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


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Awards Categories

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For Corporate and Service Providers

DHL Express (Hong Kong) Limited

 

- Global Support Services of the Year 2016

(Logistics – North Asia)
- Best Customer Experience Management of the Year 2016 (Logistics)
- Contact Center of the Year 2016

(Logistics – Under 300 Seats)
- Customer Satisfaction Quality System of the Year 2016 (Logistics – North Asia)
- Customer Service Analyst of the Year 2016

(Logistics – Contact Center)

 


 


 

Hutchison Telecommunications

Hong Kong Holdings Limited

 

- Best Customer Experience Management of the Year 2016 (Telecommunications – Contact Center)
- Contact Center of the Year 2016

 (Telecommunications – Under 500 Seats)
- Online Customer Service of the Year 2016

 


2016 Customer Relationship Excellence Winner Statement:

 “We are truly honored to receive four CRE Awards this year, as it validates DHL’s commitment in providing great service quality. Deeply rooted in Hong Kong for the past 45 years, our reputation as the Provider of Choice rests on our team of Certified International Specialists that embraces our Insanely Customer Centric culture, and is wholeheartedly committed to service excellence and customer satisfaction. We will continue to drive highest service quality and work towards our goal – ‘Excellence. Simply delivered’.”

Mr. Herbert Vongpusanachai

 Senior Vice President & Managing Director

 Hong Kong and Macau of DHL Express

 

“Scooping the International Customer Relationship Excellence Awards with the ‘Contact Centre of the Year’ title for another year, and the ‘Best Customer Experience Management of the Year’ and ‘Online Customer Service of the Year’ titles for the first time, is a recognition of 3 Hong Kong and HGC’s exemplary customer service. These accolades, rewarding our teams’ efforts in moving with the times, are great encouragement to the company which puts customers first and is dedicated to providing customers with convenient and caring services both online and offline via a diverse and innovative digital customer service platform. We will continue to enhance network quality and service standards to deliver an unparalleled customer experience.”

 

Mr. Cliff Woo

Executive Director and Chief Executive Officer of HTHKH

Customer Relationship Excellence – Outstanding Achievement
Organizations that have a world-class customer support infrastructure, continuous improvement of customer satisfaction and relationship excellence will be awarded the Outstanding Achievement Award. This is in recognition of their superior and unparalleled service to their customers and their contribution to the success of the organization. Please kindly note that in order to apply for the “CRE Outstanding Achievement” you will need to enroll in at least 3 other corporate categories to ensure comprehensive assessment to reflect the Outstanding Achievement.

 

Corporate Social Responsibility Leadership of the Year

Organizations who have demonstrated leadership in corporate social responsibility achievements will be awarded with recognition on their commitment to actively engage and consult with stakeholders for positive impact on the society through innovation, transformation , and social contributions including but not limited to the fulfillment of CSR through socially-minded products, services, and supply chain; voluntary business and non business services; integration of social responsibility activities and core businesses; well implemented CSR strategies to ensure the sustainable long term growth and development of both the business and the society. Applicants need to apply for at least 1 additional CRE Awards Corporate Category in order to apply for the Corporate Social Responsibility Leadership of the Year.

 

Corporate Environmental Leadership of the Year

Organizations who have demonstrated leadership in environmental management achievements will be awarded with recognition on their commitment to support responsible environmental practice, including but not limited to environmentally sustainable practices company-wide, water conservation; paper, carbon and waste reduction, energy efficiency, green management and employee awareness training, development of environmentally friendly production techniques and products, usage of environmentally friendly materials to ensure the sustainable long term growth and development of both the business and community. Applicants need to apply for at least 1 additional CRE Awards Corporate Category in order to apply for the Corporate Environmental Leadership of the Year.

 

Corporate Employer of the Year

Organizations who have demonstrated the provision of a workplace with a positive reputation among its staff as a great place to work will be awarded with recognition on their higher level of performance, greater workforce stability, and the level of continuity that assures preservation of the knowledge base, customer loyalty, employee satisfaction and profits. Recognized organizations should be able to attract and retain top talents, and hence enjoy a substantial advantage over their competitors who suffer higher staff turnover. Successful finalists will have the knowledge, experience, resiliency, and power to respond quickly to the marketplace, deliver what customers want both more efficiently and effectively, and win more business and maintain high levels of customer service and loyalty. Applicants need to apply for at least 1 additional CRE Awards Corporate Category in order to apply for the Corporate Employer of the Year.

