Customer Relationship Excellence Awards 2017
Recognising Organisations and individuals that excel in Customer Service!
   
 


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Winners of the 2015 Customer Relationship Excellence Awards

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Winner of the 2015 CRE Awards:

Corporate Environmental Leadership of the Year 2015(Property Management)

Customer Service Center of the Year 2015 (Property Management)

“It’s a distinct honor to receive the CRE Awards for 14 consecutive years and we are pleased to be awarded ‘Corporate Environmental Leadership of the Year (Property Management)’ & ‘Customer Service Center of the Year (Property Management)’ by the APCSC. ‘Henderson Land Group Property Management Department (Hang Yick and Well Born)’ had been achieved numerous ‘CRE Awards’ in Customer Services and other achievements 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, BBS, MH, JP, Executive Director

Henderson Land Development Co. Ltd.


 Winner of the 2015 CRE Awards:
Corporate Social Responsibility Leadership of the Year 2015 (Insurance)

Employee Engagement Program of the Year 2015 (Insurance)

Best Customer Experience Management of the Year 2015 (Insurance – North Asia)

Customer Satisfaction Quality System of the Year 2015 (Insurance)

Best Use of Technology of the Year 2015 (Insurance)

Innovative Technology of the Year 2015 (Insurance)

People Development Program of the Year 2015 (Insurance – North Asia)

CRM Manager of the Year 2015 (Insurance)

Customer Service Manager of the Year 2015 (Insurance – Contact Center)

Customer Service Manager of the Year 2015 (Insurance – Technical Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

Merit - Customer Service Professional of the Year 2015 (Service Center)

 

 

“It is our great honour to receive 7 CRE awards from APCSC this year. These awards are a strong testament of our earnest effort in upholding our belief that protection is our calling. At AXA, we always put meeting our customers’ needs as our primary focus. We are committed to continuously develop and enhance our range of products in order to satisfy different and changing needs of both individual and corporate clients. We also believe that it is our inherent responsibility to support the community we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.”

Mr. Stuart Harrison, Chief Executive Officer

AXA Hong Kong


 Winner of the 2015 CRE Awards:
Customer Relationship Excellence - Outstanding Achievement 2015

Contact Center of the Year 2015 (Logistics – Above 500 Seats)

Customer Satisfaction Quality System of the Year 2015 (Logistics – North Asia)

Integrated Support of the Year 2015 (Logistics)

Customer Service Team Leader of the Year 2015 (Logistics – Contact Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“It is the 7th consecutive year that DHL Sinotrans won CRE awards from AP CSC. We have been enjoyed three decades of success in China market and external awards is a strong evidence that DHL brand and service excellence is widely recognized. DHL focus strategy, our insanely customer centric culture, our first choice philosophy and our great people make DHL more successful on the journey from good to great. DHL sinotrans will continue to put our focus on customers, seek to add value for customers, embrace the change in the future and moving forward. This time, we have three CS people who won awards from AP CSC, they are the best international customer service supervisor and best international customer service agents, we are truly proud of them -our Superstars!”

Ms. Gwen Wang, Vice President, National Customer Service

DHL –Sinotrans International Air Courier Ltd.


Winner of the 2015 CRE Awards:
Corporate Social Responsibility Leadership of the Year 2015 (Property Management)

Corporate Employer of the Year 2015 (Property Management)

Employee Engagement Program of the Year 2015 (Property Management)

Best Use of Knowledge Management of the Year 2015 (Property Management)

 “It’s a distinct honor to receive 4 Customer Relationship Excellence Awards for 4 consecutive years. These achievements have fully manifested our continuous commitment to strive for excellence in excellent customer services and receive social recognition and identity. ‘Hang Lung Star Service’ is ingrained in our culture and the highest standards of service provision and sincere receptivity to your needs. Last year, the Company has established the ‘Emerald Award’ to commend colleagues who have demonstrated outstanding performance in service provision and to encourage the team to scale new heights. Moving forward, we will keep on providing extensive, innovative and dedicated services to customers in every aspect.”

