17Tuesday, July 16, 2013 SUPPLEMENT

CRE & CSQS 2013 Asia Pacific Leadership Summit & Hong Kong International CRE Innovation Expo

2013 Customer Relationship Excellence Awards Official Launch2013 Asia Pacific CRE Awards Dinner Ceremony

CRE Philosophy for Business LeadershipCustomer Relationship Excellence Awards Winner Group Photo with Mr. Jason Chu, Chairman of APCSC at Asia Pacific CRE Awards Dinner Ceremony 2013

services in order to improve satisfaction towards policies and efficiency.”Online customer service recognized from Malaysia

While self-service is essential when using any online platform, high speed customer service stays equally important to be competitive. Winner of the Online Customer Service, Innovative Technology and High Speed Customer Service of the Year, Ms Swee Lin Liew, Chief Commercial Officer of Astro Malaysia, saw the growing significance in online platform. “The awards are true tributes to our Go Beyond values in Multi-Channel Customer Care strategy including mobile, web, on-air and social media, and we will uphold our efforts as Malaysia’s leading integrated consumer media entertaining group to offer the most robust service for our consumer.”

Corporate Environmental & Social Leadership (Property Management)Henderson Land Group Property Management Department(Hang Yick and Well Born)Public Service (Public Utility)The Hong Kong Electric Co., Ltd.Public Service (Government)Land Transport Authority (Singapore)Global Support Services (Telecom)China Telecom Global LimitedGlobal Support Services (Logistics)DHL Express (Hong Kong) Ltd. Contact Center (Logistics – Under 50 Seats)DHL Express TaiwanContact Center (Logistics – Under 100 Seats)DHL Express (Singapore) Pte Ltd.Contact Center (Telecom – Under 200 Seats)IOIOContact Center (Telecom – Under 300 Seats)Chunghwa Telecom Co., Ltd.Contact Center (Logistics – Under 300 Seats)DHL Express (Hong Kong) Ltd. Contact Center (Entertainment – Under 500 Seats)Tsing Yi Telebet Centre, The Hong Kong Jockey ClubContact Center (Logistics – Under 1000 Seats)DHL-Sinotrans International Air Courier Ltd. National Customer Service DepartmentContact Center (Telecom – Above 1000 Seats)Advanced Contact Center Co., LtdIntegrated Support Team (Government)Directorate-General of Personnel Administration,Executive Yuan Personnel Information System Service CenterIntegrated Support Team (Service Desk)IBM Solution & Services (Shenzhen) Co., Ltd (ISSC)Innovative Technology (Entertainment)Astro Malaysia Holdings BerhadBest Use of Technology (Logistics)DHL Express (Singapore) Pte LtdCustomer Service Center (Insurance)AIA Guangdong Branch (Insurance)Customer Service Center (Banking Service – Bureau De Change)RHB Bank Berhad SingaporeCustomer Service Center (Property Management)Hang Lung PropertiesCustomer Satisfaction Quality System (Insurance)MetLifeCustomer Satisfaction Quality System (Logistics – North Asia)DHL-Sinotrans International Air Courier Ltd. National Customer Service DepartmentCustomer Satisfaction Quality System (Logistics – South Asia)DHL Express (Singapore) Pte LtdCustomer Satisfaction Quality System (Public Relations)Aries Consulting LimitedBest Customer Experience Management (Insurance)China Pacific Life Insurance Co., Ltd Yunnan BranchPeople Development Program (Property Management)Hang Lung PropertiesBest Customer Experience Management (Commercial Building)The Great Eagle Properties MGT Company Ltd. – Citibank PlazaHigh Speed Customer Service (Entertainment)Astro Malaysia Holdings BerhadBest Clubhouse (Property Management)Henderson Land Group Property Management Department (Hang Yick and Well Born)Best Social Media Program (Telecom)PT. XL Axiata, TbkBest Use Of Knowledge Management (Logistics)DHL Express TaiwanBest Use Of Knowledge Management (Telecom)PT. XL Axiata, TbkBest Customer Experience Management (Residential Building)Hang Lung PropertiesOnline Customer Service (Entertainment)Astro Malaysia Holdings BhdMerit - Best Customer Experience Management MetLife

2012 CRE Awards Corporate Winners

CSQS would, in the long run, be the foundations of brand building and customer loyalty, in readiness to meet future global customer demands across and beyond the Asia Pacific.

