“It’s a distinct honor to receive 4 Customer Relationship Excellence Awards for 4 consecutive years. These achievements have fully manifested our continuous commitment to strive for excellence in excellent customer services and receive social recognition and identity. ‘Hang Lung Star Service’ is ingrained in our culture and the highest standards of service provision and sincere receptivity to your needs. Last year, the Company has established the ‘Emerald Award’ to commend colleagues who have demonstrated outstanding performance in service provision and to encourage the team to scale new heights. Moving forward, we will keep on providing extensive, innovative and dedicated services to customers in every aspect.”

Mr. Philip N.L. Chen, Managing Director

Hang Lung Properties Limited

“Customer is at the heart of our business at DHL. Our customer service team is one of the key frontline employee groups that interact and serve our customers daily. As specialists in this area, they play an exemplary role in focusing the organization on our customers. Winning these five prestigious awards affirms our team’s commitment to providing an excellent customer experience and the importance we place on our employees as the pillar of our success. In fact, we believe in and promote an ‘insanely’ customer centric culture where everyone is responsible for keeping our customers happy. All our employees are trained as international specialists and are our living brand ambassadors. The only way to keep up with our customers’ growing expectations is by regularly listening to the voice of our customers and continuously seeking improvement.”

Mr. Frank-Uwe Ungerer, Senior Vice President & Managing Director

DHL Express Singapore

Customer Service Professional of the Year 2015 (Cabin Service – Service Center)

Merit - Customer Service Manager of the Year 2015 (Service Center)

Merit - Customer Service Team Leader of the Year 2015 (Service Center)

Merit - Customer Service Professional of the Year 2015 (Service Center)

“This is the fourth consecutive year for Hong Kong Airlines to receive the Customer Relationship Excellence Awards. We are extremely honored to be awarded in the Corporate category of ‘Customer Satisfaction Quality System of the Year (Airlines)’, ‘Customer Engagement Program of the Year’ and ‘Employee Engagement Program of the Year (Airlines)’ and several individual awards. This achievement is a recognition of the Company’s strong focus on customer service and the pledge to engage employees and customers. We adhere to the principle of PEOPLE to deliver quality service to our customers. We also believe that strengthening team spirit will be of the utmost importance for further enhancement in service quality. We will continue to pursue service excellence in the future.”

“We are very honoured to be part of the prestigious and internationally recognised Asia Pacific Customer Service Consortium (APCSC) Award. Winning the ‘Contact Center of the Year (Banking – Under 20 Seats)’ award is a testament of RHB’s capabilities as a customer centric bank that delivers simple, fast and seamless experience to our customers. The Bank is also delighted to be conferred the ‘Corporate Social Responsibility Leadership of the Year (Banking)’ award, a recognition that reaffirms RHB as a financial institution who constantly looks at ways to nurture the future generations of where we operate in. These awards acts as a catalyst in providing our employees the motivation to excel further in delivering exceptional customer service excellence to all customers of RHB.”

Mr. Jason Wong, Country Head

RHB Bank Berhad Singapore

“Taiwan Star Telecom Co., Ltd. (T Star) aims to strive for customers’ best to deliver a seamless, courteous, and proactive customer service. We are deeply honored to have received the Customer Relationship Excellence Awards of Asia Pacific Customer Service Consortium two years in succession. It has been recognized for CRE Awards as the best customer service of telecom industry in Taiwan and awarded ‘Customer Satisfaction Quality System of the Year’. T Star was also named the winner of ‘Best Use of Technology of the Year’ and ‘Customer Relationship Marketing Service of the Year’, which demonstrated success in delivering a effortless and efficient customer experience through tech-enabled, self-service, and multi-channel communications. T Star will consistently be mobiling your world with the best cost-effective products and excellent and professional services through the innovative and intuitive system. Our mission is to create a better tomorrow than today.”

Mr. Cliff Lai, President

Taiwan Star Telecom Co., Ltd.

“I am honored to be selected as the winner of 2015 CRM Manager of the Year. I am very grateful to work with a wonderful team with very devoted staff. This year, we have five frontline staff received the Customer Service Team Leader of the Year winners and merits Awards. The award drives every one of us to do better every day and we always bear in mind the importance of delivering high quality customer services. We, the awardee will pass the company value, ‘PEOPLE’ and good customer services concepts to other staff and new joiners. We strive to ensure all travelers to enjoy a cozy, pleasant and delightful trip once they arrive at the Hong Kong Airport.”

“Lenovo Service has won the ‘Customer Relationship Excellence Awards’ for three consecutive years. Here, we would like to express our appreciation to our customers and to Asia Pacific Customer Service Consortium for this encouragement and affirmation of the all time high quality services provided by Lenovo Services. Recent years, Lenovo launched some internet service products, such as Lenovo Service Review, for the purpose of letting customers to experience the internet style service further. This year, we will continue to carry forward our innovative spirit, deepen the internet service and fulfill our mission, in order to achieve an overall goal of providing our customers with a more professional, and more convenient service experience.”