Mr. Philip N.L. Chen, Managing Director

Hang Lung Properties Limited


Winner of the 2015 CRE Awards:
Public Service of the Year 2015 (Public Utility)

Customer Service Team Leader of the Year 2015 (Public Utilities – Contact Center)

Customer Service Professional of the Year 2015 (Public Utilities – Contact Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“HK Electric is committed to providing excellent customer services and electricity supply that is reliable, safe, affordable and environmental-friendly. We are honored to have won the ‘Public Service of the Year (Public Utility)’ for eight consecutive years in the APCSC CRE Awards, on top of five individual awards this year. With ‘Pursuit of Excellence’ being the core value that drives our services, we are glad to see that our efforts are well recognized by the awards which also motivate us to make continuous improvements and introduce new service initiatives. With a green mindset, we will continue listening closely to the needs of customers to serve them better with innovative ideas and advanced technology.”

Mr. Yuen Sui-see, Director of Operations

The Hongkong Electric Co., Ltd.


Winner of the 2015 CRE Awards:
Employee Engagement Program of the Year 2015 (Logistics)

Contact Center of the Year 2015 (Logistics – Under 100 Seats)

Customer Satisfaction Quality System of the Year 2015 (Logistics – South Asia)

Customer Loyalty Program of the Year 2015 (Logistics)

People Development Program of the Year 2015 (Logistics)

“Customer is at the heart of our business at DHL. Our customer service team is one of the key frontline employee groups that interact and serve our customers daily. As specialists in this area, they play an exemplary role in focusing the organization on our customers. Winning these five prestigious awards affirms our team’s commitment to providing an excellent customer experience and the importance we place on our employees as the pillar of our success. In fact, we believe in and promote an ‘insanely’ customer centric culture where everyone is responsible for keeping our customers happy. All our employees are trained as international specialists and are our living brand ambassadors. The only way to keep up with our customers’ growing expectations is by regularly listening to the voice of our customers and continuously seeking improvement.”

Mr. Frank-Uwe Ungerer, Senior Vice President & Managing Director

DHL Express Singapore


Winner of the 2015 CRE Awards:
Customer Engagement Program of the Year 2015 (Airlines)

Employee Engagement Program of the Year 2015 (Airlines)

Customer Satisfaction Quality System of the Year 2015 (Airlines)

CRM Director of the Year 2015 (Airlines)

Customer Service Manager of the Year 2015 (Airlines – Service Center)

Customer Service Team Leader of the Year 2015 (Cabin Service – Service Center)

Customer Service Professional of the Year 2015 (Cabin Service – Service Center)

Merit - Customer Service Manager of the Year 2015 (Service Center)

Merit - Customer Service Team Leader of the Year 2015 (Service Center)

Merit - Customer Service Professional of the Year 2015 (Service Center)

 

 

“This is the fourth consecutive year for Hong Kong Airlines to receive the Customer Relationship Excellence Awards. We are extremely honored to be awarded in the Corporate category of ‘Customer Satisfaction Quality System of the Year (Airlines)’, ‘Customer Engagement Program of the Year’ and ‘Employee Engagement Program of the Year (Airlines)’ and several individual awards. This achievement is a recognition of the Company’s strong focus on customer service and the pledge to engage employees and customers. We adhere to the principle of PEOPLE to deliver quality service to our customers. We also believe that strengthening team spirit will be of the utmost importance for further enhancement in service quality. We will continue to pursue service excellence in the future.”

Dr. Stanley Kan, Director of Service Delivery

Hong Kong Airlines


Winner of the 2015 CRE Awards:
Best Customer Experience Management of the Year 2015 (Insurance – South Asia)

Customer Service Center of the Year 2015 (Insurance – South Asia)

People Development Program of the Year 2015 (Insurance – South Asia)

CRM Director of the Year 2015 (Insurance)

“Thank you Asia Pacific Customer Service Consortium for presenting us with these awards. We are committed to continue to make customer experience a business priority at AIA Malaysia. These awards not only inspire us to continue to innovate and push the boundaries in delivering an optimal customer experience, but the facilitation of knowledge-sharing by companies has also proven to be very useful. Once again thank you for this honour and the opportunity to be a part of these awards.”

Mr. Troy Barnes, Chief Customer Experience Officer

AIA Bhd.


