Introduction

In line with the mission to promote customer service excellence among members, the HKACE introduced the Customer Service Excellence Award program in 2001 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 promote a customer-oriented culture within all member companies
• To facilitate best-practice sharing between member companies

Types of Award

There are 9 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 5 Young Stars of the Year 

 Outstanding Customer Service Award

 Customer Care Award *New*

 Service Leadership Award *New*

 Digital Service Strategy Award *New*

 Anti-epidemic Customer Service Excellence Award *New*

 Smart Service Award *New*

Eligibility

Grand Award

• Grand Award is to recognize the member company that has outstanding performance in all aspects of customer service strategies, excellent service delivery and implementation. 
• The member company accumulating the highest score in all award categories will be entitled the Grand Award Winner.

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 5 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 service improvement in the award year or the previous 3 years
• 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 should focus on new 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 measures the program’s effectiveness
  
  

Service Leadership Award

• The program should focus on the companies introducing any strategies/ initiatives for driving customer service excellence, inspiring teams to invent new possibilities to stay ahead of the curve and build momentum for the industry 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
  
  

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 the award year or previous 3 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
  
  

Anti-epidemic Customer Service Excellence Award

• The Program should focus on the companies that have implemented effective and innovative anti-epidemic measures in response to the epidemic while continuing to provide excellence customer service in 2020.
• The program also focusses on the implementation of prevention measures during the
• epidemic to safeguard the health and safety of consumers and staff
• The program should include a performance measurement system pertaining to how the company measures the program’s effectiveness
  Remarks:  This Award is only applicable for 2020
   

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

• 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 5 Young Stars of the Year: Top 5
• 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

• Consisted of HKACE advisors and independent customer service professionals.