awards
About the Awards : Customer Service Excellence Award
 
a)
  Introduction
b)
  Objective
c)
  Types of Award
d)
  Eligibility
e)
  Confidentiality of Information
f)
  Benefits of Participation
g)
  Judging Panel


Introduction

The Hong Kong Association for Customer Service Excellence (HKACE) was established in February 2000 and aims to promote customer service excellence in Hong Kong. The Hong Kong Association for Customer Service Excellence has commissioned Hong Kong Quality Assurance Agency (HKQAA) as the Technical Consultant to develop and undertake the 2022 HKACE Customer Service Excellence Award.

All member companies are sincerely invited to join the awards program.


Objective

    •   To recognize outstanding customer service

    •   To motivate staff towards higher service excellence

    •   To promote a customer-oriented culture within all member companies


Types of Award

 Grand Award

 Team Award
      - Contact Centre Service
      - Counter Service
      - Field & Special Service
      - Internal Support Service

 Individual Award
      - Contact Centre Service
      - Counter Service
      - Field & Special Service
      - Internal Support Service
      - Top 10 Young Stars of the Year 

 Customer Care Award Award

 Digital Service Strategy Award

 Excellence in Envionmental, Social and Governance Award *New*

 Outstanding Customer Service Award

 People Development Award *New*

 Smart Service Award 


Eligibility

Grand Award

The Grand Award is to recognize the member company that has outstanding performance in all aspects of customer service strategies, excellent service delivery and implementation. This year the member company accumulating the highest points in all award categories according to the Table below will be entitled the Grand Award Winner and enrolment for this category is not required.


Team / Individual Award - Contact Centre Service

  • Non-face-to-face customer interaction, such as hotline, online chat and fax line, that is accessible to the general public
  • Contact centre services only for internal use or institutional client use are not eligible for nomination

Team / Individual Award - Counter Service

  • Face-to-face service of branch/office/centre operation offered and at the counter and at fixed premises managed by the member companies
  • The service should be accessible to the general public
  • Examples of Counter Service:
    • Service Centre
    • Retail Outlet
    • Restaurant
    • Teller Service

Team / Individual Award - Field & Special Service

  • Face-to-face service which is not delivered at the fixed premises managed by the member companies
  • The nominations may cover services provided to corporate clients
  • Examples of Field & Special Service:
    • Agency service
    • In-flight or bus service
    • Emergency service team
    • Repair and maintenance service
    • Installation service
    • Delivery services
    • Personal financial service

Team / Individual Award - Internal Support Service

  • Internal service supporting the operation of Contact Centre Service, Counter Service, Field & Special Service or other front-line service to customers
  • Preferably with contribution in achievement of customer service excellence
  • Examples of Internal Support Service:
    • Training or Human Resources
    • IT
    • Depot
    • Maintenance
    • Logistics
    • Any department and any team of the department that support the operation of Contact Centre Service, Counter Service or Field & Special Service  

Individual Award - Top 10 Young Stars of the Year

  • Frontline or supervisory staff who are 18 years old or above and below 30 years old

Outstanding Customer Service Program Award

  • The program should focus on initiatives that promote customer service excellence through serviceimprovement in the award year or the previous year
  • The program that best incorporates effective program management will receive priority in the overall selection process
  • The program should include a performance measurement system pretaining to how the company measures the program's effectiveness

Customer Care Award

  • The program shoulfocuonew services/initiatives that bring customers peace of mind and a sense of care in the award year or the previous 3 years
  • The program should include a performance measurement system pertaining to how the company measuresthe programeffectiveness

Excellence in Environmental, Social and Governance Award (New)

  • The program shoulfocuothe company makes a positive impact in the area of Environmental, Social and Governance in the award year or the previous 3 years
  • The program should include a performance measurement system pertaining to how the company measuresthe programeffectiveness in the below three areas
  • Environment (considering an organisation’s sustainability practices – for example energy use, waste, pollution, and/or consumption of natural resources)
  • Social (considering an organisation’s relationships with employees, suppliers, customers, and the communities where it operates – for example in human rights and protecting consumers)
  • Governance (considering an organisation’s ethics, management, executive pay, audits, transparency, internal controls, and shareholder democracy)

Digital Service Strategy Award

  • The program should focus on the companies developing digital strategies that deliver the service more effectively in a diverse environment in thaward year or previous years
  • The program focusses on two aspects:
    (1) 
    External ~ Any IT/digital technology or platform for the customer that delivers the service more effectively and addresses customer needs
    (2) Internal ~ Any IT/digital technology or platform for staff/internal user enabling smoother service to achieve customer satisfaction.
  • The program should include a performance measurement system pertaining to how the company measures the program’s effectiveness

People Development Award (New)

  • The program shoulfocuothe company has implemented a proactive and People Development Program for their employees in the award year or the previous 3 years
  • The program should demonstrable business impact and performance improvement for the company and how its benefit to customer. 

Smart Service Award

  • The program should focus on any innovative and creative initiatives to promote new service experiences and drive customer service excellence in the award year or previous 3 years
  • The program should include a performance measurement system pertaining to how the company measures the program’s effectiveness


Confidentiality of Information

All information supplied for the purpose of assessment of the Award will be treated in strict confidence and will not be released without the applicant’s permission.


Benefits of Participation
  • Award winner is recognised as an excellent customer service provider, thus raising the profile of the respective company in the industry.
  • Award winners will receive a trophy or a certificate.
    Grand Award: One Winner
    Team Award, Program-based Award and Individual Award, each category consists of five awards: Gold, Silver, Bronze and Merit Awards.
    Top 10 Young Stars of the Year: Top 10
  • Promotional material will be printed to publicize winners’ achievements.
  • Award winners can use the award logo for promotional purposes*.

* For the logo usage, HKACE reserves the right of final approval
  Download the HKACE Award Logo and the logo usage guidelines


Judging Panel
  • Consisted of HKACE advisors and independent customer service professionals.