Winner of the 2015 CRE Awards:
Global Support Services of the Year 2015 (Logistics)

Contact Center of the Year 2015 (Logistics – Under 300 Seats)

Customer Service Professional of the Year 2015 (Logistics – Contact Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“DHL Express Hong Kong has won the Contact Centre of the Year (Logistics – Under 300 Seats) and the Global Support Services of the Year (Logistics) for sixth and fifth consecutive year respectively. The awards are endorsements of our ‘Insanely Customer Centric Culture’ (ICCC) service philosophy which has been embraced by all employees of DHL Express Hong Kong. We are committed to developing people through comprehensive training and development programs to ensure that each and every employee at our contact center is able to provide exemplary customer service with Knowledge, Politeness and Helpfulness (KPH). The accolades reaffirm DHL’s commitment to being the ‘Provider of Choice’ for its customers and as the leading “Certified International Specialist” in the industry.”

 

 

 

 

 

Mr. Herbert Vongpusanachai, Senior Vice President & Managing Director, Hong Kong and Macau

DHL Express


Winner of the 2015 CRE Awards:
Best Customer Experience Management of the Year 2015 (Telecommunications)

Customer Experience Center of the Year 2015 (Telecommunications)

Customer Satisfaction Quality System of the Year 2015 (Telecommunications – Service Center)

“Far EasTone has adhered to the philosophy of "human centered, customer first" in managing our customer relations. Throughout these years, wowing the customers with impeccable services has always been the backbone of everything we do. With this core value in mind, we have evolved from "servers" attending to every detail to "consultants" providing professional advice to our users. This is the first time Far EasTone participated in the APCSC CRE Award. It is our great privilege to be named the winner of Best Customer Experience Management of the Year, Customer Experience Center of the Year, and Customer Satisfaction Quality System of the Year. These huge honors are living testament to the values our comprehensive service scheme have created for consumers and different stakeholders. We would like to extend our heartfelt gratitude to APCSC for providing an excellent platform for exchange of best practices. Far EasTone will continue to innovate beyond ourselves to fulfill our brand commitment: Closing the Distance!”

Ms. Yvonne Li, President

Far EasTone Telecommunications


Winner of the 2015 CRE Awards:
Corporate Social Responsibility Leadership of the Year 2015 (Banking)

Contact Center of the Year 2015 (Banking – Under 20 Seats)

“We are very honoured to be part of the prestigious and internationally recognised Asia Pacific Customer Service Consortium (APCSC) Award. Winning the ‘Contact Center of the Year (Banking – Under 20 Seats)’ award is a testament of RHB’s capabilities as a customer centric bank that delivers simple, fast and seamless experience to our customers. The Bank is also delighted to be conferred the ‘Corporate Social Responsibility Leadership of the Year (Banking)’ award, a recognition that reaffirms RHB as a financial institution who constantly looks at ways to nurture the future generations of where we operate in. These awards acts as a catalyst in providing our employees the motivation to excel further in delivering exceptional customer service excellence to all customers of RHB.”

Mr. Jason Wong, Country Head

RHB Bank Berhad Singapore


Winner of the 2015 CRE Awards:
Global Support Services of the Year 2015 (Telecommunications)

Customer Service Manager of the Year 2015 (Network Communications – Technical Center)

Customer Service Professional of the Year 2015 (Network Communications – Contact Center)

Merit - Customer Service Team Leader of the Year 2015 (Technical Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“We are honored and privileged to receive the ‘Customer Relationship Excellence’ Awards for 5 consecutive years. 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 CTG 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 ‘Customer First, Service Foremost’. 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 ‘China Telecom Global’.”

 

Mr. Li Qing, Vice President, Marketing

China Telecom Global Ltd

 


Winner of the 2015 CRE Awards:
Customer Relationship Marketing Service of the Year 2015 (Telecommunications)

Customer Satisfaction Quality System of the Year 2015 (Telecommunications – Contact Center)

Best Use of Technology of the Year 2015 (Telecommunications)

“Taiwan Star Telecom Co., Ltd. (T Star) aims to strive for customers’ best to deliver a seamless, courteous, and proactive customer service. We are deeply honored to have received the Customer Relationship Excellence Awards of Asia Pacific Customer Service Consortium two years in succession. It has been recognized for CRE Awards as the best customer service of telecom industry in Taiwan and awarded ‘Customer Satisfaction Quality System of the Year’. T Star was also named the winner of ‘Best Use of Technology of the Year’ and ‘Customer Relationship Marketing Service of the Year’, which demonstrated success in delivering a effortless and efficient customer experience through tech-enabled, self-service, and multi-channel communications. T Star will consistently be mobiling your world with the best cost-effective products and excellent and professional services through the innovative and intuitive system. Our mission is to create a better tomorrow than today.”