 

Best Clubhouse of the Year

Management companies that consistently provide excellent clubhouse services and high quality facilities with excellent service environment for their customers, club members, VIP guests in the estates, leisure, entertainment, hotels and resorts, will be awarded recognition. Recognized clubhouse teams should provide excellent and comprehensive services including hospitality services through restaurant, banquet or event services; leisure services through recreational and sports facilities. The management of clubhouse staff quality, training, facilities and services diversity, clubhouse design, landscape and environment will be taken into consideration.

 

Best Customer Experience Management of the Year
Companies in the retail, tourism, department stores and hotels who are consistently providing interactive and friendly customer service through face-to-face, internet, telephone and different touch points to create excellent customer experience will be awarded recognition. In addition, service encounter, service culture, team spirit, product knowledge, service design and customer service best practices will be taken into consideration.

    

Best Internet+ of the Year
Organizations who are using Internet+ strategy for business model innovation, driving innovative service experience, and advancing the evolution of service economy, will be awarded recognition on their contributions in improving the productivity through Internet thinking, carrying out excellent customer interaction, contact, service support, delivery, sales and marketing promotion, and enhancing customer satisfaction, brand and product awareness as well as customer loyalty through the extensive network platform. In addition, response time, intelligent services, knowledge management, social media, mobile Internet usages will be taken into consideration together with their business and operation models, innovation, experience ecosystem development.
 

Best Shopping Experience of the Year (New)
Best Shopping Experience of the Year Companies in the retail, shopping centers, malls, tourism, chain stores, department stores, and online to offline (O2O) eCommerce sites that are delivering excellent customer experience, and high quality services with excellent service environment for their customers will be awarded with recognition on their contributions and outstanding achievement in providing excellent and comprehensive services including loyalty programs, marketing promotion, exhibition, hospitality, leisure, entertainment services and facilities. In addition, innovation, response time, intelligent services, knowledge management, social media, mobile Internet usages, and experience design will be taken into consideration together with the assessment of the customer satisfaction and loyalty, brand and product awareness as well as customer loyalty.

 

Best Social Media Program of the Year
Organizations who are utilizing social media as a strategic channel for excellent customer interaction, engagement, service support, marketing and sales promotion will be awarded recognition on their contributions in improving customer satisfaction, brand or product awareness, and customer loyalty in the social media community. In addition, response time, self-services, knowledge management and use of social media application and smart phones will also be taken into consideration in marketing impact, usability, scalability, and viral nature of their social media program.

 

Best Use of Knowledge Management of the Year
Companies who apply and adopt effective and systematic knowledge management discipline, program, systems and process that add value to the Customer Service professionals in supporting the customers and create sustained Customer Relationship and affiliation with different segments of the customer base will be awarded recognition.

 

Best Use of Technology of the Year
Companies who have made the best use of technologies and information systems as a core strategy of their commitment to elevate the overall system efficiency, resources management and Customer Experience and Service quality will be awarded recognition. In addition, connectivity, integration, harmonization, and management of these technologies will also be taken into consideration.

   

Contact Center of the Year
Contact Centers that provide superior services through telephone, fax, email, online chat, etc., and utilize innovative methods, metrics and ideas to provide quality support to their customers with strong business performance will be awarded recognition. Internal management of the Contact Center, creative staff incentive programs and telemarketing strategies will also be taken into consideration.

Customer Service Center of the Year
Customer Service Centers that provide superior face-to-face services to their customers as well as their service environment in which customers are supported with high quality services will be awarded recognition.

Customer Experience Center of the Year

Companies who have invested and operated outstanding customer experience centers or flagship stores with state of the art facilities, customer oriented design, and interactive technologies to show case their innovative products and services branding, together with professional consultants and service ambassadors to help each customer resolve problems, identify the best solutions meeting their personal requirements, and consistently achieve excellent customer experience feedback, word of mouth, and customer loyalty, will be awarded recognition. In addition, service encounter, service culture, team spirit, product knowledge, and customer service best practices will be taken into consideration.

