Customer Relationship Excellence Awards

 

International Customer Relationship Excellence Awards and

China Customer Relationship Excellence Awards

are Now Open to Nomination and Application! (NEW!)

REGISTRATION / NOMINATION

For more information, please refer to

International CRE Awards website

China CRE Awards website

China Sourcing Summit Press Release

 

International CRE Awards Dinner Ceremony Highlight

 

2017 CRE Awards Winners Corporate & Individual Photo

Hong Kong, China – June 15th, 2018 – At the 2018 International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2017 Customer Relationship Excellence Awards (CRE Awards)They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS),  public webvoting and a final round of judging by a panel of customer relationship excellence experts.

Check out the Highlight Video on YouTube / Tencent    Click here for Press Release: English/中 文

 

The Most Important Asia Pacific Award of its Kind 2017 Winner's list
The goal of the CRE Awards is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

The CRE Awards 2018 Welcome Pack will be downloaded from the following link:

CRE Awards 2018 Welcome Pack

 

REGISTRATION / NOMINATION

 

The CRE Awards Supplement:

 

18 July 2018 Hong Kong Economic Times (2018 International CRE Awards Supplement (10 Pages), APCSC 20th Anniversary Congratulations & Pre-event 1, 2, 3, 4)

6 August 2018 The Standard (2018 International CRE Awards Supplement (4 Pages), APCSC 20th Anniversary Congratulations)

All Newspaper and Supplements

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Customer Loyalty Award Forum 2018

Hong Kong, China – March 8-9, 2018 -- The Asia Pacific Customer Service Consortium (APCSC) organized The 16th International Customer Loyalty Award Forum (the Forum) for Asia Pacific business communities, member companies with a two-day program consisted of the Business Case Presentations from the International Customer Relationship Excellence Awards (CRE Awards) participants co-organized by The Open University of Hong Kong (OUHK) and China Telecom Global Limited. The presentations are part of the CRE Awards assessment process.

Customer Loyalty Award Forum 2018 Photo Gallery                  Press Release ENG/中文

Key to Achieve Customer Relationship Excellence - Shenzhen Gas Corporation Ltd.

In this knowledge email, we would like to share how Shenzhen Gas Corporation Ltd., the winner of 2017 Customer Relationship Excellence Awards in the category of "Customer Relationship Excellence - Outstanding Achievement China", "Contact Center of the Year (Public Utility – Under 100 Seats)", "Customer Service Center of the Year (Public Utility – China)" and "Online Customer Service of the Year (Public Utility)", achieves Customer Relationship Excellence (CRE) Awards.

  • High customer satisfaction and low customer complaint rate

  • Efficient service network

  • Smart gas service model

  • Multiple channels to collect customer feedback

Read More

Shenzhen Gas Group Co., Ltd. received the trophies and certificates of 2017
International CRE Awards.

ENG / 中文

Customer Service Quality Standard (CSQS)

The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.

 

Henderson Land Group and Hang Lung Properties
Honored with CSQS Certification Distinction from APCSC

 

Senior Executives from Henderson Land Group and Hang  Lung Properties received CSQS Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 15, 2018 -- The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege) and Hang Lung Properties Limited in recognition of their achievements and high level of compliance to CSQS in 2018. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.

Press Release: ENG/中文

People Site Certification

The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.

 

 

Press Release:

Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award

Quality HealthCare Medical Services Ltd receive the People Site Certification award

Market Leaders Awarded with People Site Certification from APCSC

Delegates from Mead Johnson and Quality HealthCare Medical Services Ltd., received People Site Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

 

Hong Kong, China, 14 June 2018 – Two leading companies have been awarded the People Site Certification (PSC) from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific markets.

 

Press Release: ENG/中文

HK International CRE Innovation Expo Awards

APCSC & HKCSC Present the Expo Innovation Awards at the 7th HK International CRE & Innovation Expo

Ms. Viola Lam, Founder & CEO of Find Solution Ai (middle) and Ms. Ada Ng, Marketing Manager of Continuous Technologies (right) received The Expo Innovation Awards Certificate and Trophy

 from Mr. Jason Chu, Chairman of APCSC

Hong Kong, June 14, 2018 – The 7th Hong Kong International Customer Relationship Excellence (CRE) & Innovation Expo Awards focused on the theme of Big Data, Mobile, Digital, Social & Cloud, CRM, contact center, BPO, eCom & Artificial Intelligence. International keynote speakers addressed the expo theme with their enterprise innovation case studies to contribute to the frontier of the big data, AI, digital, mobile, and Internet Plus economy.

Press Release: ENG/中文

Global Certification Program

CCSM Class Photo on Oct 25-28  2011

Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.

