Message from Chairman

It is my great honour to serve as the Chairman of The Executive Committee of the Hong Kong Association of Customer Service Excellence (HKACE). I would like to take this opportunity to express my heartfelt gratitude to all of our Honourary Advisers, member organisations and partners. Your support and guidance is greatly appreciated.

The customer services industry must keep pace with the times. To ensure a better understanding of the circumstances of the industry in Hong Kong, we have conducted a survey which highlights the challenges and opportunities the industry has faced over the past year. The research found that both young job seekers and customer service employees perceive the industry as one that requires long working hours and considerable pressure. This has led to only 32% of young job seekers to consider working in the industry. This worrying result has pushed us to consider how we can improve our ability to not only acquire talent, but also to retain it.

HKACE will therefore place a lot of emphasis on the youth. We will work with our member companies to advocate customer service excellence by providing a platform for learning and sharing. We believe improvement can only be made by collaboration, and we hope all stakeholders from the industry can work together with unbounded enthusiasm and support.

Last year, we worked alongside with The Open University of Hong Kong, Y POWER and Centaline to launch The Youth Service Workshop, with the theme: “New attitude, Be yourself, Be happy”. The initiative aimed to promote a new service culture amongst youngsters. Celebrity guests and representatives of member organisations were invited to share their views and experiences with young people.

2017 represents the ninth consecutive year we have co-organised the “Youth Services Star” initiative with the Hong Kong Tourism Board and The Hong Kong Federation of Youth Groups. We are very grateful to our partners for providing mentorship support to the participants, which make the event all the more meaningful.

As a professional association specialising in customer service excellence, HKACE will consistently provide an opinion exchange platform for member organisations by hosting seminars, workshops and a variety of other activities. We will spare no effort in promoting the very best of customer service excellence in Hong Kong.

Algernon Yau
Hong Kong Association for Customer Service Excellence
July 2017