Key to Achieve Customer Relationship Excellence -

Hang Lung Properties Limited

In this knowledge email, we would like to share how Hang Lung Properties Limited, the winner of 2017 Customer Relationship Excellence Awards in the category of "Corporate Social Responsibility Leadership of the Year (Property Management)","Corporate Employer of the Year (Property Management)","Employee Engagement Program of the Year (Property Management)","Customer Satisfaction Quality System of the Year (Property Management)","People Development Program of the Year (Property Management)","Best Use of Technology of the Year (Property Management)", "Best Use of Knowledge Management of the Year (Property Management)" and "Best Social Media Program of the Year (Property Management)", achieves Customer Relationship Excellence (CRE) Awards for 6 Consecutive Years.

Core values

  • Hang Lung continues to uphold the principle of “We Do It Right” in order to become the highly admired and leading national commercial property developer in Hong Kong and China

  • Good corporate governance with high ethical values is indispensable to the Group’s development and we are constantly establishing integrity culture and upholding service commitments

Hang Lung Star Service

  • Putting customers first is a priority to everyone in Hang Lung. We aim to achieve the highest standards of service provision and sincere receptivity to our customers’ needs

  • Our teams are responsive to our customers’ every concern and query

Design the ideal Journey

  • With the current state customer journey available, redesign the ideal journey for your customers around particular focus areas of “moments of truth”

  • During this process, it is important to take the customer’s view, understand what your customers actually what and what they find difficult

Strengthen Customer Service Training Program

  • Top-quality people are the key to our high service standards. We continue to provide a series of systematic training programs to our Hong Kong and China staff to prepare them in meeting future challenges

  • Training courses include “Customer Service Training Program – CS1 & CS2” and “CS3 Hang Lung Service Standards” especially designed for supervisors

Emerald Award

  • To promote the value of "Go the Extra Mile", Hang Lung 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

  • The judging panel formed by senior management will evaluate the performance of the nominees in areas such as customer satisfaction, problem solving and innovation, as well as initiative and accountability

Conducts customer service audits periodically

  • Customer service audits are conducted periodically to understand customers’ needs and the situation which front-line staff are facing. Solutions are then proposed in improving the situations

Participate in international events

  • To join the Customer Service Quality Standard (CSQS) roundtable, the Customer Relationship Excellent (CRE) Awards and customer service trainings etc. to promote knowledge exchange between different companies in promoting outstanding customer services

Hang Lung Properties Limited received the trophies and certificates of 2017
International CRE Awards and 5+ Consecutive Years certificate.


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