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