“It is our great honour to garner the ‘Employee Engagement Program of the Year (Property Development)’ and ‘Corporate Employer of the Year (Property Development)’ in 2015 International CRE Awards, a testament to the Group’s foresight and commitment to providing an engaging working environment to our staff members. New World Group strives to cultivate a caring culture by implementing employee-caring and family caring programmes. Believing that everyone can be an artisan, the spirit of ‘We Create, We are Artisans’ is infused into all of the Group’s different products and services. Every staff member shares the spirit and becomes an artisan to build the unique brand personality of New World Group. We shall continuously strive to create bespoke and innovative Human Resources initiatives for our staff members, so that they are always here to explore the artisanal journey with our customers.”

Dr. Adrian Cheng, Executive Vice-chairman and Joint General Manager

“We are delighted to receive the ‘Contact Centre of the Year – Insurance (Under 20 Seats)’ Award for the third consecutive year, which affirms our continued efforts to provide the highest standards of service to our customers. We endeavour to put our customers at the heart of everything we do and this accolade from APCSC will inspire us to work even harder to provide an unsurpassed experience to our customers across all their interactions with us. I would also like to congratulate two of our team members, Han Chong and Yishan, for their wonderful achievements in being honoured among the best customer service talents in the region."

Mr. Naveed Irshad, President and CEO

“China Telecom Shanghai Network Operation and Maintenance Center (Global Customer Service Center) is always committed to providing the highest standard of communication services and excellent customer services to our customers. We are very honored to be selected as ‘Integrated Support of the Year (Telecommunications)’ for two consecutive years. The award recognizes our continual efforts and improvements in customer services over the years. In addition, our team has received a total of four individual awards. The achievements well demonstrate the dedicated efforts of our frontline team in delivering premier services. All these prestigious accolades provide further impetus for us to work and serve customers better. At China Telecom Shanghai Network Operation and Maintenance Center, we will continue to enhance our services to meet or even to exceed our customers’ expectations.”

“Fidelity has made a proactive effort to engage our customers to continually drive changes to achieve service excellence by embracing our vision ‘to deliver innovate clients solutions for a better future’. We are delighted to be the winner of the ‘Contact Center of the Year’ award from the Asia Pacific Customer Service Consortium. Not only does this award reaffirm our position as a market leader in the financial industry, it also reinforces our commitment to reach even further to deliver a truly world class customer experience.”

“It is a great honor for China Taiping Insurance (HK) Company Limited ‘CTPI(HK)’ to win the High Speed Customer Service of the Year (Insurance), which recognizing CTPI(HK)’s determination and overcome on the quality of customer services enhancing. CTIP(HK) is a member of the China Taiping Insurance Group (‘TPG’), having been rooted in Hong Kong insurance market for more than 66 years with its prudent underwriting philosophy, well-established creditability and customer-orientated service. In recent years, by promising three-day approval on clinical claims, CTPI(HK) has improved the group medical claims services comprehensively and received high praise from the market and customers. Nowadays, through optimize company operation processes from quotation, underwriting, and claims, CTPI(HK) has enhanced its operational efficiency in an all – round way and provided customers and business partners more professional and faster insurance services. In the future, CTPI(HK) will continue improving its customer services standards, enriching the product categories, and establishing "the most unique and high potential boutique insurance company.”

“The Call Center for Shenzhen Gas is truly honored to be conferred our first APCSC Public Service of the Year Award. We would like to take this opportunity to thank our customers and the APCSC for their support. This award encourages us to continue our restless efforts to pursue perfection, innovation, and continuous improvement in order to provide the highest quality services. We will continue to uphold our service goal, ‘to respect with all our hearts, act with dedication, win with integrity, and deliver care with empathy,’ and to constantly improve ourselves to provide our customers with the best possible services.” 

“It is such an honour for the HKTB to be awarded the Customer Service Center of the Year (Tourism) for the first time by the Asia Pacific Customer Service Consortium. It acknowledges not only our vision for visitor service, but also the supreme teamwork we all take great pride in. I would like to credit our dedicated staff, our five well-located visitor centres and our concierge hotline, which supports visitor enquiries from over 100 hotels and shopping malls, for providing consistent, top-notch service. This award provides extra motivation for us to further enhance the scope and quality of our services. For instance, we extended our services to cover mobile chat apps earlier this year to allow more efficient handling of visitor enquiries, so that we can help all visitors enjoy a memorable stay in Hong Kong.”

“Zurich Insurance has always placed customers at the core of our value. We feel deeply honored in winning the Customer Relationship Excellence Awards for Best Customer Experience Management of the Year—a great recognition for our dedication and excellence in customer service. Our dedicated Propositions and Customer Experience team ensures everything we do is first and foremost, for our customers. A key highlight of the team’s customer-centric efforts includes our Transactional Net Promoter Score (T-NPS), where we continuously and instantly collect the Voice of Customer in order to further improve our services. Our commitment is also evident in our Customer Call Center, which is often the most important touchpoint to leave a lasting impression. And through digitalizing a number of our services, such as managing claims through our ‘Zurich HK’ mobile app and purchasing insurance solutions online, we cultivate a more connected and interactive relationship with them. With this award, we are ever-more encouraged to provide quality customer service in Hong Kong.”

