香港機場管理局 I Airport Authority Hong Kong

王鳳蓮 I WONG Fung Lin, Jessie

國泰航空 I Cathay Pacific Airways

區綺雯 I AU Yee Man, Natalie陳智忠 I CHAN Chi Chung, William陳靜芬 I CHAN Ching Fun, Karen陳麗如 I CHAN Lai Yu, Liz陳培宏 I CHAN Pui Wang, Daniel陳月有 I CHAN Yuet Yau, Shirley張石雄 I CHEUNG Shek Hung, Alium趙永强 I CHIU Wing Keung, Ken馮皓妍 I FUNG Ho Yin, Holly馮達權 I FUNG Tat Kuen, Parry李宇俊 I LEE Yu Chun, John李楚安 I LI Cho On, Timmy蘇美茵 I SO Mai Yan, Maggie楊翠珊 I YEUNG Chui Shan, Jessica

中華航空 I China Airlines

何永權 I HO Wing Kuen, Dickson林國材 I LAM Kwok Choi, Michael劉成科 I LAU, Griffin黄潔玲 I WONG Kit Ling余慧貞 I YU Wai Ching, Marin

香港中旅汽車服務有限公司 I China Travel Tours Transportation Services (HK) Ltd.

曾春燕 I TSANG Chun Yin

香港海關 I Customs & Excise Department

賴榮宗 I LAI Wing Chung

DFS 國際集團 (香港) I DFS Hong Kong Ltd.

王志雄 I WONG Chi Hung

長榮航空 I EVA Air

廖雅玲 I LIAO Ya Ling, Lzca

香港機場地勤服務 I Hong Kong Airport Services Ltd. (皇家汶萊航空公司小組 I Royal Brunei Airlines Team)

梁曉輝 I LEUNG, Calvin

樺捷零售香港有限公司 I HDS Retail Hong Kong Ltd.

陳朝霞 I CHAN Chiu Ha, Mon陳惠花 I CHAN Wai Fa, Flora鄺詠旋 I KWONG Wing Suen, CookieLAW Gina Rubio李癶靈 I LI Ling, Marco李碧琪 I LI Pik Ki, Hugo劉惠環 I LIU Hui Huan, Cindy

香港航空 I Hong Kong Airlines

張惠雅 I CHEUNG Wai Nga, Lois

香港快運航空 I Hong Kong Express

馮麗儀 I FUNG Lai Yee, Terence

香港警務處 I Hong Kong Police Force

陳德安 I CHAN Tak On蔣永恆 I CHIANG Wing Hang蔡偉邦 I CHOI Wai Pong方子安 I FONG Chi On何偉銓 I HO Wai Chuen謝文錦 I TSE Man Kam

香港旅遊發展局 I Hong Kong Tourism Board

陳慧媛 I CHAN Wai Wun黃詩琪 I WONG, Natalie

入境事務處機場管制科 I Immigration Department (Airport Division)

陳麗霞 I CHAN Lai Ha張淑筠 I CHEUNG Suk Kwan朱永倫 I CHU Wing Lun鄺德正 I KWONG Tak Ching劉錦榮 I LAU Kam Wing劉美芬 I LAU Mei Fun

服務系統有限公司 I ISS Facility Services Ltd.

曾玉梅 I TSANG Yuk Mui

日本航空 I Japan Airlines

FUKUDA Ayumi何康祥 I HO Hon Cheung, Andrew

怡中航空服務有限公司 I Jardine Airport Services Ltd.

陳守光 I CHAN Sau Kong, Anthony向展斌 I HEUNG Chin Pan, Ben郭瑞年 I KWOK Sui Nin, John鄺志偉 I KWONG Chi Wai, Kaiser呂子安 I LUI Chi On, Dino麥啓昌 I MAK Kai Cheong, Ricky葉安玲 I YIP On Ling, Irene翁紹儀 I YONG Siu Yee袁瑞珩 I YUEN Shui Hang, Kimmy

Nuance-Watson (HK) Ltd.

廖祐霆 I LIU Yau Ting, Chris曾麗霞 I TSANG Lai Ha, Candy黃潤光 I WONG Yun Kwong, Patrick胡英浩 I WOO Ying Ho, Ivan

萊佛士醫療中心 I Raffles Medical Group

Dr. HEATH Robert

Select Service Partner (HK) Ltd.

