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

 

2016 CRE Awards Winners Corporate & Individual Photo

Hong Kong, China – June 16th , 2017 – At the 2017 International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2016 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 / Youku    Click here for Press Release: English/中 文

 

The Most Important Asia Pacific Award of its Kind 2016 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 2017 Welcome Pack will be downloaded from the following link:

CRE Awards 2017 Welcome Pack

 

REGISTRATION / NOMINATION

 

The CRE Awards Supplement:

6 July 2016 The Standard (P.1, P.2, P.3 & Pre-event)

11 July 2016 SingTao Daily (P.1, P.2, P.3, P.4, P.5 & Pre-event 1, 2, 3, 4)

All Newspaper and Supplements

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Key to Achieve Customer Relationship Excellence -

China Telecom Global Limited
 

In this knowledge email, we would like to share how China Telecom Global Limited, the winner of 2015 Customer Relationship Excellence Awards in the category of "Global Support Services of the Year (Telecommunications)", achieves Customer Relationship Excellence (CRE) Awards.

  • Customer First, Service Foremost

  • Formulating Performance System to Strengthen People Development

  • Conducting Customer Satisfaction Surveys Regularly to Build Up a Long-term Relationship and Increase the Loyalty of Customers

  • Develop "QOS monitoring system"

  • Focus on the service case study to identify service problem and to propose solution for improvement

  • Establish the Proactive Customer Service System to identify and resolve issues before they become problems

  • Conduct services enhancement project for different working units to promote effective and constructive service improvements

         Read More

China Telecom Global Limited received the trophies and certificates of 2015
 "Global Support Services of the Year (Telecommunications)"

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, Hang Lung Properties, Celki VitalAire, and Nexusguard
Honored with CSQS Certification Distinction from APCSC

 

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

Hong Kong, China – June 16, 2017 -- The Asia Pacific Customer Service Consortium (APCSC) presents the Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege), Hang Lung Properties Limited, Celki VitalAire, and Nexusguard in recognition of their achievements and high level of compliance to CSQS in 2017. Customers of the properties, property management, internet security service, ICT 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:

Celki VitalAire receive the People Site Certification award

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

 

Hong Kong, China, 15 June 2017 – Three 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

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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APCSC & HKCSC Present the Expo Innovation Awards at the 6th HK International CRE & Innovation Expo

Ms. Veronique Liu, Operation Director of Teleperformance China received The Expo Innovation Awards Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – The 6th Hong Kong International Customer Relationship Excellence (CRE) & Innovation Expo focused on the theme of Digital, Social, Mobile, Big Data & Cloud; CRM, contact center, BPO, eCom & Security. International keynote speakers addressed the expo theme with their enterprise innovation case studies to contribute to the frontier of the digital, mobile, Internet Plus economy.

Press Release: ENG/中文

Customer Loyalty Award Forum 2017

Hong Kong, China – March 2-3, 2017 -- The Asia Pacific Customer Service Consortium (APCSC) organized The 15th 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 2016 Photo Gallery                  Press Release ENG/中文

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.

 

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.

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

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.

MORE

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

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

Education Partners

CCSA TRAINING

Instructor

Mr. Jason Chu

Chairman of APCSC &

CRE Awards Panel of Judge

Schedule

Kuala Lumpur (English) August 7 - 8
Taipei (Mandarin) August 21 - 22
Hong Kong (English) September 4 - 5
Hangzhou (Mandarin) September 25 - 26

APCSC is pleased to announce this Certified Customer Service Analyst & Auditor training. The CCSA program is recognized by the International Council of Customer Service Organizations (ICCSO) and the Customer Service Institute of Australia (CSIA). This two-day course will cover advanced analytical techniques used in the customer service centers, data interpretation and how to take action based on this analysis. The course will also take you through a real life case study of the benchmarking of customer service centers in Hong Kong, Taiwan, Singapore and Malaysia.
Participants will learn techniques on data preparation and presentation to management for extensive customer service performance reporting. Participants will also equip themselves with a comprehensive understanding of auditing techniques used in customer service centers and to ensure Customer Service Quality Standards are implemented and followed. In addition, participants will have a greater understanding of the need to perform periodic audits and how to measure success. The latest launched Customer Service Quality Standard version 14.0 will be used in these CCSA training.

 

To view the brochure and registration form, please click HERE

To view other internationally recognized certificate courses and training schedules, please click HERE.

 

Alternatively, you can register online at HERE. Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.