 

Selected courses provided by Hong Kong Customer Service Consortium are registered as reimbursable programs under the Continuing Education Fund (CEF):

Certificate in Customer Service Management (CCSM)

Certificate in Service Excellence Leadership (CSEL)

Certificate in Professional Customer Service (CPCS)

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On Site Training in Malaysia

CCSA and CCCM On Site Training in Malaysia

APCSC has conducted a CCSA and CCCM On Site Training in Malaysia in February. Some well-know universities in Malaysia, e.g. INTI University College, APIIT/UCTI,Malaysian Maritime Academy Sdn Bhd, HELP University College, International College of Music, TAFE College, HELP University College, HELP International College of technology, KBU International College, International Medical University, KDU College have attended the on site training.

BIC CRM Benchmarking

APCSC Presents DBS Bank (Taiwan) with the Best-in-Class Certification

Ms. Amy Lee, Vice President, Customer Care, from DBS Bank Taiwan, received Best-in-Class  Certification from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 13, 2012 The Asia Pacific Customer Service Consortium (APCSC) presents the Best-in-Class Certification during the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Leadership Summit to DBS Bank (Taiwan) Ltd. DBS Bank (Taiwan) Ltd has performed well in the Best-in-Class CRM Contact Center Benchmarking Program, which is organized by APCSC annually, and receives the Best-in-Class Certification in the area of Integrated Financial Service Management. Press Release: ENG/中文

Customer Care Excellence Best Practices Study Mission

Hong Kong, 23-24 January 2014 – organized by the Asia Pacific Customer Service Consortium (APCSC) in Hong Kong, the Customer Care Excellence Best Practices Study Tour (the Study Tour) delegates visited several Customer Relationship Excellence Awards (CRE Awards) winners, the leading companies in Hong Kong. The purpose of this study tour is to examine, study and exchange information of support/service related subjects between Asian excellent support centers and Abu Dhabi Department of Transport (DoT). Press Release: ENG

Asia Pacific Customer Service Contact Center (CSCC) Salary & HR Policy & Retention Survey

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation & Retention Strategy Benchmarking Program to provide human resources intelligence for contact centers in the region. The objective is to reduce staff turnover rate and to elevate the customer service quality and productivity in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

 

Reference Date: 1 Jan & 1 July Fee: HKD25,000 or

Reference Date: 1 Jan Fee: HKD15,000 The Information can be downloaded from here

Membership

APCSC has members serving different client segments, and delivering services in different formats and settings. Because of this diversity, participants will be stimulated and inspired to revolutionize their services. Companies can learn from one another.
The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may:
• Learn faster from the best practices of other companies across industry, and
• Pool resources to innovate where no one has yet found an acceptable solution.

 

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Education Partners

Reinventing Loyalty and Retention Workshop

Photos of participants of Reinventing Loyalty and Retention Workshop

APCSC has conducted a Reinventing Loyalty and Retention Workshop in Kula Lumper in April. Leading companies from different industries in Malaysia, e.g. POS Malaysia, Plus Expressways Berhad, Esso Malaysia, AmAssurance Berhad, AmBank (M) Berhad, Proton Edar Sdn Bhd, Boustead Petroleum, Maybank and etc., have attended the informative workshop.

 

APCSC is organizing a 3-Days International Best-in-Class CRE Benchmark & Exchange Program to Tokyo with our CRE Awards international supporting organization, HDI-Japan, on October 18-20.

 

The Program is a 3-day intensive benchmark learning journey aiming at visiting the innovative customer service market leaders in Tokyo to network, share, and harvest cross culture new ideas; to understand the key challenges faced by mature corporations and industry leaders, and how to overcome them. APCSC provides an international platform for cross industry leaders to learn and share latest trends and best practices on CRE Leadership.

 

Day 1 & Day 2: Benchmark & Exchange with Market Leaders & Mystery Shopper Experience
Target list of companies to benchmark and exchange on Innovative Customer Relationship Excellence Services Development include but not limited to: Canon, NTT Communications, DHL Express, Disneyland, Fuji Xerox, Lexus, Nintendo, Nissan, SMBC Nikko Securities, Soft Bank, Sony, Uniqlo, Citizen, Toyota, Nikon, etc.

Day 3: HDI-Japan 2018 Conference & Expo:

International Keynote speakers from Japan and Asia Pacific sharing international trends and best practices of CRE service and support in the new era. For more details, please download 2018 conference info for your reference: http://www.apcsc.com/pdf/HDI2018Conference_19October.pdf

HDI Annual Conference is the world's leading event for the service and support industry, bringing together more than 1,000 internal and external customer service and IT support professionals dedicated to achieving excellence.

 

Eventbrite - Certificate in Customer Service Management Training

Global Certification Program
Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.
Selected courses provided by Hong Kong Customer Service Consortium:
Certified Customer Service Analyst and Auditor
(CCSA)

Certified Contact Center Manager (CCCM)
Certificate in Customer Service Management
(CCSM) (Course Code: 21C04911-5)
Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.