陳靜嫻 I CHAN Ching Han, Abby高美儀 I KO Mei Yee, Emma梁利燕 I LEUNG Lee Yin

信和集團旗下酒店 I Sino Group of Hotels

廖日照 I LIU Yat Chiu, Sunny

環島大陸通 I Trans-Island Limousine Service Ltd.

麥嘉娜 I MAK, Kana

通濟隆外幣找換有限公司 I Travelex Currency Exchange Ltd.

羅婉君 I LAW, Connie李甦君 I LEE So Kwan

信德 - 中旅船務管理有限公司 I Shun Tak - China Travel Ship Management Ltd.

謝潔英 I TSE Kit Ying

香 港 國 際 機 場 優 質 顧 客 服 務 計 劃HKIA Customer Service Excellence Programme

卓越服務是任何成功業務的標記。香港國際機場6萬名員工從心出發，

細心接待每一位旅客，使我們成為全球最佳機場。

本冊子介紹優質顧客服務大獎2008的得主，他們都是優質顧客服務的

典範，展示了香港國際機場服務的最高水平。

Superior service is the hallmark of a successful business. Every member of the 60,000-strong airport community serves from the heart, enhancing every facet of our day-to-day interactions with passengers, making Hong Kong International Airport (HKIA) the best airport in the world.

These are the stories of our 2008 Customer Service Excellence Award winners – role models of customer service excellence, who together represent the highest standards of service at HKIA.

香港國際機場優質顧客服務計劃 頒獎典禮 2008HKIA Customer Service Excellence Programme Award Presentation 2008

日期 2009 - 4 - 20Date

時間 14:00 - 15:15 Time

地點 一號客運大樓 l Terminal 1Venue

14:00 嘉賓接待 Guest reception

14:15 開幕表演 Opening performance

14:25 香港機場管理局行政總裁許漢忠先生致辭 Remarks by Mr Stanley Hui, CEO of Airport Authority Hong Kong

14:30 香港旅遊發展局主席田北俊先生致辭 Remarks by Mr James Tien, Chairman of Hong Kong Tourism Board

14:35 頒獎儀式 l 個人獎 • 團隊獎 • 企業獎 Trophy presentation l Individual Awards • Team Awards • Corporate Award

15:00 標語揭幕儀式 l 公布標語創作比賽結果 Unveiling ceremony l result announcement of Slogan Competition

15:05 大合照 Group photo

香港國際機場優質顧客服務計劃HKIA Customer Service Excellence Programme

香 港 國 際 機 場 優 質 顧 客 服 務 計 劃HKIA Customer Service Excellence Programme

國泰航空Cathay Pacific Airways

國泰航空相信，要提供卓越的服務，便必須具備發自內心的熱誠。微笑是環球共通的語言，時刻以親切的笑容款待旅客，就是最有效的溝通方法。

因此，由培訓員工階段以至實地工作期間，該公司都一直鼓勵員工，要以親切笑容提供最卓越的服務。

國泰航空致力提供最佳顧客服務，除了贏得顧客讚賞，還得到業界認同，推選為優質顧客服務計劃2008的企業獎得主。

國泰航空承諾繼續提供最佳服務，並進一步提升服務水平，為機場島上數百家營運機構樹立優質服務的典範。

Cathay Pacific Airways believes that excellent service can only come straight from the heart. The airline realises that nothing communicates better with a passenger than a warm smile - it's an international language that everyone understands.

From training to the delivery of services on the spot, the airline never stops encouraging its staff to offer their best service - and a warm smile - to customers.

This commitment to service excellence has won the airline a great deal of recognition, not just from customers, but also from the airport community, including being voted winner of the 2008 Customer Service Excellence Programme Corporate Award.

The airline pledges to maintain, and further raise, its service standards and to continue to be a service role model for the hundreds of organisations operating from HKIA.

具備發自內心的熱誠 才能提供卓越服務！ Excellent service can only come straight from the heart!

救人必須爭分奪秒。Every second counts when it comes to saving lives.