Mr. Cliff Lai, President

Taiwan Star Telecom Co., Ltd.


Winner of the 2015 CRE Awards:
Customer Experience Center of the Year 2015 (Airlines)

People Development Program of the Year 2015 (Airlines)

Merit - Best Customer Experience Management of the Year 2015

CRM Manager of the Year 2015 (Airlines)

Customer Service Team Leader of the Year 2015 (Counter Service – Service Center)

Customer Service Team Leader of the Year 2015 (VIP Lounge – Service Center)

Merit - Customer Service Team Leader of the Year 2015 (Service Center)

“I am honored to be selected as the winner of 2015 CRM Manager of the Year. I am very grateful to work with a wonderful team with very devoted staff. This year, we have five frontline staff received the Customer Service Team Leader of the Year winners and merits Awards. The award drives every one of us to do better every day and we always bear in mind the importance of delivering high quality customer services. We, the awardee will pass the company value, ‘PEOPLE’ and good customer services concepts to other staff and new joiners. We strive to ensure all travelers to enjoy a cozy, pleasant and delightful trip once they arrive at the Hong Kong Airport.”

Ms. Mandy Chan, General Manager

Hong Kong Aviation Ground Services Limited


Winner of the 2015 CRE Awards:
Contact Center of the Year 2015 (Telecommunications – Under 500 Seats)

People Development Program of the Year 2015 (Telecommunications)

“These awards show that customer service from 3 Hong Kong and Hutchison Global Communications is well received by the market. In line with our ‘Making Better’ philosophy, we have built a team that focuses sharply on customer needs and keeping up to speed with the latest trends. In fact, we have created a digital customer service platform in keeping with the way customers prefer to communicate nowadays and our ‘One team. One heart. Better Service from 3’ slogan. We will always be seeking to raise the bar in various areas such as network quality and service innovation in order to deliver an ever-improving customer experience.”

Ms.  Jennifer Tan, Chief Operating Officer

Hutchison Telecommunications Hong Kong Holdings Limited


Winner of the 2015 CRE Awards:
Customer Service Center of the Year 2015 (Logistics)

Customer Service Manager of the Year 2015 (Logistics – Service Center)

Customer Service Team Leader of the Year 2015 (Logistics – Service Center)

Customer Service Professional of the Year 2015 (Logistics – Service Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“DHL is honored that our focus on customer service is recognized by APCSC for the 7th consecutive year, not only as a company, but also for 4 of our Customer Service Agents who won the individual awards this year. This is a strong testimony of the Insanely Customer Centric Culture (ICCC) that we have been building across the organization. Consistent great service quality is the pivotal pillar of strong customer satisfaction. As a market leader in international logistics, we continue to invest in our people and empower them with training and tools so that they can consistently deliver their ‘best day every day’ to our customers.”

Mr. CHEE Yaw Chek, Managing Director

DHL Express Taiwan


Winner of the 2015 CRE Awards:
Best Internet+ of the Year 2015 (IT Service Innovation)

Online Customer Service of the Year 2015 (IT)

“Lenovo Service has won the ‘Customer Relationship Excellence Awards’ for three consecutive years. Here, we would like to express our appreciation to our customers and to Asia Pacific Customer Service Consortium for this encouragement and affirmation of the all time high quality services provided by Lenovo Services. Recent years, Lenovo launched some internet service products, such as Lenovo Service Review, for the purpose of letting customers to experience the internet style service further. This year, we will continue to carry forward our innovative spirit, deepen the internet service and fulfill our mission, in order to achieve an overall goal of providing our customers with a more professional, and more convenient service experience.”