Eventbrite - Certificate in Customer Service Management Training

CCSM training

Instructor

Mr. Jason Chu

Chairman of APCSC &

CRE Awards Panel of Judge

Schedule

Kuala Lumpur (English) August 7 - 10
Taipei (Mandarin) August 21 - 24
Hong Kong (English) September 4 - 7
Hangzhou (Mandarin) September 25 - 28

APCSC is pleased to announce this Certificate in Customer Service Management training. The CCSM program is recognized by the HKSAR Government under the Continue Education Fund (CEF) program, International Council of Customer Service Organizations (ICCSO) and the Customer Service Institute of Australia (CSIA). This four-day course covers advanced topics in Customer Service Management and Customer Service Quality Standard (CSQS) that enable the participants to increase their awareness and knowledge of the latest development of Customer Service in terms of technology and management best practices. The course is like an intensive mini MBA course aiming to prepare supervisors and managers to become a world class manager with customer relationship excellence disciplines and mindset. Many companies in Asia Pacific have benefited in their people development through this course already. The latest launched Customer Service Quality Standard version 14.0 will be used in these CCSM training.

 

To view the brochure and registration form, please click HERE

To view other internationally recognized certificate courses and training schedules, please click HERE.

 

Alternatively, you can register online at HERE. Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.

Eventbrite - Certificate in Customer Service Management Training
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.

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 CRE & CSQS ROUNDTABLE

Shenzhen August 15, 2017

Co-Organizer: LianXunTong Business Management (Shenzhen) Company

Theme: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

 

Jason Chu

Chairman

APCSC

Xin Li

Chairman

LXT

Dong Cai

Dean

LXT

Jinsong Hua

Director

LXT

Sally Liu

GM

 Huize Investment

 

Peijiang Li

GM

HTC Biyadi 

Speaker & Panelists:

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

Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

Mr. Xin Li, Chairman, LianXunTong Group

Mr. Dong Cai, Dean, Business School, LianXunTong Group

Topic: G dimension of Latitude Era

Mr. Jinsong Hua, Director,LianXunTong Business Management (Shenzhen) Company

Ms.Sally Liu, GM, Shenzhen Huize Investment Management Co., Ltd.

Mr. Peijiang Li, General Manager, Heng Tai Chang Biyadi Vehicle Sales Service Company Limited

Other Speakers and Panelists will be confirmed soon

Fee:

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

Eventbrite - Certificate in Customer Service Management Training
Organizer: Asia Pacific Customer Service Consortium

Time: 14:00pm - 17:00pm

Venue: 深圳市南山區科技北三路南玻電子大廈2F

 

Hong Kong August 17, 2017

Co-Organizer: The Hong Kong Jockey Club

Theme: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

 

Jason Chu

Chairman

APCSC

Philip Chan
Director & GM
Canon Hongkong

Speaker & Panelists:

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

Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

Mr. Philip Chan, Director and General Manager, Canon Hongkong Company Limited
Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or HKD$220 non-member at the door

Eventbrite - Certificate in Customer Service Management Training
Organizer: Asia Pacific Customer Service Consortium

Time: 14:30pm - 17:30pm

Venue:Room 6, 8/F, The Hong Kong Jockey Club, Sha Tin Communications & Technology Centre, Sha Tin Racecourse, New Territories

 

Taipei August 25, 2017

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

Theme: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

Jason Chu

Chairman

APCSC

Samuel Yuan
Vice President
Far EasTone Telecom

Yea Jou Shiau

A.P &A.D.

CUTE

Speaker & Panelists:

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

Topic: Big Data Innovate Customer Experience, Discover Future Customer Loyalty CRE Index

Mr. Samuel Yuan, Vice President – Channel Operation Management and Convergence Product , Consumer Sales & Marketing, Far EasTone Telecommunications

Topic: Service Innovation

Mr. Yea Jou Shiau, Associate Professor & Associate Director, China University of Technology

Other Speakers and Panelists will be confirmed soon

Fee:

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

Eventbrite - Certificate in Customer Service Management Training
Organizer: Asia Pacific Customer Service Consortium

Time: 14:00pm - 17:00pm

Venue: 468 Ruei Guang Road, Nei Hu District, Taipei 11492, Taiwan

u    What are CEO focuses to achieve sustainable performance growth with successful customer experience management in the new economy?

u    How to create more business, products and service mobile O2O opportunities?

u    What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

u    Business Innovation model from Hong Kong, China, Asia Pacific and Western World

u    How do Customer Experience, Technology and Corporate Social Responsibility create strategic value in the current business environment?