怡中航空服務有限公司 I Jardine Airport Services Ltd.總經理, 營運服務 I General Manager, Service Delivery

呂子安 I LUI Chi On, Dino貨運服務分組經理 I Team Manager – Cargo Operations

鄺志偉 I KWONG Chi Wai, Kaiser 客務值班經理 I Customer Service Duty Manager

葉安玲 I YIP On Ling, Irene貨運服務經理 I Cargo Services Manager

陳守光 I CHAN Sau Kong, Anthony

2008年5月12日，四川省及鄰近地區發生近30年來最強烈的地震，強度達黎克特制8.0級。機場同業即時行動，以不同形式為災民提供援助。

5月13日早上，消防處要求怡中航空服務有限公司協助運送救援物資前往四川，怡中航空的呂子安立即聯同隊員鄺志偉、葉安玲及陳守光，與中國國際航空聯絡，並作出一切所需安排。

全靠呂子安及隊員即時行動，兩天內就將4公噸救濟物品、5.3公噸救援設備及42名救援人員送抵成都，香港救援隊伍得以迅速與當地機構及其他國際組織展開救援行動。

When an earthquake measuring 8.0 on the Richter scale – the most devastating one in China in three decades – struck Sichuan Province and nearby areas on 12 May 2008, the airport community took immediate action to provide relief to victims through various forms and channels.

Receiving a request from the Fire Services Department in the morning of 13 May 2008, Dino Lui and members of his team at Jardine Airport Services, Kaiser Kwong, Irene Yip and Anthony Chan, immediately liaised with Air China and made all necessary arrangements to facilitate the delivery of rescue resources to Sichuan as quickly as possible.

Thanks to the prompt action of Dino and his team, a total of 4 tonnes of relief supplies, 5.3 tonnes of rescue equipment and 42 rescue team members were sent to Chengdu over the next two days – allowing the Hong Kong rescue team to join the rescue work in the region with other local and international organisations.

即使擁有最佳制度也不足以提供優良服務，還需要人去落實推行。Even the best systems can’t generate good service; it’s the people that execute it.

中華航空 I China Airlines運務督導 I Customer Services Supervisor

余慧貞 I YU Wai Ching, Marin 林國材 I LAM Kwok Choi, Michael運務員 I Customer Services Officer

何永權 I HO Wing Kuen, Dickson黃潔玲 I WONG Kit Ling

去年多個颱風吹襲，導致香港及鄰近地區航空交通受阻，數以百計航班取消、延遲或轉飛其他機場。在天氣惡劣的情況下，機場職員加倍努力，協助有需要的旅客，展示了卓越的顧客服務。

中華航空的余慧貞、何永權、黃潔玲及林國材是其中的模範。在颱風吹襲台灣期間，很多航班需要延誤或取消，他們在航空公司櫃檯當值，盡量協助因航班受阻而未能前往台灣的滯港旅客。無論旅客是否預訂了中華航空的機票，組員都耐心盡量給予協助。他們連續當值30小時，不停解答旅客的所有查詢及處理投訴，為旅客安排酒店住宿及交通服務、預留下一班航機機位，甚或安慰旅客。為避免旅客錯過航班，他們更於翌日早上致電提醒。

其間他們雖然要面對無數旅客，但仍然不忘以微笑相待。他們的專業精神及工作效率，使很多旅客難忘，並專誠來信讚賞。

Air Traffic around Hong Kong and the nearby region was disrupted by a number of typhoons last year, causing hundreds of flights to be cancelled, delayed or redirected. During the episodes of inclement weather, members of the airport community stepped up their efforts to help serve passengers in need.

China Airlines’ Marin Yu, Dickson Ho, Wong Kit Ling and Michael Lam were some of the best examples of this dedication to customer service. Stationed at the airline counter in Hong Kong when Taiwan air traffic was severely influenced by typhoons, causing dozens of plane delays and cancellations, the team tried their best to offer assistance to stranded passengers departing for Taiwan.

Whether or not passengers were booked on a China Airlines flight, the team patiently offered all possible assistance. For 30 hours straight, they answered enquiries and complaints, arranged accommodation and transportation, secured seats on available flights, and simply provided consolation. They even called passengers in the next morning to make sure they did not miss their flights.

During the period, their smiles never faded and their professionalism and efficiency impressed many passengers, earning numerous compliments.

在任何情況下，我們都全力提供最佳服務。We strive to provide the best service under all kinds of situations.

鄺志偉KWONG Chi Wai, Kaiser

陳守光CHAN Sau Kong, Anthony

呂子安LUI Chi On, Dino

葉安玲YIP On Ling, Irene

何永權HO Wing Kuen, Dickson

余慧貞YU Wai Ching, Marin

黃潔玲WONG Kit Ling

林國材LAM Kwok Choi, Michael

香 港 國 際 機 場 優 質 顧 客 服 務 計 劃HKIA Customer Service Excellence Programme

香港警務處 I Hong Kong Police Force機場特警組警署警長 I Station Sergeant, Airport Security Unit