 

Employee Engagement Program of the Year

Organizations who actively engage and motivate their employees creatively through leadership effectiveness, corporate and employee communications, learning and growth development, or corporate social responsibility community programs to achieve high performances in service delivery and quality, operational efficiency and productivity, employee engagement survey and feedback, and customer satisfaction and loyalty, will be awarded recognition.  In addition, motivated employees will often lead to better team work, lower absenteeism and staff turnover rate, and build a strong customer centric culture and supportive work environment.

 

Customer Engagement Program of the Year

Organizations that have embraced customer engagement, interaction and implemented service campaigns, solutions and programs that won customers’ word of mouth and receive suggestions, will be awarded recognition on their efforts in developing creative, innovative and compelling new ways to engage customers through different channels, i.e., in-store, online to offline, mobile, traditional and social media, etc., taking the initiative to deliver improved experience achieving business success.
 

Customer Relationship Marketing Service of the Year
Companies who offer effective relationship marketing programs, sales and service execution teams and execution teams that continue to offer sustained customer relationship and affiliation with different segments of the customer base to achieve business goals and customer relationship excellence will be awarded recognition.

Corporate Service of the Year
Corporate Service deals with internal or intra-office functional services offered across departments in the company including but not limited to finance and accounting, human resources, legal council, sales, marketing and communications. Large scale support teams providing excellent service on a particular corporate service will be awarded recognition on their efforts in building customer-centric value at the forefront of their mission

Customer Loyalty Program of the Year
Companies who provide successful loyalty programs for their customers will be awarded the recognition for their design, value, incentives and beneficial content. In addition, overall management of the loyalty program will be evaluated together with logistical aspects of the program.

Customer Satisfaction Quality System of the Year
Companies who regularly monitor their customer feedback and use this feedback to implement corrective actions will be awarded recognition on their efforts in placing customer satisfaction as an important aspect of their service performance.

Field Support of the Year
Companies who are providing excellent field support services will be awarded recognition on their efforts in providing operational, maintenance, installation, repair, engineering and technical services on the field that fulfill the requirements and enhance satisfactions of the clients efficiently at the field.

Global Support Services of the Year
Global support organizations that are providing excellent global support to their customers will be awarded in recognition for their seamless global and regional coordination, support around the globe, multi-site systems and multi-language capabilities.

High Speed Customer Service of the Year
Companies who have high volumes and/or make outbound calls will be awarded recognition for their efficiency and ability to serve customers. Response times and first call resolution rates will be a primary consideration as part of the assessment process.

Innovative Technology of the Year
Service providers and vendors who have engineered innovative technologies and solutions including but not limited to FinTech, Digital, Cloud, CRM, Big Data, eCommerce, etc., which have improved the delivery of convenient products and services with the enhancement of customer experience and service, will be awarded recognition for their efforts and contribution to Customer Relationship Excellence.

Integrated Support of the Year
Organizations who work together as an integrated team to deliver World-Class support to their customers will be awarded recognition. These include, but are not limited to, Help Desks, IT Support, Key Accounts Management, Marketing, Customer Service Department, Internal Support Teams etc. 

 

Mission Critical Support Service of the Year
Companies that are providing mission critical support services that require an extraordinary degree of reliability, sustainability and availability will be awarded recognition including but not limited to internet cyber security, utilities power supply, data centers, mission critical systems, etc. In addition, the scope of the services provided, the level of knowledge required, the response time to customer requests, contingency measures and disaster recovery processes will all be key areas of assessment. Companies will have to demonstrate their ability to handle and solve the most complex problems, highlighting the importance of the business impact to their customers.

 

Online Customer Service of the Year

Companies who provide online services to customers through the internet and online technologies as a strategic channel and solution for excellent service and support will be awarded recognition on their efforts in providing an easy-to-use web services including but not limited to customer service, ICT support, HR, sales, CRM related functions.

Outsourcing Service of the Year
Companies who are providing excellent outsourcing services will be awarded recognition on their efforts in supporting their clients' customers. Internal management, creative staff incentive programs, training, quality assurance and effective telemarketing also will be taken into consideration.

People Development Program of the Year
Companies who have implemented a comprehensive staff training and development program will be awarded the recognition on their efforts in elevating the quality, competence and standards of their Customer Service professionals. In addition, companies who provide retention and channels for career development programs will also be taken into consideration.

Public Service of the Year

Public services that improve efficiency, transparency, accountability, responsiveness, and delivery of services; foster participation in policy making decisions through innovative mechanisms from the public organizations, education, government agencies at national or sub-national level, and public-private partnerships.

