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

In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2002 with an aim of motivating customer service staff, recognising outstanding performers and promoting a customer service culture with member companies.


Objective

  • To provide additional incentive for member companies and their staff to achieve excellent customer service standards in their respective areas
  • To help promote a customer-oriented culture within member companies
  • To facilitate best-practice sharing between member companies


Types of Award

There are 6 types of award:

 Grand Award

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

 Individual Award
      - Contact Centre Service
      - Couner Service
      - Field & Special Service
      - Internal Support Service

 Outstanding Customer Service Program Award

 Service Appreciation Award

 Service Innovation Award


Eligibility

Grand Award

This Award is open to all member companies that function as a business entity. The company must have a clear scope of service and brand that operates in Hong Kong and able to identify all customer interaction points with both mass public and institutional customers.

Team / Individual Award - Contact Centre Service

  • Non face to face customer interaction, such as hotline, web 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 inside 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, Shop Assistant

Team / Individual Award - Field & Special Service

  • Face to face service which is not delivered at the fixed premises managed by the member companies
  • Examples of Field & Special Service:
    • Agency service
    • In-flight or bus service
    • Emergency service
    • 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, Counter, 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, HR, IT, Depot, Maintenance, Logistics, or any department and any Team of the department that support the operation of Contact Centre, Counter or Field & Special Services

Outstanding Customer Service Program Award

  • The program should focus on initiatives that promoting customer service excellence in the award year or recent 3 years
  • The program that incorporates effective customer service initiatives will receive priority in the overall selection process
  • The program should include a measurement system pretaining to how the company measures the program's effectiveness

Service Appreciation Award

  • The service appreciation program should focus on promoting the appreciation culture of customer and community group or employee and other stakeholder group of the organisation
  • The program should include effective approach to drive positive morale among the target groups

Service Innovation Award

  • The program should focus on initiatives that promoting new service experience through service innovation, creativity or new technology adoption in the award year or recent 3 years
  • The program should include a measurement system pertaining to how the company measure 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 consists of three award winners: Gold, Silver and Bronze. Other awards, such as Team Award, Program-based Award and Individual Award, each category consists of five awards: Gold, Silver, Bronze and Merit Awards.
  • Award winners can use the award logo for promotional purposes for up to 2 years*.
  • Promotional material will be printed to publicize winners’ achievements.

* For the logo usage, the Organizer reserves the right of final approval


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