The CSQS guidelines are reviewed on an annual basis so as to keep an up-to-date best practice roadmap for firms to reinforce strategic customer retention disciplines. “This year, we expand our focus on such issues as customer lifecycle management and personal data and security treatment,” said Chu. “It is critical for firms to carefully handle customers’ personal requirements, feedback and data for CRE Leadership.”Lifetime journey to CRE discovery

Emphasizing the importance of treating CRE Leadership as a life-time journey, Chu further explains: “As true leaders, we never stop in our CRE Journey to engage our customers; empower our people; innovate beyond customers’ imagination; transform ourselves to provide better customer experiences; pursue professional standards, and strive for customer satisfaction.”

Henderson Land Group, winner of the Corporate Environmental & Social Leadership and the Best Clubhouse categories, has participated in the Awards for 11 consecutive years. “The compliment demonstrates the continuous commitment to provide premium property management service as an integral part of the brand’s ‘Interactive Service for Quality Management’ initiative,” said Mr. Suen Kwok Lam, Executive Director. “The award not only acknowledges Henderson’s pioneering role in achieving customer contentment, but also motivates us to reinforce our performance in such areas as corporate social responsibility.”

Consecutive Winner Logos in recognition of organizations' long-term participation.

Government winners from Singapore and TaiwanLand Transport Authority (Singapore) was

conferred the CRE Awards – Public Service of the Year (Government). Mr Chew Hock Yong, Chief Executive said, “As an organisation dedicated to creating people centric land transport system, this Award validates the commitment and efforts of our staff at all levels, in particular our officers who work relentlessly at the frontline to provide excellent service to our customers; has given us great encouragement in pursuing excellence in service leadership, partnership and innovation.”

From Taiwan, Mr Bang-Jeng Chen, Director of Information Management Office, Directorate-General of Personnel Administration, Executive Yuan said, “It gives us the privilege to receive the special honor of ‘Integrated Support Team of the Year’. In the new era of service economy, each governmental agency needs to understand and think of the provision of better

International CRE Awards Judging Panel

Mr. Brett Whitford Executive Director Customer Service Institute of Australia

Prof. George Huang Department of Industrial and Manufacturing Systems Engineering The University of Hong Kong

Mr. Tatsumi Yamashita CEO of Help Desk Institute Japan

2012 CRE Awards Corporate Winners group photo

“On behalf of APCSC and the international supporting organizations, I congratulate you all for your unwavering commitment and perseverance in reaching Customer Relationship Excellence (CRE) despite global crisis. On the 11th CRE Awards anniversary, we have the most overseas international winners and finalists from Hong Kong, China, Singapore,

Taiwan, Malaysia, Indonesia, and Thailand. All finalists have gone through the Public webvoting by both your customers and the public’s recognitions, and the CSQS assessment and endorsement from international bodies. The annual international CRE Awards program has augmented the discovery of innovations from different cultures, promoted service advancements cross borders, and fulfilled the promises from the CEO’s to continuously strive for superior services for the future global consumers,”

CRE Leadership is a Lifetime Journey! Through each CRE Awards Journey, we have together fostered genuine trust, customer advocacy, supportive partnership and long lasting friendship with a common mission and mutual willingness to support and share customer service excellence and best practice in the CRE Leadership Community through CRE & CSQS Roundtables in Asia Pacific cities.

CRE Leadership is a Lifetime Journey! The true leaders never stop their CRE Journey to engage our customers, empower our people, innovate beyond customers’ imagination, do the right things, invest for greater returns, transform for better customer experiences, and pursuit professional standards and customer satisfaction for a higher economic net promoter value. Together, APCSC is privileged to facilitate and expand the CRE & CSQS professional platform with all of you for knowledge exchange, experience dialogue and best practice benchmark among international CRE leaders across industries. CRE Leadership is a Lifetime Journey!

Tonight, we celebrate together as the International CRE Leadership Community for our outstanding teamwork, customer centric innovation, and pursuit of service excellence. On behalf of APCSC and the CRE Awards organizing committee, congratulations to all of you winners of CRE Awards!”