Shenzhen CRE & CSQS Roundtable
May 24, 2017

Shenzhen, china – May 24, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom Shenzhen Branch. The CRE & CSQS Roundtable, with the theme of “Innovative Best Practices for Customer Experience, Branding and CRM”, has attracted C-level executives and directors from cross industries including  telecommunications, e-commerce, insurance, information technology, direct marketing, banking, 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

Hong Kong CRE & CSQS Roundtable
May 17, 2017

Hong Kong – May 17, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with QNET Ltd. The CRE & CSQS Roundtable, with the theme of “Innovative Best Practices for Customer Experience, Branding and CRM”, has attracted C-level executives and directors from cross industries including e-commerceinsurance, direct marketing, banking, telecommunications, logistics, retail, information technology, 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

Cambodia CRE & CSQS Roundtable
May 12, 2017

rtainment, Cambodia, Phnom Penh – May 12, 2017 – 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 “Innovative Best Practices for Customer Experience, Branding and CRM”, has attracted C-level executives and directors from cross industries including insurance, banking, telecommunications, logistics, retail, direct marketing, information technology, entertainment, financial, healthcare, e-commerce and media sectors from Phnom Penh to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevMr. ate Service Standard Mr. in the industry.
 

Press Release: English

Qingdao CRE & CSQS Roundtable
May 5, 2017

Qingdao, China – May 5, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Haier Overseas Electric Appliances Corp. Ltd. The CRE & CSQS Roundtable, with the theme of Explore New CS Model in the Era of Omnimedia Interaction”, has attracted C-level executives and directors from cross industries including e-commerce , logistics, retail,banking, telecommunications, insurance,direct marketing, information technology, entertainment, financial, healthcare, and media sectors from Qingdao 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

Taipei CRE & CSQS Roundtable
April 20, 2017

Taiwan, Taipei – April 20, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Chinese Society for Quality. The CRE & CSQS Roundtable, with the theme of Innovative Best Practices for Customer Experience, Branding and CRM, has attracted C-level executives and directors from cross industries including insurance, logistics, banking, telecommunications, retail, direct marketing, information technology, entertainment, financial, healthcare, e-commerce and media sectors from Taipei 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

Kuala Lumpur CRE & CSQS Roundtable
March 30, 2017

Malaysia, Kuala Lumpur – March 30, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with AIA Bhd. The CRE & CSQS Roundtable, with the theme of 2017 Outlook for Customer Experience, Branding and CRM Strategy, has attracted C-level executives and directors from cross industries including insurance, logistics, banking, telecommunications, retail, direct marketing, information technology, entertainment, financial, healthcare, e-commerce and media sectors from Kuala Lumpur 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

Singapore CRE & CSQS Roundtable
March 28, 2017

Singapore – March 28, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with DHL Express (Singapore) Pte Ltd and CX Group. The CRE & CSQS Roundtable, with the theme of 2017 Outlook for Customer Experience, Branding and CRM Strategy, has attracted C-level executives and directors from cross industries including logistics, banking, insurance, telecommunications, retail, direct marketing, information technology, entertainment, financial, healthcare, e-commerce and media sectors from Singapore 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

Shanghai CRE & CSQS Roundtable
March 16, 2017

Shanghai – March 16, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with AIA China Contact Center. The CRE & CSQS Roundtable, with the theme of 2017 Outlook for Customer Experience, Branding and CRM Strategy, has attracted C-level executives and directors from cross industries including academy, banking, insurance, telecommunications, retail, direct marketing, information technology, entertainment, financial, logistics, healthcare, e-commerce and media sectors from Shanghai 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
March 14, 2017

Beijing – March 14, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Lenovo Services. The CRE & CSQS Roundtable, with the theme of 2017 Outlook for Customer Experience, Branding and CRM Strategy, has attracted C-level executives and directors from cross industries including academy, banking, insurance, telecommunications, retail, direct marketing, information technology, entertainment, financial, logistics, healthcare, e-commerce 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

Guangzhou CRE & CSQS Roundtable
February 27, 2017

Guangzhou – February 27, 2017 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom 21CN. The CRE & CSQS Roundtable, with the theme of International Leadership in Employee Engagement Enhancement, Decrease in Staff Turnover Rate and Customer Experience Technological Innovation, has attracted C-level executives and directors from cross industries including academy, banking, insurance, telecommunications, retail, direct marketing, information technology, entertainment, financial, logistics, healthcare, e-commerce 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

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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