Mr. Arthur Zhang, Consumer Service Delivery General Manager

Lenovo Services


Winner of the 2015 CRE Awards:
Corporate Employer of the Year 2015 (Property Development)

Employee Engagement Program of the Year 2015 (Property Development)

“It is our great honour to garner the ‘Employee Engagement Program of the Year (Property Development)’ and ‘Corporate Employer of the Year (Property Development)’ in 2015 International CRE Awards, a testament to the Group’s foresight and commitment to providing an engaging working environment to our staff members. New World Group strives to cultivate a caring culture by implementing employee-caring and family caring programmes. Believing that everyone can be an artisan, the spirit of ‘We Create, We are Artisans’ is infused into all of the Group’s different products and services. Every staff member shares the spirit and becomes an artisan to build the unique brand personality of New World Group. We shall continuously strive to create bespoke and innovative Human Resources initiatives for our staff members, so that they are always here to explore the artisanal journey with our customers.”

 

Dr. Adrian Cheng, Executive Vice-chairman and Joint General Manager

New World Development Company Limited


Winner of the 2015 CRE Awards:
Contact Center of the Year 2015 (Insurance – Under 20 Seats)

Customer Service Professional of the Year 2015 (Insurance – Service Center)

Merit - Customer Service Professional of the Year 2015 (Contact Center)

“We are delighted to receive the ‘Contact Centre of the Year – Insurance (Under 20 Seats)’ Award for the third consecutive year, which affirms our continued efforts to provide the highest standards of service to our customers. We endeavour to put our customers at the heart of everything we do and this accolade from APCSC will inspire us to work even harder to provide an unsurpassed experience to our customers across all their interactions with us. I would also like to congratulate two of our team members, Han Chong and Yishan, for their wonderful achievements in being honoured among the best customer service talents in the region."

Mr. Naveed Irshad, President and CEO

Manulife Singapore


Winner of the 2015 CRE Awards:
Integrated Support of the Year 2015 (Telecommunications)

Customer Service Team Leader of the Year 2015 (Network Communications – Technical Center)

Merit - Customer Service Team Leader of the Year 2015 (Technical Center)

“China Telecom Shanghai Network Operation and Maintenance Center (Global Customer Service Center) is always committed to providing the highest standard of communication services and excellent customer services to our customers. We are very honored to be selected as ‘Integrated Support of the Year (Telecommunications)’ for two 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 four 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 China Telecom Shanghai Network Operation and Maintenance Center, we will continue to enhance our services to meet or even to exceed our customers’ expectations.”

Mr. Shao Yang, Director of Global Customer Service Center

China Telecom Shanghai Network Operation and Maintenance Center


Winner of the 2015 CRE Awards:
Customer Service Center of the Year 2015 (Insurance – North Asia)

“It is a great honor to win the International Customer Relationship Excellence Awards. All my team members and me feel fully recognized for our hard work. We appreciate all support and trust from our customers, the event organizer, and especially the Chairman Jason. I’m sure the customer centric culture and service leadership will be strongly continued in AIA to further upgrade service with more convenience.”

Mr. Teh, Saw-wooi, GM

AIA Beijing Branch


 Winner of the 2015 CRE Awards:
Contact Center of the Year 2015 (Investment – Under 50 Seats)

Customer Service Team Leader of the Year 2015 (Investment – Contact Center)

Customer Service Professional of the Year 2015 (Investment – Contact Center)

“Fidelity has made a proactive effort to engage our customers to continually drive changes to achieve service excellence by embracing our vision ‘to deliver innovate clients solutions for a better future’. We are delighted to be the winner of the ‘Contact Center of the Year’ award from the Asia Pacific Customer Service Consortium. Not only does this award reaffirm our position as a market leader in the financial industry, it also reinforces our commitment to reach even further to deliver a truly world class customer experience.”

Mr. Kim Ping Luk, Head of Hong Kong DC Business

and Mr. Michael Fong, Head of Personal Investing and Retail Operations Asia ex. Japan

 Fidelity International


Winner of the 2015 CRE Awards:
High Speed Customer Service of the Year 2015 (Insurance)

“It is a great honor for China Taiping Insurance (HK) Company Limited ‘CTPI(HK)’ to win the High Speed Customer Service of the Year (Insurance), which recognizing CTPI(HK)’s determination and overcome on the quality of customer services enhancing. CTIP(HK) is a member of the China Taiping Insurance Group (‘TPG’), having been rooted in Hong Kong insurance market for more than 66 years with its prudent underwriting philosophy, well-established creditability and customer-orientated service. In recent years, by promising three-day approval on clinical claims, CTPI(HK) has improved the group medical claims services comprehensively and received high praise from the market and customers. Nowadays, through optimize company operation processes from quotation, underwriting, and claims, CTPI(HK) has enhanced its operational efficiency in an all – round way and provided customers and business partners more professional and faster insurance services. In the future, CTPI(HK) will continue improving its customer services standards, enriching the product categories, and establishing "the most unique and high potential boutique insurance company.”

