Customer Relationship Excellence Awards

 

International Customer Relationship Excellence Awards and

China Customer Relationship Excellence Awards

are Now Open to Nomination and Application! (NEW!)

REGISTRATION / NOMINATION

For more information, please refer to

International CRE Awards website

China CRE Awards website

China Sourcing Summit Press Release

 

International CRE Awards Dinner Ceremony Highlight

 

2017 CRE Awards Winners Corporate & Individual Photo

Hong Kong, China – June 15th, 2018 – At the 2018 International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2017 Customer Relationship Excellence Awards (CRE Awards)They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS),  public webvoting and a final round of judging by a panel of customer relationship excellence experts.

Check out the Highlight Video on YouTube / Tencent    Click here for Press Release: English/中 文

 

The Most Important Asia Pacific Award of its Kind 2017 Winner's list
The goal of the CRE Awards is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

The CRE Awards 2018 Welcome Pack will be downloaded from the following link:

CRE Awards 2018 Welcome Pack

 

REGISTRATION / NOMINATION

 

The CRE Awards Supplement:

 

18 July 2018 Hong Kong Economic Times (2018 International CRE Awards Supplement (10 Pages), APCSC 20th Anniversary Congratulations & Pre-event 1, 2, 3, 4)

6 August 2018 The Standard (2018 International CRE Awards Supplement (4 Pages), APCSC 20th Anniversary Congratulations)

All Newspaper and Supplements

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Key to Achieve Customer Relationship Excellence - DHL Express (Hong Kong) Limited

In this knowledge email, we would like to share how DHL Express (Hong Kong) Limited, the winner of 2017 Customer Relationship Excellence Awards in the category of "Contact Centre of the Year", "Global Support Services of the Year", "Best Customer Experience Management of the Year" and "Customer Satisfaction Quality System of the Year", achieves Customer Relationship Excellence (CRE) Awards for 8 Consecutive Years.

DHL Express strives to be the “Provider of choice” in logistic industry. To achieve the goal, all staff work AS ONE and ensure quality is everyone’s responsibility. We are proud to share one of our key successes – Employee Motivation.

Read More

DHL Express (Hong Kong) Limited received the trophies and certificates of 2017 International CRE Awards.

ENG / 中文

Customer Service Quality Standard (CSQS)

The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.

 

Henderson Land Group and Hang Lung Properties
Honored with CSQS Certification Distinction from APCSC

 

Senior Executives from Henderson Land Group and Hang  Lung Properties received CSQS Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 15, 2018 -- The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege) and Hang Lung Properties Limited in recognition of their achievements and high level of compliance to CSQS in 2018. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.

Press Release: ENG/中文

People Site Certification

The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.

 

 

Press Release:

Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award

Quality HealthCare Medical Services Ltd receive the People Site Certification award

Market Leaders Awarded with People Site Certification from APCSC

Delegates from Mead Johnson and Quality HealthCare Medical Services Ltd., received People Site Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

 

Hong Kong, China, 14 June 2018 – Two leading companies have been awarded the People Site Certification (PSC) from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific markets.

 

Press Release: ENG/中文

HK International CRE Innovation Expo Awards

APCSC & HKCSC Present the Expo Innovation Awards at the 7th HK International CRE & Innovation Expo

Ms. Viola Lam, Founder & CEO of Find Solution Ai (middle) and Ms. Ada Ng, Marketing Manager of Continuous Technologies (right) received The Expo Innovation Awards Certificate and Trophy

 from Mr. Jason Chu, Chairman of APCSC

Hong Kong, June 14, 2018 – The 7th Hong Kong International Customer Relationship Excellence (CRE) & Innovation Expo Awards focused on the theme of Big Data, Mobile, Digital, Social & Cloud, CRM, contact center, BPO, eCom & Artificial Intelligence. International keynote speakers addressed the expo theme with their enterprise innovation case studies to contribute to the frontier of the big data, AI, digital, mobile, and Internet Plus economy.

Press Release: ENG/中文

Global Certification Program

CCSM Class Photo on Oct 25-28  2011

Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.

 

Selected courses provided by Hong Kong Customer Service Consortium are registered as reimbursable programs under the Continuing Education Fund (CEF):

Certificate in Customer Service Management (CCSM)

Certificate in Service Excellence Leadership (CSEL)

Certificate in Professional Customer Service (CPCS)

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On Site Training in Malaysia

CCSA and CCCM On Site Training in Malaysia

APCSC has conducted a CCSA and CCCM On Site Training in Malaysia in February. Some well-know universities in Malaysia, e.g. INTI University College, APIIT/UCTI,Malaysian Maritime Academy Sdn Bhd, HELP University College, International College of Music, TAFE College, HELP University College, HELP International College of technology, KBU International College, International Medical University, KDU College have attended the on site training.