Message from Mr. Jason Chu, Chairman of APCSC

The uncertainties of global economy have subjected companies to more rigorous challenges. To meet customer demands and retain their loyalty, firms must focus on CRE (customer relationship excellence) strategy in the center of their business philosophy and operations. Those that have excelled under these difficulties have recently been recognized for their outstanding performance.Coveted international prize of excellence

At the 11th international gala dinner organized by Asia Pacific Customer Service Consortium APCSC on 14th June, over 220 business leaders from outstanding firms and individuals at all levels, from frontline to CEOs, were singled out for their contributions to customers in the AP region, to receive the coveted Customer Relationship Excellence (CRE) Awards.

This year, on top of the many multi-national winners and finalists from Hong Kong, Taiwan, Singapore, Malaysia, Indonesia and Thailand, eminent industry experts and key media were well represented at the gala dinner, signifying the prestige of the award on a global level. CRE Awards similar to European Championship

Majority of corporate winning teams have reached world class and market leadership. Hong Kong Electric, for example, electricity supply reliability reaches over 99.999% ranking at top of the world. It is worth mentioning that the global courier DHL Express has 4 business units’ winners from Hong Kong, China, Taiwan and Singapore that rank top 10 among the DHL global network in 220 countries. These high performance firms reflect the CRE Awards competition raise to the world’s top level, comparable to the European Football Championship.CSQS and public voting as judging process

With over hundreds of nominations across 65 Corporate and Individual categories in this latest edition of the Awards, all nominees have gone through a rigorous judging process in which contestants are assessed on various criteria and comprehensively evaluated for their performance in CRE Leadership.

Apart from a self-assessment and a business case presentation by each nominee, the judging panel also conducts a Customer Service Quality Standard (CSQS) on-site assessment as well as mystery calls or visits, to see how well each contestant handles enquires and feedback from customers, followed by a public webvoting before they make the final winners.Meet future global customer demands

The rigorous process is to ensure that each awardee achieves the level 2 “proactive service center” of CSQS. Mr. Chu emphasized that CRE &

Summit Day 1 (left to right): Sebastian Kuntz, International Board Member of Tripolis Solutions, Netherlands; Rita Suttarno, Senior Executive – Social Media and Sinamar Reyes, Research and Development Manager of QNet; Jason Chu; Grace Zhao, CEO of Grand Media; Stephen Tai, Telebet Manager of Hong Kong Jockey Club

CSQS on-site Assessment – Customer Service Ambassador of China Pacific Life Insurance Co., Ltd. Yunnan Province provided Service via mobile tablet

CEO Luncheon Forum – Day 1 (left to right): Ng Sze Min, Technical Presales Consultant of Interactive Intelligence; Phuah Aik Chong, Vice President (IT) of Astro Malaysia; Ibu Wardhani Soedjono, President Director of PT VADS Tbk., Indonesia; Jason Chu

Brian Wan, Customer Service Manager of Nexusguard Ltd. received the CSQS Certificate and Trophy

Frits E. Fraase Storm, Country Director, and Sebastian Kuntz, International Business Development and Board Member from Tripolis Solutions, received the Expo Innovation Awards Certificate and Trophy

CSQS on-site Assessment – Land Transport Authority (Singapore) accompanied by Lew Yii Der, Group Director; William Wong, Director, Corporate Development & Research; Peter Leong, Deputy Director Customer Services; Tan Kim Hong, Director, Public Transport Promotion & Services

CSQS on-site Assessment (right to left)– RHB Bank Berhad Singapore at Changi Airport accompanied by Jason Wong, Country Head – Singapore; Yvonne Lim, Section Head, Changi BDC & Banknotes; Luke Diep, Head, Service Quality & PR; Vivian Cheong, Manager, Changi BDC

CSQS on-site Assessment – PT. XL Axiata, Tbk, Indonesia accompanied by Becquini Ak bar, A ssistant V ice President Customer Service Vendor Mgt Organization

Sheu Ruey Jen, Vice General Manager of the Taiwan Life Customer Service Centre received the CSQS Certificate

Su e n Kwo k L a m , M H , J P, M a n a g i n g D i re c to r o f Henderson Land Group received the CSQS Certificate

CSQS on-site Assessment – Advanced Contact Center Co., Ltd.. accompanied by Jaiporn Srisakul, Managing Director

