proud that our strategies are recognized. Looking ahead, as a leading communications and security solution partner, we will continue our effort to Strive for Service Excellence.”

Mr. Stephen Ho, Chief Executive Officer 
CPCNet
 

 “It’s a great honor for us to achieve Customer Relationship Excellence under Contact Center, People Development Program and Best Use of Knowledge Management of the Year in bank card industry. Adhering to the objective ‘Most considerate, best quality. Surpass expectation. Strive to be a first-class domestic bankcard customer contact center’, we have endeavored to grow to be a vital paradigm of excellent Unionpay service and image, as well as an important marketing channel to promote our brand popularity. Meanwhile, stick to the ‘people-oriented’ management model, we provide satisfactory service to our customers with satisfied staff, helping our staff to obtain improvement and realize their value in the work.”

Mr. Xiao Zhi Yong, Director of Customer Services Center
China Unionpay
 

 “Sino Property Services is most encouraged by the receipt of the prestigious CRE awards this year (People Development Program of the Year and Field Support Team of the Year – Island Resort). It is a testimony of our continuous commitment to consistently exceeding our customers’ expectations. We attribute our ability to winning our customers’ support to our team’s determination in constantly improving our hardwares, softwares and peoplewares throughout the areas of estates management, security, parking, cleaning, maintenance and premium lifestyle services. The synergy is underpinned by our Company’s core value, which comprise integrity, customer first, teamwork, continuous improvement, preparedness and sense of urgency.”

Mr. Sunny Yeung, Executive Director
Sino Group
 

 “Henderson Land Group Property Management Department – Well Born Real Estate Management and Hang Yick Properties Management are honored to be awarded Innovative Technology of the Year and Best Use of Knowledge Management of the Year presented by the Asia Pacific Customer Service Consortium. The achievement has fully manifested our continuous commitment to strive for excellence in premium customer services standard. It is a solid proof of customer’s recognition to our sophisticated and professional property management services. The award has driven us to pursue quality services and higher standard.”

Mr. Suen Kwok Lam, MH, Managing Director
Henderson Land Group
 

“Since the establishment in 2007, Wharf T&T Outsourcing Services Limited is keen to develop long term relationship with customers and sees them as our close business partners, at all level. It is very encouraging that we receive 3 awards, namely Outsourcing Team of the Year, High Speed Customer Service of the Year, and Customer Service Manager of the Year (Call Centre) from APCSC this year as it proves that our endeavour and expertise in our BPO services are well received.  Nevertheless, our commitment to service excellence is a never ending pursuit.”

Mr. Duncan Wong, Director and General Manager
WTTO

 “We are most delighted to be named the ‘Public Service of the Year’ and to receive the five Awards under the individual categories of the 2008 CRE Awards scheme. These awards are encouraging recognitions of our excellent services to customers and the outstanding performance of our frontline team.  HK Electric will continue serving Hong Kong and our customers the way we have always been – consistent, committed, with a caring spirit and always striving for continuous improvement to achieve total customer satisfaction.”

Mr. S.S. Yuen, Director of Operations
The Hongkong Electric Co., Ltd.
 

 “Eptica is delighted to win the prestigious APCSC CRE ‘Most Innovative Technology’ Award.  As a new entrant to the awards, we were impressed with the rigour at which the APCSC evaluated our technology and our business. Eptica’s multi-channel customer service software increases business efficiency and revenue performance through its unique ability to self-learn from every interaction how best to answer a customer enquiry.  Available on-premise or SaaS, Eptica enables organizations to deliver fast, accurate and consistent responses through all channels including online service, email, phone, fax, letter and SMS.   We are very excited at working with organisations in Asia to enable them to deliver excellent customer service at much lower cost.”

Mr. Olivier Njamfa, CEO and President
Eptica SA
 

“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 ‘Customer Loyalty Program of the Year 2008’. Thanks to our outstanding team members, this award has fully manifested our competitive edges over other contenders with respect to our dedicated customer relationship management and exquisite customer services. With over 40 years of solid property and facility management experience in Hong Kong, Hong Yip created a series of the most prestigious value-added services as well as ultimate professional support such as cleaning, security, landscaping, repair & maintenance, surveillance system, engineering consultancy and real estate agency etc, to enable residents to enjoy a comfortable living environment and enhance customer relationship.

 Mr. Alkin Kwong, Vice Chairman & Chief Executive
Hong Yip Service Co., Ltd (Hong Yip)
 

“It is our honor to receive 3 CRE Awards this year, namely ‘Contact Centre of the Year (Internet Service Provider)’, ‘Field Support Team of the Year (Internet Service Provider)’, and ‘Customer Service Team Leader of the Year (Internet Service Provider)’ presented by APCSC. It is our long-term commitment to treat customer service as our top priority and to continually strive for service excellence. The outstanding achievements not only serve as a proof of our high service quality and excellent customer relationship, but also a great encouragement motivating us to do our utmost to attain even better performance. Moving forward, we will continue working towards our mission on, as well as shouldering our commitment to offering our customers with the best service quality.”

