from Government Organizations & other Associations
Secretary for Commerce and Economic Development, Government of Hong Kong Special Administrative Region (HKSAR)
Mr Edward Yau Tang-wah, GBS, JP
Secretary for Commerce and Economic Development, Government of the Hong Kong Special Administrative Region
Secretary's Office - 1998
Government of the Hong Kong
Special Administrative Region
over 84% of Hong Kong's economy. As we move higher up the value-added
chain, we need to find new ways to create value in order to sustain
our economic growth. So the quality of our services is becoming
like beauty, is in the eye of the beholder-and that means the
customer. Discerning customers today look for personable front-line
staff, speedy delivery, serious after-sales service, sensitive
responses to customer comments, and above all, better value for
money. By providing quality service that meets-or better still,
exceeds-customer expectations, we will be able to forge ahead
despite the mounting competition.
importance to the economy of a commitment to quality, the Government
is doing all it can to nurture and promote a service culture.
I note with great pleasure that our efforts are receiving an encouraging
response from the community and that a number of reputable Hong
Kong enterprises are pooling their resources to improve service
of the Hong Kong Customer Service Consortium once again exemplifies
the kind of public-private partnership that makes Hong Kong tick.
I salute the efforts by all the program founding members and wish
the Consortium every success in its future endeavors.
and Industry Bureau - 1998
Kong Trade Development Council - 1998
Hong Kong Trade Development Council
services sector is among the most developed in Asia. The performance
of Hong Kong service industries is remarkable and the quality
of services provided has been recognized as one of the highest
in the world. Hong Kong is also the ninth-largest exporters of
services in the world. The rapid evolution of Hong Kong from a
manufacturing to a services economy makes it increasingly important
for the Hong Kong Trade Development Council to develop its resources
both in Hong Kong and across its branch offices network worldwide
to promote the territory's services strengths.
economic future is inextricably linked to the development of the
services sector, the Hong Kong Trade Development Council is fully
committed to supporting the industry's efforts to upgrade the
standards of service. The establishment of the Hong Kong Customer
Service Consortium marks a significant step towards this end.
I have no doubt that the Consortium will continue its endeavors
in this regard in the years ahead. I wish the Consortium and its
program founding members every success in the future.
Kong Tourist Association - 1998
Hong Kong Tourist Association
As the body
responsible for marketing Hong Kong as a travel destination, the
Hong Kong Tourist Association is very much aware of the importance
of courtesy and high standards of service in the community. Some
12% of Hong Kong's workforce work directly or indirectly in the
tourism industry and a wide range of Hong Kong's businesses are
on the "front line" as far as visitors to the territory are concerned.
For example, our retail, entertainment and hospitality industries
are all heavily involved in and, to a certain extent, reliant
And the increased
sophistication of the modern traveler means that he or she expects
exceptional standards of service from all elements of his or her
chosen destination. In addition, word-of-mouth recommendation
is fast becoming one of the most influential elements in choosing
a travel destination. This is why it is doubly important that
Hong Kong acquit itself exceptionally in this area. Making our
visitors feel welcome, being a good host and offering outstanding
customer service will bring benefits to all sectors of our community.
Financially, tourism is one of the cornerstones of Hong Kong's
economy, being one of the territory's largest earners of foreign
exchange. The industry is also one of Hong Kong's largest employers,
as well as a provider, indirectly, of a wide range of facilities
and attractions that are enjoyed by local residents as well as
role means that the health of the tourism industry is important
to everyone in Hong Kong. And everyone in Hong Kong has a part
to play in ensuring that the industry goes from strength to strength.
Increasingly, Hong Kong's companies are realizing the potential
long-term benefits of excellent customer service and working together-in
such groups as the Hong Kong Customer Service Consortium (HKCSC)
- to further improve standards in this area. The HKTA supports
all such initiatives and, through its own programmes, works hard
in cooperation with a wide range of other relevant bodies to encourage
the entire Hong Kong community to recognize the importance of
tourism, and strives to ensure that this awareness has an effect
on and becomes a part of everyone's daily life. I wish the HKCSC
the very best of success in their work and look forward to working
closely with the Consortium in the near future.
Council welcomes the decision of the Consortium Members to establish
a forum where they can work together to improve the quality of
service to consumers through the exchange of ideas and information
and through joint research projects.
the companies concerned on their initiative in setting up the
consortium, which we hope will be an example to other companies,
who could benefit consumers and themselves by setting up similar
Kong Retail Management Association - 1998
Hong Kong Retail Management Association
has always been one of the most favorite shopping destinations
as well as a frequent destination for business travelers around
the world. The supreme range of products and services available
here makes Hong Kong a true universal shopping and business centre.
The Hong Kong
Retail Management Association has always been at the forefront
in promoting the importance of quality service within the retail
sector. 'Quality Service' is no longer a luxury but a necessity
that allows businesses a competitive edge to succeed and is a
component of our business that clearly awards attention. It is
important to extend such awareness and to encourage the continuation
of service excellence beyond retail boundaries to all the service
industries in Hong Kong.
is delighted that more businesses and individuals are devoting
their efforts towards promoting and improving Hong Kong's service
standards and in coming together for a common cause. I congratulate
the Hong Kong Customer Service Consortium on their inauguration.
Let's join forces to promote this message of Service Excellence
and in achieving the highest service standards for Hong Kong.
On behalf of the Hong Kong Retail Management Association, I wish
the Consortium every success in the years ahead.
Customer Service Institute of Australia
Customer Service Institute of
Thank you for
the opportunity once again to be an adviser to your very
prestigious Customer Relationship Excellence Awards. We have had
a tremendous association with the Hong Kong Customer Service
Consortium and the Asia Pacific Customer Service Consortium and
have seen the quality of awards submissions and organizations
recognized improve every year. We value our association with the
Hong Kong Customer Service Consortium and the Asia Pacific
Customer Service Consortium, as joint foundation members of the
International Council of Customer Service Organizations and with
the Customer Service Institute of Australia. We congratulate you
on your 10th Anniversary and look forward to many more years
promoting service excellence around the globe.
University of Hong Kong
Prof. George Huang
Department of Industrial and Manufacturing Systems Engineering
The University of Hong Kong
Congratulations on the 10th anniversary of HKCSC and APCSC for
their dedication in customer service research and practice, CRM
benchmarking and promotion of Customer Relationship Excellence
and Customer Service Quality Standards in international cities
in Asia. Together with founding members from different
industries, I have been very pleased to work on the Customer
Service Research Consortium Program at Hong Kong University. I
am also pleased to note that many of the research topics have
created excellent impact to improve customer service quality and
management in many organizations and business units. I look
forward to more collaboration with APCSC with development
programs to enhance the service economy worldwide!
Help Desk Institute Japan
CEO of Help Desk Institute Japan
Congratulations to APCSC on her 10th anniversary. APCSC has gone
through a remarkable period of success in promoting service
excellence and quality standards in the Asia Pacific. It is my
honor to be an adviser and member of the 2007 Customer
Relationship Excellence Awards panel of judges. Please also
accept my sincere congratulations upon Customer Relationship
Excellence Awards Winners. In addition, thank you very much for
inviting me to speak and participate in the APCSC CRE & CSQS
Summit and the CRE Awards dinner ceremony. These events were
very productive in knowledge sharing and wonderful learning
opportunities for all international support professionals. HDI-Japan
is cooperating with APCSC to enhance the support service
industries in Asia Pacific continuously.