Mr. Dong Shengxu, Deputy General Manager

China Taiping Insurance (HK) Company Limited

 

 

 


Winner of the 2015 CRE Awards:

Public Service of the Year 2015 (Public Utility – Call Center)

CEO of the Year 2015 (Public Utilities)

CRM Manager of the Year 2015 (Public Utilities)

“The Call Center for Shenzhen Gas is truly honored to be conferred our first APCSC Public Service of the Year Award. We would like to take this opportunity to thank our customers and the APCSC for their support. This award encourages us to continue our restless efforts to pursue perfection, innovation, and continuous improvement in order to provide the highest quality services. We will continue to uphold our service goal, ‘to respect with all our hearts, act with dedication, win with integrity, and deliver care with empathy,’ and to constantly improve ourselves to provide our customers with the best possible services.” 

Mr. Jiewen Wang, Vice President

 Shenzhen Gas Corporation Ltd


Winner of the 2015 CRE Awards:

Customer Service Center of the Year 2015 (Tourism)

“It is such an honour for the HKTB to be awarded the Customer Service Center of the Year (Tourism) for the first time by the Asia Pacific Customer Service Consortium. It acknowledges not only our vision for visitor service, but also the supreme teamwork we all take great pride in. I would like to credit our dedicated staff, our five well-located visitor centres and our concierge hotline, which supports visitor enquiries from over 100 hotels and shopping malls, for providing consistent, top-notch service. This award provides extra motivation for us to further enhance the scope and quality of our services. For instance, we extended our services to cover mobile chat apps earlier this year to allow more efficient handling of visitor enquiries, so that we can help all visitors enjoy a memorable stay in Hong Kong.”

Mr. Anthony Lau, Executive Director

Hong Kong Tourism Board (HKTB)


Winner of the 2015 CRE Awards:
Best Customer Experience Management of the Year 2015 (Insurance - Hong Kong)

“Zurich Insurance has always placed customers at the core of our value. We feel deeply honored in winning the Customer Relationship Excellence Awards for Best Customer Experience Management of the Year—a great recognition for our dedication and excellence in customer service. Our dedicated Propositions and Customer Experience team ensures everything we do is first and foremost, for our customers. A key highlight of the team’s customer-centric efforts includes our Transactional Net Promoter Score (T-NPS), where we continuously and instantly collect the Voice of Customer in order to further improve our services. Our commitment is also evident in our Customer Call Center, which is often the most important touchpoint to leave a lasting impression. And through digitalizing a number of our services, such as managing claims through our ‘Zurich HK’ mobile app and purchasing insurance solutions online, we cultivate a more connected and interactive relationship with them. With this award, we are ever-more encouraged to provide quality customer service in Hong Kong.”

Mr. Eric Hui, Chief Executive Officer, General Insurance Hong Kong

Zurich Insurance Company Ltd


Winner of the 2015 CRE Awards:

Best Customer Experience Management of the Year 2015 (Property Management)

“We are privileged to receive the International Customer Relationship Excellence Award under the category of ‘Best Customer Experience Management of the Year (Property Management)’ 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 committed to providing 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.


Winner of the 2015 CRE Awards:
CEO of the Year 2015 (Hospitality)

“I am very honored to be awarded this prestigious accolade for the second time, and I would like to extend my deepest gratitude to APCSC and the esteemed judging panel for bestowing upon me this honor again. The award is an important impetus for McDonald’s Hong Kong to drive customer service excellence. Over the past 41 years, we have always been adhering to our philosophy of ‘we place customers at the core of what we do’ and put our customers in the driver’s seat. Our newly opened McDonald’s Concept Restaurant in Admiralty showcases how we demonstrate ourselves as a modern, progressive burger company delivering a contemporary customer experience with the never stop evolving and innovating DNA of McDonald’s. Special thanks must go to my talented teams of people as the award stands to recognize their collective efforts of navigating the innovation landscape to uplift customer experience. Moving forward, we will continue to devote our best efforts to provide great food, great service, and great place to customers, being supported by great people.”