 Mr. Chen Guo Cong, General Manager
CIBONet
 

 “It is with great honor to receive the ‘Best Customer Experience Management of the Year’ in the CRE Awards for the second consecutive year. This honor has boosted our confidence and we will keep up with our commitment to providing customized and caring services to all our customers. It is always our pleasure to serve the customers with our heart so that they can fully enjoy their investment rewards. We never stop in our pursuit of excellence. By thinking ahead of our customers in foreseeing their needs, we set our mind in unveiling a new era in the field of property management.”

 Mr. Dicto Leung, General Manager
Goodwell Property Management Limited
 

 “Provision of comprehensive and quality services for the customers is the mission of Citybase Property Management Limited and we strive for providing a world-class business and living environment for our clients. We understand the importance of mutual communication and customers’ opinion for continuous improvement. The Center, a Grade A commercial Building on the Hong Kong Island managed by Citybase is equipped with a professional and excellent management team. With the implementation of “Integrated Management System”, an excellent one-stop services is provided to our customers. It is our honor to receive the “Integrated Support Team of The Year” Award from the Asia Pacific Customer Service Consortium. In the future, we will continue to strive for better service in the pursuit of excellence.”

 Mr. H.K. Jim, General Manager
Citybase Property Management Ltd.
 

“Endowed with the core value of commitment to business integrity in pursuit of steady growth and performance excellence, CPICLife, following the operation strategy of sustainable value increase, has been implementing the operation target of escalating management to the superior level and extending service to the grass-root. Based upon such basis, China Pacific Life has provided clients with custom-tailored and specialized insurance service. With euphoria and alacrity brimming in my heart, I was initiated with the glad tidings that China Pacific Life had won CRE Awards for the third time in a row. The award not only testifies to the public acknowledgement of client-oriented service philosophy of our company, but also vindicates the public approval of the exertion and commitment contributed by the whole service group of China Pacific Life, and even serves as an incentive and appreciation for the service brand of the company! Since the demands from clients are constantly increasing, and the high-quality service sees no ending, the development path ahead shall be the one of extending ourselves to the successful point, and challenging the better inexorably. For this, we shall scrupulously abide by the axiom of making commitment with heart and holding responsibility with love so as to contribute to the society and serve for the public.”

 Mr. Patrick Poon, Chairman of the operation committee
CPIC Life Co., Ltd.
 

“It is the honour of the Hong Kong Observatory to be recognized and awarded customer relationship excellence under the category of Public Service of the Year (Government).  Care about the community and colleagues is one of the Observatory’s core values.  We strongly believe that good customer relationship is achieved through compassionately understanding the needs of the end users.  We are fortunate to have a team of committed colleagues who are sensitive to the changing societal environment and are eager to make a difference.  I would like to thank APCSC for providing an excellent platform for sharing of experience in customer satisfaction.”

 Dr B Y Lee, Director
 Hong Kong Observatory
 

 "Almost everybody in Hong Kong, from three year-old's to 83 year old's, can sing Ocean Park's theme 「去玩！去癲！嚟Ocean Park！」  (Go play! Go wild! Go to Ocean Park!)  This is what drives the people of Ocean Park to give guests the most immersive, experiences and memories.   Coming to Ocean Park  is like setting foot in another world - of lush greenery surrounded by the majestic South China Sea;  and a world of amazing animals.  Then, as a complete contrast, we also have gravity-defying thrill rides, and our five annual events, with Halloween Bash being one of the most renowned!  While we are a not-for-profit organisation, we have seen five successive years of record -breaking attendance, revenue and surplus.  We are ranked by an international authority as the No 15 theme park of the world.  This tells us we are giving what our guests want, and I thank all our guests and business partners who have supported us.  Additionally, a big thank you to all the Ocean Park staff  is in order.  To me, the CEO of The Year 2008 award is a recognition of the team effort from everyone at Ocean Park."

  Mr Tom Mehrmann, Chief Executive
Ocean Park
 

“It is our honour to receive the CRE Awards for 6 consecutive years. The outstanding achievement recognizes our dedicated effort in customer service. Being a customer-focused company, we will continue to enhance our customer service quality to meet customers’ communication needs.”