BIC CRM Benchmarking

APCSC Presents DBS Bank (Taiwan) with the Best-in-Class Certification

Ms. Amy Lee, Vice President, Customer Care, from DBS Bank Taiwan, received Best-in-Class  Certification from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 13, 2012 The Asia Pacific Customer Service Consortium (APCSC) presents the Best-in-Class Certification during the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Leadership Summit to DBS Bank (Taiwan) Ltd. DBS Bank (Taiwan) Ltd has performed well in the Best-in-Class CRM Contact Center Benchmarking Program, which is organized by APCSC annually, and receives the Best-in-Class Certification in the area of Integrated Financial Service Management. Press Release: ENG/中文

Customer Care Excellence Best Practices Study Mission

Hong Kong, 23-24 January 2014 – organized by the Asia Pacific Customer Service Consortium (APCSC) in Hong Kong, the Customer Care Excellence Best Practices Study Tour (the Study Tour) delegates visited several Customer Relationship Excellence Awards (CRE Awards) winners, the leading companies in Hong Kong. The purpose of this study tour is to examine, study and exchange information of support/service related subjects between Asian excellent support centers and Abu Dhabi Department of Transport (DoT). Press Release: ENG

Asia Pacific Customer Service Contact Center (CSCC) Salary & HR Policy & Retention Survey

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation & Retention Strategy Benchmarking Program to provide human resources intelligence for contact centers in the region. The objective is to reduce staff turnover rate and to elevate the customer service quality and productivity in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

 

Reference Date: 1 Jan & 1 July Fee: HKD25,000 or

Reference Date: 1 Jan Fee: HKD15,000 The Information can be downloaded from here

Membership

APCSC has members serving different client segments, and delivering services in different formats and settings. Because of this diversity, participants will be stimulated and inspired to revolutionize their services. Companies can learn from one another.
The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may:
• Learn faster from the best practices of other companies across industry, and
• Pool resources to innovate where no one has yet found an acceptable solution.

 

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Education Partners

Global Certification Program
Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.
Selected courses provided by Hong Kong Customer Service Consortium:
Certified Customer Service Analyst and Auditor
(CCSA)

Certified Contact Center Manager (CCCM)
Certificate in Customer Service Management
(CCSM) (Course Code: 21C04911-5)
Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.

Messages from Market Leaders

Messages from Government Organizations & other Associations
Mr. Edward Yau Tang-wah, GBS, JP
Secretary
Commerce and Economic Development
HKSAR Government
    MORE
Customer Testimonials

Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.

  • "CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience."
  • "This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas."
  • "The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class."
  • "I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying."
  • "Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction."
  • "What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team."
  • "In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding."
  • "It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing."
  • "The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard."
  • "Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example."
  • "Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you."
  • "The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples."
  • "Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me."
  • "Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard."
  • "The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers."
  • "The most valuable topic to me was managing people. It's a great experience during the course."
  • "The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!"
  • "The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management."

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International CRE & CSQS Roundtable

Beijing November 13, 2018

Co-Organizer:  Teleperformance China

Theme: Artificial Intelligent and Human Customer Service, Sales and Marketing

Jason Chu

Chairman

APCSC

Jessica Gao

EVP

Teleperformance China

Helen Wang

 Global Social Media Coordinator

Teleperformance

Mike Mi
Secretariat
CCIIP

Lei Xiaoshun

Vice GM

CS Center

Sunshine Insurance Group

Kerry Qin

 GM

 CTi Forum

Annie Hou

Frontline Manager

Beijing United Family Hospital

 

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial Intelligent and Human Customer Service, Sales and Marketing

Ms. Jessica Gao, Executive Vice President, Teleperformance China

Ms. Helen Wang, Global Social Media Coordinator, Praxidia, Teleperformance

Topic:  Automation Application in E-commerce Customer Service

Mr. Mike Mi, Secretariat, CCIIP

Mr. Lei Xiaoshun, Vice GM, Customer, Service Center, Sunshine Insurance Group

Mr. Kerry Qin, GM, CTi Forum

Ms. Annie Hou, Frontline Manager, Beijing United Family Hospital

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or RMB$200 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 北京海澱區中關村南三街中科資源大廈南樓3層

 

Shanghai November 15, 2018

Co-Organizer:  AIA China  Contact Center

Theme: Artificial Intelligent and Human Customer Service, Sales and Marketing

Jason Chu

Chairman

APCSC

Jerry Liu

Associate Director

AIA China Contact Center

Siccy Jia

Senior Manager AIA China Contact Center

Lijun Zhang Solution Chief Architect

 Qiyu Netease

Dongsheng Cai  Secretary General Shanghai Hse Association

Wendy Huang

CEO/President

 JiaxingKaiyi Hospital Columbia Medical Group

 