“We are privileged to receive the International Customer Relationship Excellence Award under the category of ‘Best Customer Experience Management of the Year (Property Management)’ and would like to extend our special appreciation to APCSC for the award presentation. For The Great Eagle Properties Management Company, Ltd., we believe that our strength is in our people, with each member of our team committed to providing the best possible service and care to our tenants. The commitments and efforts they made in serving our tenants, is what makes the Citibank Plaza property management team one of the CRE award recipients. Receiving the CRE Award is a great encouragement to our Company and would not have been possible without the support from our tenants, our Landlord (The Champion REIT) and The Great Eagle Group. This award has acted as a catalyst and will continue to be one of our major driving forces in providing the best customer experience at Citibank Plaza.”

“I am very honored to be awarded this prestigious accolade for the second time, and I would like to extend my deepest gratitude to APCSC and the esteemed judging panel for bestowing upon me this honor again. The award is an important impetus for McDonald’s Hong Kong to drive customer service excellence. Over the past 41 years, we have always been adhering to our philosophy of ‘we place customers at the core of what we do’ and put our customers in the driver’s seat. Our newly opened McDonald’s Concept Restaurant in Admiralty showcases how we demonstrate ourselves as a modern, progressive burger company delivering a contemporary customer experience with the never stop evolving and innovating DNA of McDonald’s. Special thanks must go to my talented teams of people as the award stands to recognize their collective efforts of navigating the innovation landscape to uplift customer experience. Moving forward, we will continue to devote our best efforts to provide great food, great service, and great place to customers, being supported by great people.”

“I am delighted to receive the ‘Entrepreneur CEO of the Year’ CRE award. I am very proud of Eptica’s achievements of the last 15 years, building a global reputation for the strength of our intelligent and collaborative digital customer engagement platforms which helps brands to respond more effectively to their customers. By receiving this award, it means that APCSC recognises our ability to help millions of individuals have meaningful conversations with businesses. At the ‘age of customer’, individuals are increasingly demanding greater engagement with organizations. At Eptica, our goal is to help organisations worldwide to put customer satisfaction at the heart of their strategy creating business value worldwide.”

“This is a significant recognition and a honour to win this prestigious award. This reaffirms our focus on making banking joyful for our customers by focusing on the customer journey. I want to take this opportunity to thank the Contact Centre team for their dedication, hard work and absolute focus on providing a joyful experience to our customers. Even with external recognition such as this and also the significant increase in compliments from our customers, the team is completely focused on how much more we can improve the service to our customers. Last but not least, I would like to thank APCSC for providing such a platform for the recognition.”

“We are very pleased that two outstanding members of our CITIC Telecom CPC family have won the ‘CRM Manager of the Year’ and ‘Customer Service Manager of the Year (Service Center)’ awards. We are delighted to continue our momentum of winning recognition from APCSC for nine consecutive years. As a leading ICT solution partner in Asia Pacific, ‘Innovation Never Stops’ is always one of our key value pillars to attain even higher standards in our service level and solution offerings. With our experienced and dedicated team of service professionals supported by the company’s long-term motto of service excellence and customer-oriented strategies, we will continue to excel in the industry as the role model of world-class service and technology innovation.”

“On behalf of Prudential, I offer my sincere congratulations to our customer service executives Joni Lau Tai Wai, Winzee Liu Wing Yee and Rachel Chung Pak Yan on winning these important awards. At Prudential, we place the highest priority on sustaining a culture of service excellence. For more than 50 years in Hong Kong, customers have entrusted their most valuable financial, retirement and health matters to our company, and we aim to respond to this trust with the highest levels of integrity, loyalty and service. The work of Joni, Winzee and Rachel in achieving these Customer Relationship Excellence awards sets a great example to financial services executives across Asia, and I thank them for their perseverance, dedication and achievement. I would also like to thank the Asia Pacific Customer Service Consortium for its tireless efforts in raising the benchmarks of professional customer service in the region and in allowing us this opportunity to demonstrate our leadership in service excellence.”

“It is with great pleasure to win awards in the Customer Relationship Excellence Awards 2015. We are delighted that Retail Department has won the Customer Service Manager and Customer Service Team Leader (Entertainment) of the Year Awards. The effort that Retail Department of the Hong Kong Jockey Club has devoted to provide excellent service to exceed customers’ expectations has been recognized. I would like to take this opportunity to thank all members of the Retail Department for their great performance and tremendous support. Moving forward, we will continue to devote our best efforts to provide the best service to customers in all aspects.”

Mr. Gilbert Cheng, Head of Retail