陳德安 I CHAN Tak On, John機場特警組警員 I Police Constable, Airport Security Unit

蔣永恆 I CHIANG Wing Hang方子安 I FONG Chi On謝文錦 I TSE Man Kam機場警區軍裝巡邏小隊第三隊警員 I Police Constable, Patrol Sub-Unit No. 3, Airport District

蔡偉邦 I CHOI Wai Pong何偉銓 I HO Wai Chuen

香港機場管理局 I Airport Authority Hong Kong一號客運大樓運作部助理經理 I Assistant Manager, Terminal 1

王鳳蓮 I WONG Fung Lin, Jessie

萊佛士醫療中心 I Raffles Medical Group

2008年12月23日，一名31歲的抵港旅客抵達接機大堂。他正要離開機場時，突然感到胸口疼痛，迅即陷入昏迷。警員蔡偉邦及何偉銓正巡經該處，蔡偉邦於是馬上向病者施行口對口呼吸復蘇法及心外壓，何偉銓則聯絡其他隊員及機場中央控制中心，由控制中心協調其他部門協助。

機場特警組接報後，即時派遣蔣永恆、方子安及謝文錦三名警員，帶備氧氣瓶及自動操作心臟去纖顫器趕往現場。他們檢查病者的心律後，立即以心臟去纖顫器使病者回復心跳。

同一時間，香港機場管理局一號客運大樓運作部助理經理王鳳蓮、萊佛士醫療中心主管醫生Dr Heath及醫護人員抵達現場。王鳳蓮即時圍封現場，並安慰病者家屬。Dr Heath則陪同病者前往瑪嘉烈醫院接受進一步治療。

同年11月，機場特警組警署警長陳德安亦曾協助拯救一名心臟病發的旅客。陳德安當天在離港層巡邏時，發現一名旅客在登機閘口昏倒。他立即施行急救，使旅客復蘇過來。旅客其後送往醫院治理，並康復出院。

On 23 December 2008, a 31-year old arriving passenger - who was just about to leave the airport - felt a sudden pain in his chest and immediately lost consciousness. Police constables Choi Wai Pong and Ho Wai Chuen were patrolling the Arrivals Hall at the time.

Choi immediately performed mouth-to-mouth resuscitation and chest compressions on the passenger, while Ho radioed his team and the Integrated Airport Centre which coordinated all other relevant parties for needed support.

After receiving the call, three officers from the Airport Security Unit (ASU), Chiang Wing Hang, Fong Chi On and Tse Man Kam, instantly rushed to the scene with an oxygen cylinder and an automated external defibrillator. They quickly diagnosed the passenger’s heart rhythm and used the defibrillator to start his heart beating again.

Meanwhile, Assistant Manager (Terminal 1) of the Airport Authority Hong Kong Jessie Wong and Physician In Charge of Raffles Medical Group Dr Heath, together with other medical staff, also arrived at the scene. Jessie immediately cordoned off the area and calmed down the patient’s relatives while Dr Heath accompanied the patient to Princess Margaret Hospital for further treatment.

A month ago in November, ASU Station Sergeant John Chan also helped save the life of a cardiac arrest passenger. Patrolling the departures level on that day, John was quick enough to resuscitate the passenger who collapsed at the boarding gate. The passenger was sent to the hospital and recovered later.蔣永恆

CHIANG Wing Hang陳德安CHAN Tak On, John

謝文錦TSE Man Kam

蔡偉邦CHOI Wai Pong

何偉銓HO Wai Chuen

王鳳蓮WONG Fung Lin, Jessie

張妙絲CHEUNG, Luka

余淑恆YU, Debbie

方子安FONG Chi On

DFS國際集團（香港） I DFS Hong Kong Ltd.銷售主管 I Sales Supervisor

王志雄 I WONG Chi Hung

2008年5月12日清晨，兩名女士六神無主地衝進60號登機閘口附近的DFS店求助。原來她們在西大堂遺失了行李，但遍尋不獲。行李內有她們的護照及金錢。

DFS銷售主管王志雄獲悉她們乘搭的航機在4號登機閘口，而且將在30分鐘內起飛，於是立即向其他店舖及失物認領處查詢。

時間越來越緊迫，王志雄便建議兩名旅客先行前往登機閘口，他繼續在離港大堂仔細尋找。

在飛機離港前十分鐘，王志雄終於找到行李，當時清潔工人正準備將行李送往失物認領處。他沿着中央客運廊，從60號登機閘口直奔4號登機閘口，及時將行李交還兩名旅客，二人感激不已。

In the early morning of 12 May 2008, two frantic ladies rushed at random into the DFS shop near Gate 60 crying for help after a fruitless search for their missing bag in the West Departures Hall. The missing bag contained both their passports and money.