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial Intelligent and Human Customer Service, Sales and Marketing

Mr. Jerry Liu, Associate Director, AIA China Contact Center

Ms. Siccy Jia, Senior Manager, AIA China Contact Center

Topic: Easy Service Happy Experience - AIA Smart Mobile Customer Service New Attempt

Mr. Zhang Lijun, Solution Chief Architect, Qiyu Netease

Mr. Cai Dongsheng , Secretariat, Shanghai Health, Safety & Environment Association

Ms. Wendy Huang, CEO/President, Jiaxing Kaiyi Hospital Columbia Medical Group

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or RMB$200 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 上海市黄浦区徐家汇路610号日月光中心友邦保险有限公司十一楼会议室

 

Singapore December 6, 2018

Co-Organizer:  IBM PowerAI

Theme: Artificial Intelligent and Human Customer Service, Sales and Marketing

Jason Chu

Chairman

APCSC

 

 

Anne Phey

Director and Industry Leader

IBM Singapore

Eloise Tan

IBM Server Solution Sales

IBM Singapore

George Makriyiannis

Founder & MD

Omen Pte Ltd

     

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial Intelligent and Human Customer Service, Sales and Marketing

Mr. George Makriyiannis, Founder & Managing Director, Omen Pte Ltd
Topic: Data Connections: Bridge Silos to Achieve a True Customer 360
Ms. Anne Phey, Director and Industry Leader, IBM Systems Asia Pacific, IBM Singapore Pte Ltd

Ms. Eloise Tan, IBM Server Solution Sales, IBM Singapore Pte Ltd
Mr. Gilbert ThomasTechnical Lead for Cognitive Systems for Singapore, IBM Singapore Pte Ltd

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or SG$40 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: IBM Think Centre, 9 Changi Business Park Central 1, The IBM Place II, Singapore 486048

Guangzhou CRE & CSQS Roundtable
 November 7, 2018

Guangzhou – November 7, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Asia Pacific Customer Loyalty Award Forum together with Channel Beyond Customer Care Co., Ltd.. The Asia Pacific Customer Loyalty Award Forum with the theme of “Internet+ Experience & Sharing Economy to Engage Brand Loyalty” have attracted C-level executives and directors from cross industries including e-commerce, IT, hospitality, telecom, direct marketing, logistics, retail, entertainment, financial, public service, healthcare, and media sectors from Asia Pacific to explore innovation and shape leadership in Customer Relationship Excellence in order to elevate Service Brand Loyalty in the New Economy.

 

Press Release: Chinese

Taipei CRE & CSQS Roundtable
 September 19, 2018

Taipei – September 19, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Far EasTone Telecommunications. The CRE & CSQS Roundtable, with the theme of Develop Future New Retail Experience & Competitive Edge in the Omnichannel Age, has attracted C-level executives and directors from cross industries including telecommunications, insurance, outsourcing Service, banking, information technology, public service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Hong Kong to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

 

Press Release: Chinese

Hong Kong CRE & CSQS Roundtable
 August 14, 2018

Hong Kong – August 14, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with HKU SPACE Executive Academy. The CRE & CSQS Roundtable, with the theme of Artificial Intelligent and Human Customer Service, Sales and Marketing, has attracted C-level executives and directors from cross industries including insurance, telecommunications, outsourcing Service, banking, information technology, public service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Hong Kong to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: English

Guangzhou CRE & CSQS Roundtable
August 2, 2018

Guangzhou - August 2, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom Guangzhou Branch. The CRE & CSQS Roundtable, with the theme of Artificial Intelligent and Human Customer Service, Sales and Marketing, has attracted C-level executives and directors from cross industries including telecommunications, outsourcing Service, insurance, banking, information technology, public service,  property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Guangzhou to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry. 

Press Release: Chinese

Reinventing Loyalty and Retention Workshop

Photos of participants of Reinventing Loyalty and Retention Workshop

APCSC has conducted a Reinventing Loyalty and Retention Workshop in Kula Lumper in April. Leading companies from different industries in Malaysia, e.g. POS Malaysia, Plus Expressways Berhad, Esso Malaysia, AmAssurance Berhad, AmBank (M) Berhad, Proton Edar Sdn Bhd, Boustead Petroleum, Maybank and etc., have attended the informative workshop.

 

FREE 3-month Individual Membership

Want to get free tips about customer service industry or tip of the month, we invite you to try a FREE 3-month Individual Membership, with no obligation. Please complete the membership registration page and select the TRIAL option from the membership type drop-down box. http://www.apcsc.com/HKCSC/membership/membership.htm

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