 Dr. Norman Wai, Managing Director
New World Telecommunications Limited
 

“Thank you APCSC. It is indeed an honour to be awarded the Customer Relationship Excellence Awards for the third time. Especially so this time as we win 3 awards for Customer Service Manager of the Year (Winner) and Customer Service Professional of the Year (Winner and Merit). This clearly demonstrates Lyreco’s service commitment to our customers and our values; Excellence, Respect, Professionalism and Passion. Being one of the top worldwide distributors of office supplies, we envision to be THE reference in office supplies solution and we want to do so by providing a service that makes a difference. Having the right people to do the right job effectively does make the difference, and winning these awards is a testament to the Lyreco team. I take this opportunity to thank the Lyreco CS team and all employees. With YOU, the company is where we are today.”

 Mr. Terence Wee, Managing Director
Lyreco
 

“We are very honoured to be awarded with the Customer Relationship Excellence Awards for four consecutive years as bestowed by the Asia Pacific Customer Service Consortium.  With our service philosophy always in mind --- People-oriented and customers come first, Pricerite has been offering our customers with value-for-money furniture and home products, and at the same time, professional customer service.  The award is not only bestowed on our frontline professionals for their quality service, but also a kind of recognition on our ceaseless effort in staff training and development.  We will keep up with our good work and strive for more service excellence, in order to maintain our leadership in the home improvement market.”

Mr. James Leung, Deputy CEO
Pricerite Stores Ltd.

“We are very honoured to receive the APCSC CRE Awards. It gives a strong acknowledgement of our efforts in delivering excellent service quality and customer relationship that will continue to distinguish us in the regional market. With strong understanding of our customers' financial needs coupled with a strong dedication for quality service, we will be able to value add with personalized banking to them.”

Mr. Michael J. Barrett, Group Managing Director
RHB Banking Group

“Winning two consecutive service awards is a great testimony of our pursuit for service excellence. RHB Bank Singapore has a proven track record in the area of service excellence and we have succeeded in providing a great banking experience through innovation, dedication, flexibility and above all, great customer experience. With RHB Bank, banking is made personal.”

Mr Lim Hun Joo, Country Head,
RHB Bank Singapore

“At SWIFT we work together to make sure that our products meet the requirements of individual customers, and are simple and easy to use. We adopt this same approach for our support services. These awards are also recognition of our core values – ‘Customers come first’, ‘Deliver excellence simply’ and ‘People make the difference’. It is an honour to receive four awards and very motivating for our team. We would also like to thank our customers for the open expression of appreciation of the support and service provided.”

Mr. Kevin Lodge, Head of Customer Service Asia
S.W.I.F.T. SCRL

“On behalf of everyone of the CPCNet team, we are very pleased and honored to have won four CRE awards presented by APCSC this year. This is a tremendous encouragement as well as recognition for our team’s effort toward our Customer Focus Strategy.

Over the years, we have been emphasizing and focusing our team to the delivery of ‘Customer Needs and Customer First’ strategy. These efforts entail many facets and manifest into different prospective of it presentation and form. Many of which reflect in the use and manipulation of the latest in technology and as well as improving our delivery process to the satisfaction of our customers. I am very happy that our strategy bear fruits and recognitions and we would like to thank APCSC of presenting these awards to us.”

Mr. Stephen Ho, Chief Executive Officer
CPCNet

“Henderson Land Group Property Management Department - Well Born Real Estate Management and Hang Yick Properties Management, is honoured to receive the ‘Innovative Technology of the Year (Property Management)’ from APCSC. Having received CRE Award in recognition for a five consecutive years since 2003, Well Born jointly participates in this year’s competition with Hang Yick and continues to demonstrate our strength in customer service. The award is a proof of our strong commitment in satisfying our customers by delivering sophisticated after-sales services. In future, we will continue to strive for even better services in the pursuit of excellence.”

Mr. Suen Kwok Lam, MH, Managing Director
Henderson Land Group

“Citybase Property Management Ltd (Citybase) is committed to providing quality management services. With the aim of providing a world-class living and business environment to our customers, Citybase offers excellent professional property management services. It is our honor to receive three CRE Awards for 2007. Thanks to our comprehensive scheme of ‘performance pledge’ and concept of ‘Customers without boundaries’, Concordia Plaza managed by Citybase has been awarded ‘High Speed Customer Service of the Year’ and ‘Consumer Relationship Marketing Service of the Year’. Moreover, with our continuous effort in providing comprehensive and innovative services at The Center, a Grade A commercial Building on the Hong Kong Island, experienced concierge staff are on hand in the lobbies to provide assistance to our customers and visitors. As a result, The Center has been awarded ‘Customer Service Center of the Year’. These achievements are certainly a proof of our strong commitment in providing quality management services. In the future, we will continue to strive for better service in the pursuit of excellence.”