Ms. Randy Lai, Managing Director

McDonald's Restaurants (Hong Kong) Limited


Winner of the 2015 CRE Awards:
Entrepreneur CEO of the Year 2015 (Software)

“I am delighted to receive the ‘Entrepreneur CEO of the Year’ CRE award. I am very proud of Eptica’s achievements of the last 15 years, building a global reputation for the strength of our intelligent and collaborative digital customer engagement platforms which helps brands to respond more effectively to their customers. By receiving this award, it means that APCSC recognises our ability to help millions of individuals have meaningful conversations with businesses. At the ‘age of customer’, individuals are increasingly demanding greater engagement with organizations. At Eptica, our goal is to help organisations worldwide to put customer satisfaction at the heart of their strategy creating business value worldwide.”

Mr. Olivier Njamfa, President & CEO

Eptica


Winner of the 2015 CRE Awards:

Customer Service Manager of the Year 2015 (Banking – Contact Center)

Customer Service Team Leader of the Year 2015 (Banking – Contact Center)

Customer Service Professional of the Year 2015 (Banking – Contact Center)

“This is a significant recognition and a honour to win this prestigious award. This reaffirms our focus on making banking joyful for our customers by focusing on the customer journey. I want to take this opportunity to thank the Contact Centre team for their dedication, hard work and absolute focus on providing a joyful experience to our customers. Even with external recognition such as this and also the significant increase in compliments from our customers, the team is completely focused on how much more we can improve the service to our customers. Last but not least, I would like to thank APCSC for providing such a platform for the recognition.”

Mr. Nimish Panchmatia, Managing Director and Head of Technology & Operations, Hong Kong & Mainland China

DBS Bank (Hong Kong) Limited

 

 


Winner of the 2015 CRE Awards:
CRM Manager of the Year 2015 (Network Communications)

Customer Service Manager of the Year 2015 (Network Communications – Service Center)

“We are very pleased that two outstanding members of our CITIC Telecom CPC family have won the ‘CRM Manager of the Year’ and ‘Customer Service Manager of the Year (Service Center)’ awards. We are delighted to continue our momentum of winning recognition from APCSC for nine consecutive years. As a leading ICT solution partner in Asia Pacific, ‘Innovation Never Stops’ is always one of our key value pillars to attain even higher standards in our service level and solution offerings. With our experienced and dedicated team of service professionals supported by the company’s long-term motto of service excellence and customer-oriented strategies, we will continue to excel in the industry as the role model of world-class service and technology innovation.”

Ms. Christine Zee, General Manager of Customer Services & Support

CITIC Telecom CPC


Winner of the 2015 CRE Awards:
Customer Service Manager of the Year 2015 (Insurance – Service Center)

Customer Service Professional of the Year 2015 (Insurance – Contact Center)

Merit - Customer Service Manager of the Year 2015 (Contact Center)

“On behalf of Prudential, I offer my sincere congratulations to our customer service executives Joni Lau Tai Wai, Winzee Liu Wing Yee and Rachel Chung Pak Yan on winning these important awards. At Prudential, we place the highest priority on sustaining a culture of service excellence. For more than 50 years in Hong Kong, customers have entrusted their most valuable financial, retirement and health matters to our company, and we aim to respond to this trust with the highest levels of integrity, loyalty and service. The work of Joni, Winzee and Rachel in achieving these Customer Relationship Excellence awards sets a great example to financial services executives across Asia, and I thank them for their perseverance, dedication and achievement. I would also like to thank the Asia Pacific Customer Service Consortium for its tireless efforts in raising the benchmarks of professional customer service in the region and in allowing us this opportunity to demonstrate our leadership in service excellence.”

Mr. Derek Yung, CEO

Prudential Hong Kong Limited


 Winner of the 2015 CRE Awards:

Customer Service Manager of the Year 2015 (Entertainment – Service Center)

Customer Service Team Leader of the Year 2015 (Entertainment – Service Center)

“It is with great pleasure to win awards in the Customer Relationship Excellence Awards 2015. We are delighted that Retail Department has won the Customer Service Manager and Customer Service Team Leader (Entertainment) of the Year Awards. The effort that Retail Department of the Hong Kong Jockey Club has devoted to provide excellent service to exceed customers’ expectations has been recognized. I would like to take this opportunity to thank all members of the Retail Department for their great performance and tremendous support. Moving forward, we will continue to devote our best efforts to provide the best service to customers in all aspects.”