 

For Individuals
CEO of the Year
The nominee must have demonstrated vision and leadership in building the organization with strong customer loyalty, superior brand and strong financial performance with customer centric culture. This includes ongoing strategies and continuous initiatives where the nominee's visions, business insights, leadership to communicate and inspire have guided his or her organization to a new level of growth, achievement and public recognition.

Entrepreneur CEO of the Year
The nominee must have demonstrated entrepreneurial vision and leadership in building the start up organization with strong customer loyalty, superior brand and strong performance with customer centric culture. This includes creative strategies and continuous initiatives where the nominee's visions, business insights, leadership to communicate and inspire have guided his or her organization to a successful organization with continued growth, achievement and public recognition.

CRM Director of the Year
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by making the best use of CRM strategies, development programs and use of technologies. This includes specific campaigns or initiatives where the nominee's leadership and visionary insight, commitment, skills and ability have guided his or her department to a new level of service quality and customer loyalty.

CRM Manager of the Year

The nominee must have demonstrated a solid commitment to elevating and raising the service and quality standard, and leading his or her team as well as motivating and providing guidance to the team for achieving the CRM program objectives and business results.  The nominee must also implement and manage various CRM initiatives and programs, i.e., Customer Experience Management, Customer Retention and Loyalty, Relationship Marketing programs for increasing customer loyalty, satisfaction, and revenue contribution in emphasizing the value of Customer Relationship Excellence throughout the organization by leading his or her team on the path to success.

 

Project Manager of the Year (New)

The nominee must have demonstrated a solid commitment to elevate and raise the standard of Customer Service throughout the organization by developing and managing strategic projects, including but not limited to IT systems, business integration, solution delivery, quality and process streamlining. 

The nominee must succeed in managing project schedule and cost control, project scope, risk and performance evaluation by using appropriate management techniques and software tools.  In addition, the nominee must show proven project results in improving customer satisfaction, business performance, productivity, and ROI for Customer Relationship Excellence throughout the organization by leading his or her team on the path to success.

 

Customer Service Manager of the Year
Ø Contact Center

Ø Service Center

Ø Technical Center

Ø Training & Development (T&D) Center
The nominee must have demonstrated a solid commitment to elevating and raising the standard of services provided to customers through service delivery of the Customer Service Center, IT, Help Desk, Onsite Site, Field Support, Contact Center, or Retail networks, etc. This includes management skills in people, training, coaching, and performance, communications that have been demonstrated to the customers and his or her team/department as well as contribution in emphasizing the value of Customer Relationship Excellence throughout the organization by leading his or her team on the path to success.

Customer Service Analyst of the Year

Ø Contact Center

Ø Service Center

Ø Technical Center

Ø Training & Development (T&D) Center

The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by contributing in-depth analysis and insights on customer behaviors, complaints, satisfaction, loyalty, as well as operation, manpower planning, cost to serve, and benchmarking, etc., in order to uplift the service quality, business performance, productivity, and ROI of the business unit.

 

Customer Service Team Leader of the Year

Ø Contact Center

Ø Service Center

Ø Technical Center

Ø Training & Development (T&D) Center
The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service throughout the organization by demonstrating leadership and guiding his or her team on the path to success in Customer Relationship Excellence. The nominee must also be well versed in communication, best practices, demonstrating excellent skills in middle management, and people coaching and training.

 

Customer Service Professional of the Year

Ø Contact Center

Ø Service Center

Ø Technical Center

Ø Training & Development (T&D) Center

The nominee must have demonstrated a solid commitment to elevating and raising the standard of Customer Service provided by the organization. In addition, he or she must have demonstrated exceptional Customer Service skills, knowledge, and a passion for ensuring customer satisfaction is achieved or exceeded at each and every contact.

 

Additional notes on the sub-categories:

Ø     Contact Center sub-category refers to operations and working environment in the call centers or contact centers.

Ø     Service Center sub-category refers to operations and working environment in the face-to-face counter service centers, retail networks, or shopping centers, etc.

Ø     Technical Center sub-category refers to operations and working environment in the IT systems, helpdesk, field support, or technical support services operations.

Ø     Training & Development (T&D) Center sub-category refers to operations and working environment in the corporate training, coaching, career development, or HR services operations, etc.

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