Guide to Customer Service Excellence (11) - Professionalism in Customer Service

Customer-focused organizations, customer service practitioners and the Government of Hong Kong Special Administrative Region (HKSAR) have been relentlessly driving service excellence in the past few decades. With ever-rising consumerism and customer expectations, coupled with keen competition in the maketplace. Service-oriented organizations and their staff need to strive for professionalism to sustain customer satisfaction and loyalty, and to expand their new customer base.

Thereforce, HKACE appointed Hong Kong Productivity Council (HKPC) in September 2005 to organize two workshops entitled "Professionalism in Customer Service" with the objective of understanding how to achieve professionalism in customer service. The ideas and survey findings collected from these workshops are summaried in this guidebook.

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