Mr. Gilbert Cheng, Head of Retail

The Hong Kong Jockey Club


Winner of the 2015 CRE Awards:

Customer Service Team Leader of the Year 2015 (Network Communications – Contact Center)

Customer Service Professional of the Year 2015 (Network Communications – Service Center)

“It’s a distinct honor for CEC to receive the CRE award for four consecutive years. We are proud that two members of our family have won ‘Customer Service Team Leader of the Year (Contact Center)’ and ‘Customer Service Professional of the Year (Service Center)’ this year. CEC is always dedicated to offering a comprehensive range of innovative solutions and services to customers. To achieve this, we strive to upgrade our offerings and technologies, optimize our operations standards and enhance our backend infrastructure and network coverage. Having said that, excellent servicing team is definitely a critical factor of our business success. Thanks again for every staff in the customer service team for understanding customers’ needs whole-heartedly, solving their issues enthusiastically and enhancing service levels innovatively. As a token of appreciation for our supporting customers, we’ll continue to devote ourselves to deliver best-in-class services for meeting their business needs.”

Mr. Layton Lok, Chief Operating Officer

China Enterprise ICT Solutions Limited (CEC)  


Winner of the 2015 CRE Awards:

Customer Service Team Leader of the Year 2015 (Retail Service – Service Center)

Customer Service Professional of the Year 2015 (Retail Service – Service Center)

“PolyVision is honored to have colleagues being awarded the ‘Customer Service Team Leader of the Year’ and the ‘Customer Service Professional of the Year’ (Retail Service – Service Centre) in our first participation of the 2016 Customer Relationship Excellence Awards. These awards are a recognition and encouragement to our professional team who are always committed to achieving an outstanding profession by their wholehearted dedication. Also thank to the support and appreciation from the general public, our five eyecare centres achieved a benchmark of serving over 180,000 patients in the past 10 years. PolyVision is committed to continually providing ‘Quality Eyecare Service’, promoting Comprehensive Eye Examination and taking good care of your eye health.”

Prof. George Woo, Director

PolyVision


Winner of the 2015 CRE Awards:
Customer Service Team Leader of the Year 2015 (Retail Service – Contact Center)

Customer Service Professional of the Year 2015 (Retail Service – Contact Center)

“It is an honor for Watsons Water to once again be recognized for our excellent customer service in the Asia Pacific region, accredited with ‘Customer Service Team Leader of the Year (Contact Center)’ and ‘Customer Service Professional of the Year (Contact Center)’ as part of the CRE awards organized by APCSC for the second year in a row. Watsons Water has been established for over 110 years in Hong Kong, delivering the utmost in quality products and services with our ‘We Care’ customer service mission. We are proud to receive the awards and will continue to bring excellent customer service.” 

Mr. Raymond Leung, Deputy General Manager

Carboy of Watsons Water


Winner of the 2015 CRE Awards:

Customer Service Professional of the Year 2015 (Transportation – Service Center)

Merit - Customer Service Professional of the Year 2015 (Service Center)

“Our sincere congratulations to Chief Captain Lim Yew Huat and Senior Bus Captain Pang Swee Yong on winning the Customer Service Professional of the Year (Service Center) award. The award is a recognition of their dedication and hard work in delivering outstanding service to our customers. We are proud of their achievement and hope that their win will be an inspiration to others.”

Mr. Gan Juay Kiat, CEO

SBS Transit


Winner of the 2015 CRE Awards:

Merit - Contact Center of the Year 2015

“We are honored to receive the CRE Award of TCL ONLINE SERVICES, which is not only for the overseas quality of our customer service, but also a great encouragement to our continuous innovation and improvement. Thanks to APCPC for providing such a world-class customer service benchmark that motivates us to have high standard and strict requirements to improve our organization, systems and resources. Observe our commitment to enhance the service experience, beyond customer expectations. we expect to be a benchmark for Chinese brands in overseas service in the future.”

Ms. Helen Xie, Manager

TCL ONLINE SERVICES


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