Messages from Market Leaders

Messages from Government Organizations & other Associations
Mr. Edward Yau Tang-wah, GBS, JP
Secretary
Commerce and Economic Development
HKSAR Government
    MORE
Customer Testimonials

Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.

  • "CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience."
  • "This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas."
  • "The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class."
  • "I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying."
  • "Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction."
  • "What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team."
  • "In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding."
  • "It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing."
  • "The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard."
  • "Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example."
  • "Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you."
  • "The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples."
  • "Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me."
  • "Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard."
  • "The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers."
  • "The most valuable topic to me was managing people. It's a great experience during the course."
  • "The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!"
  • "The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management."

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 CRE & CSQS ROUNDTABLE

Taipei September 19, 2018

Co-Organizer:  Far EasTone Telecommunications Co., Ltd.

Theme: Develop Future New Retail Experience & Competitive Edge in the Omnichannel Age

Jason Chu

Chairman

APCSC

Liu Lizong

Chairman

Chinese Society For Quality

 

Bill Yang
 
Chairman
Taiwan Contact Center Development Association

Scott Shih

General Manager

Continuous Technologies

Brandon Xu
President
Regus
Taiwan

  

Richard Chen

AVP, CS Center

DBS Bank Taiwan

Yang Dongcheng

iCloud Development Director

Galaxy Software Services

 

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Develop Future New Retail Experience & Competitive Edge in the Omnichannel Age

Mr. Liu Lizong, Chairman , Chinese Society For Quality

Mr. Bill Yang, Chairman, Taiwan Contact Center Development Association

Mr. Scott Shih, General Manager, Continuous Technologies International Ltd

Topic: AI x Omni channels in Contact Centre

Mr. Brandon Xu, President, Regus Taiwan

Mr. Richard Chen, AVP, Customer Service Center, DBS Bank Taiwan

Mr. Yang Dongcheng, iCloud Development Director, Galaxy Software Services

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or TWD$800 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 臺北市內湖區瑞光路218號9樓

 

Shenzhen Roundtable September 27, 2018

Co-Organizer: TCL Shared Appliance

Theme: Create customer brand loyalty through Internet + sharing and experience economy

Jason Chu

Chairman

APCSC

Fu yongqiang

President

TCL Shared Appliance

 

Liu zhengfeng

Customer Experience Director

Shenzhen Airline

 

     

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Create customer brand loyalty through Internet + sharing and experience economy

Mr. Fu Yongqiang, President, TCL Shared Appliance

Topic: Sharing leads people to Life
Mr. Liu Zhengfeng, Marketing Center,Customer Experience Director, Shenzhen Airline

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or RMB$200 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

 

Time: 2:00pm - 5:00pm

Venue: 深圳市南山区中山园路1001号TCL国际E城F5栋3楼

 

 

Hong Kong CRE & CSQS Roundtable
 August 14, 2018

Hong Kong – August 14, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with HKU SPACE Executive Academy. The CRE & CSQS Roundtable, with the theme of Artificial Intelligent and Human Customer Service, Sales and Marketing, has attracted C-level executives and directors from cross industries including insurance, telecommunications, outsourcing Service, banking, information technology, public service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Hong Kong to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: English

Guangzhou CRE & CSQS Roundtable
August 2, 2018

Guangzhou - August 2, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom Guangzhou Branch. The CRE & CSQS Roundtable, with the theme of Artificial Intelligent and Human Customer Service, Sales and Marketing, has attracted C-level executives and directors from cross industries including telecommunications, outsourcing Service, insurance, banking, information technology, public service,  property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Guangzhou to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry. 

Press Release: Chinese

Shenzhen  CRE & CSQS Roundtable
May 18, 2018

Shenzhen – July 31, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Shenzhen Gas. The CRE & CSQS Roundtable, with the theme of Artificial Intelligent and Human Customer Service, Sales and Marketing, has attracted C-level executives and directors from cross industries including  public service, telecommunications, outsourcing Service, insurance, banking, information technology,  property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Shenzhen to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese

Beijing CRE & CSQS Roundtable
May 18, 2018

Phnom Beijing – May 18, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Teleperformance China. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services Experience, has attracted C-level executives and directors from cross industries including  insurance, banking, information technology, telecommunications, outsourcing Service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Beijing to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese

Phnom Penh CRE & CSQS Roundtable
May 2, 2018

Phnom Penh – May 2, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Manulife Cambodia. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services Experience, has attracted C-level executives and directors from cross industries including  insurance, banking, information technology, telecommunications, outsourcing Service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Phnom Penh to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: English

FREE 3-month Individual Membership

Want to get free tips about customer service industry or tip of the month, we invite you to try a FREE 3-month Individual Membership, with no obligation. Please complete the membership registration page and select the TRIAL option from the membership type drop-down box. http://www.apcsc.com/HKCSC/membership/membership.htm

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