Mr. H.K Jim, General Manager
Citybase Property Management Ltd

“It is our honour to receive 5 CRE Awards this year, namely Customer Service Team Leader of the Year (Contact Center), 2 merit awards for our customer service professional , High Speed Customer Service of the Year (Telecommunications) for the third consecutive year and Best Use of Knowledge Management of the Year (Telecommunications) for the first time. The outstanding achievement not only serves as a recognition of our dedicated effort in customer service, but also encourages our professional team’s continual pursuit in service excellence. Looking ahead, as a pioneering telecom service provider, we strive to effectively provide customer-focus, reliable communication solutions and managed services with the highest customer satisfactions.””

Dr. Norman Wai, Managing Director
New World Telecommunications Limited

“Guided by the core value of business integrity, sustainable growth and pursuit for excellence, China Pacific Life Insurance devotes to create the most value for customers, shareholders, employees and other parties interested by sustainable operation and business innovation contributing to society harmonization. We are not only focusing on business increase but also on customer satisfaction by providing excellent service.

This is the second time China Pacific Life Insurance participated in the APCSC. We are honored to receive two awards for our two branch companies. It further proves our service quality and capability, and recognizes our persistent philosophy in customer-oriented business practice. We will follow this path and grow our company into a most trusted and respected professional life insurance company.””

Mr. Patrick Poon, Chairman of Operation Committee
China Pacific Life Insurance Co., Ltd

“We believe that it is the customer who defines quality, not us. At any touch point, the quality of customer experience can affect the overall customer relationship and we treat our integrated support team and contact centre as strategic units to create excellent customer experience. 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.”

Mr. Duncan Wong, Vice President Customer and Systems Operations
Wharf T&T Limited

“We are deeply honored to be awarded with the Contact Center of the Year and Best Customer Experience Management of the Year on our first CRE Awards participation. This is the best recognition for our service culture ‘Deliver service beyond expectation and savor value upon creation’. Our bank is service-oriented and with our platinum-gold-classic three-tiered service strategy, we have built a professional team focusing on our customer satisfaction and customer experience through systematic service channel perfection and team culture building measures. We appreciate that the APCSC provides us such a wonderful platform of broad communication in the Asia-Pacific region. It’s a great inspiration for us to endeavor full effort for the establishment of a quality brand in the 24-hour distant banking service industry.”

Mr. Lv Tiangui, General Manager, Customer Contact Center
China CITIC Bank Credit Card Center

“With commitment to our mission of ‘Improving Quality of Life’, we strongly believe that the provision of quality management services adds immeasurable value to our properties. We are thankful to the heartfelt support from our customers to our excellent and professional management services, which have also received numerous commendations from different sectors of the public over the years. As an equal opportunity employer, we uphold the principles of ‘Employing both the healthy and handicapped’ and ‘Using the right personnel’. We organize various training programs to our staff to enhance their professional knowledge, at the same time holding regular staff activities to foster team spirit. Through our comprehensive care to both our customers and staff, we are now truly delighted to have broken the boundary and risen to the Asia-Pacific region.”

Mr. Dicto Leung, Gerneral Manager
Goodwell Property Management Limited

“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. 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

“It is with great honor to receive the ‘Best Customer Experience Management of the Year’ in our first participation in the CRE Awards. This honor has further proven that introducing Hotel Caring Services to THE LEGEND at Jardine's Lookout is the right direction. The same standard of Hotel Caring Services will now be introduced to all of our estates managed by Goodwell, which will allow more and more of our residents to enjoy their investment rewards by receiving highly prestigious services. ‘Caring Hotel Attitude’ is a unique culture. Not only is it well received by our residents, it also sets a new benchmark for the property management industry in Hong Kong. ”

Mr. Jackson Wong, General Manager
THE LEGEND at Jardine’s Lookout
Goodwell Property Management Limited

“I’m very pleased to know that our company has been awarded by APCSC the ‘Contact Center of the Year’ and ‘Outsourcing Team of the Year’ awards, which is encouraging recognition for a company that participated in the activity for the first time. First of all, my sincere thanks go to APCSC, who build such a wonderful stage for us to show our strengths; all friends who vote for us and our partners who are all-time supportive for us; and my heartfelt thanks to all 5,000 employees who work together to where we are now. Delivering customer relation excellence is always our mission. We hope to enhance and promote our services and provide quality services to more overseas companies, and aim to grow into the biggest outsourcing service center in Asia and one of the best-known service centers in the world.”

Miss Li Yan, COO of International Elite Ltd
GM of China Elite Info. Co. Ltd.

“DHL is honored to receive the CRE Awards 2007 in the category of ‘Contact Center of the Year (Logistics)’. The award proves our achievements to the mission of Key Account Support of Customer Service Division – “To provide the sense of privileges to our key customers by offering them premium services. The award is very encouraging 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.”

Ms Flora Lau, Director of Customer Service
DHL Express Hong Kong