Knowing that their flight was due to depart from Gate 4 in 30 minutes, Wong Chi Hung, DFS Sales Supervisor, immediately checked with other shops and the Lost & Found Office.

Realising that the passengers were running out of time, Wong suggested that the two passengers head on to their boarding gate, while he continued to search every corner of the Departures Hall.

With just 10 minutes to go before departure, Wong’s search was finally rewarded – he found the bag with a cleaner who was about to send it to the Lost & Found Office. Running the entire way down the Central Concourse from Gate 60 to Gate 4, Wong returned the bag to the grateful passengers just in time.

只要做得到，我都會盡己所能幫助他人！Whenever possible, I go out of my way to help!

我視旅客如朋友， 朋友需要協助， 我當然義不容辭！ I treat every visitor as my friend. When my friends need help, I’ll do my best!

樺捷零售香港有限公司 I HDS Retail Hong Kong Ltd.書店高級店務員 I Senior Bookseller

鄺詠旋 I KWONG Wing Suen, Cookie

2008年2月，一名男士走進書店，臉上盡是緊張疑惑的神情。他向高級店務員鄺詠旋查詢，但他說的外語令鄺詠旋無從明白。

從該男士的外表和口音判斷，鄺詠旋直覺認為他是越南人，於是從書架上取出越南常用語的書籍，嘗試與他溝通。

鄺詠旋知悉他想致電回越南，於是馬上徵求他同意，翻查他的手提電話通話記錄，協助他致電給身在越南的親友。

電話接通後，一名年輕人接聽。那位男士聽到熟悉的聲音，差點兒喜極而泣。

六個月後，該名旅客與兒子重臨香港，並專誠前往書店向鄺詠旋道謝，感謝她熱心相助、關懷備至。

A gentleman walked into the bookstore in February 2008 apparently looking nervous and confused. He asked Cookie Kwong, a Senior Bookseller, a series of questions, but she was unable to figure out what he actually wanted as he spoke a completely foreign language.

From the gentleman’s appearance and accent, Cookie had a hunch that he was Vietnamese, and ingeniously tried to communicate with him by grabbing a Vietnamese phrasebook from the shelf.

After realising that he was trying to make a phone call back to Vietnam, Cookie quickly sought his consent to retrieve his call records and helped the man to place a call through his mobile phone.

The call connected and a young man answered. Upon hearing a familiar voice, the gentleman nearly burst into tears of joy.

Six months later, the man and his son came to Hong Kong again. He made sure to drop by the bookstore and thanked Cookie again for her kindness and thoughtfulness.

信和集團旗下酒店 I Sino Group of Hotels機場代表 I Airport Representative

廖日照 I LIU Yat Chiu, Sunny

2008年10月23日清晨，信和集團旗下酒店的機場代表廖日照在機場接待處接待一對菲律賓夫婦。他們表示已透過旅行社預訂酒店房間，要求安排車輛前往酒店。廖日照反覆查閱酒店的訂房記錄，並向酒店接待處查詢，發現並沒有兩人的訂房資料。

兩名旅客當時攜帶沉重行李，又手抱因生病而哭鬧的嬰兒，感到十分焦急無奈。廖日照帶領他們前往最就近的育嬰室，給他們暖水為嬰兒餵藥，並答應協助他們尋找住宿。

結果，廖日照替他們找到另一家酒店，並在送他們登上酒店專車後，致電酒店以確保他們到達後能即時獲得協助。

In the early morning of 23 October 2008, Sunny Liu, an Airport Representative for the Sino Group of Hotels, received a Philippine couple at the Airport Hospitality Counter. The couple requested transport service to their hotel which was supposedly reserved by their travel agent. After repeatedly checking the hotel’s arrival report and the hotel front desk, Sunny realised that their names were not on record.

Encumbered with heavy baggage and a crying, feverish baby in their arms, the couple were lost and worried. Sunny guided them to the nearest nursing room, offered the baby some warm water to take its medicine, and promised that he would help the family find accommodation.

Thanks to Sunny’s assistance, the couple finally booked another hotel. To make sure that the family would receive immediate assistance upon their arrival, Sunny gave the hotel a follow-up call after putting them in the hotel car.

客人開心，我便更加開心！

When my customers feel good, I feel even

better!

香 港 國 際 機 場 優 質 顧 客 服 務 計 劃HKIA Customer Service Excellence Programme