CSQS on-site Assessment – DHL Express Taiwan accompanied by Andy Lai, Manager, Customer Care & Key Account Desk

Ian Wong, Senior Partner from Continuous Technologies International Limited, received the Expo Innovation Awards Certificate and Trophy

2012 CRE Awards Individual Winners group photo

18 Tuesday, July 16, 2013SUPPLEMENT

CRE & CSQS 2013 Asia Pacific Leadership Summit & Hong Kong International CRE Innovation Expo

CSQS Certification for CS Distinction APCSC has developed the Customer Service Quality

Standard (CSQS) in association with the University of Hong Kong, together with industry support from the CSQS Committee Asia Pacific. A highlight of the summit, APCSC presented the CSQS Certificate of Distinction to Henderson Land Group Property Management Department, Taiwan Life Insurance, and Nexusguard Ltd. respectively, in recognition of their overall service quality, CSQS best practice compliance and performance of the entire customer service operation.

CEO of the Year Paul Salnikow, The Executive Centre (Office Solution)Carol Li Xiao Ying, AIA Guangdong Branch (Insurance)Entrepreneur CEO of the Year Danny Yeung, Groupon (eCommerce)CRM Director of the Year Cut Noosy Keumalafajri, PT. XL Axiata, Tbk (Mobile)Ken Chao Kie Kang, DHL Express Taiwan (Logistics)Andy Cheung, Groupon (eCommerce)CRM Manager of the Year Raymond Law Pak Cheung, MetLife (Insurance)Winnie Hung Leung Leung, one2free (Mobile)Andy Lai Chin Hung, DHL Express Taiwan (Logistics)Joel Chun Ka Hung, Citic Telecom International CPC Limited(Network Communications)Customer Service Manager of the Year Vincent Hui Wing Tung, The Hong Kong Jockey Club(Entertainment – Contact Center)Sam Cheng Sum, one2free (Mobile – Contact Center)Rosanna Yim Wai Kwan, DHL Express (Hong Kong) Limited(Logistics – Contact Center)Rachel Mak Ching Ting, MetLife (Insurance – Contact Center)Rachel Zhang Ping, China Enterprise Communications Limtied(Network Communications – Service Center)Agnes Cheung Wai Fun, Hong Kong Airlines Limited(Airlines – Service Center)Andy Liu Tao, IBM Solution & Services (Shenzhen) Co., Ltd ((ISSC)(Service Desk – Technical Center)Customer Service Team Leader of the Year Vivian Chu Jui Hsuan, DHL Express Taiwan (Logistics – Contact Center)Dionnie Ho Tin Yan, one2free (Mobile – Contact Center)Sandy Leung Wai Chi, The Hongkong Electric Co., Ltd. (Public Utility – Contact Center)Derek Wong Man Wai, The Hong Kong Jockey Club(Entertainment – Contact Centre)Terence Fung Lai Yee, Hong Kong Airlines Limited (Airlines – Service Center)Cherry Wei She Yan, IBM Solution & Services (Shenzhen) Co., Ltd (ISSC)(Service Desk – Technical Center)Chris Chan Chi Chung, one2free (Mobile – Technical Center)Customer Service Professional of the Year Elinor Wong Wai Mei, The Hongkong Electric Co., Ltd. (Public Utility – Contact Center)Yoki Ngan Wai Yau, The Hong Kong Jockey Club (Entertainment – Contact Centre)Cody Lei Ka Wo, New World Telecommunications Limited(Telecom – Contact Center)Sky Dong Tian Li, DHL-Sinotrans International Air Courier Ltd.(Logistics – Contact Center)Louis Tam Lai Lok, one2free (Mobile – Technical Center)Merit – Customer Service Manager of the Year (Contact Center)Lillian Ding Lin, DHL-Sinotrans International Air Courier Ltd.Sandra Chan Yuk Chu, The Hong Kong Jockey ClubMerit – Customer Service Team Leader of the Year (Contact Center)Gillian Tan Qian Ming, DHL-Sinotrans International Air Courier Ltd.Louisa Chung Wai Chu, DHL Express (Hong Kong) LimitedBrian Leung Wai Kei, The Hong Kong Jockey ClubIris Lam Chau Ying, The Hong Kong Jockey ClubMerit – Customer Service Professional of the Year (Contact Center)Jackie Wu Jen Yuan, DHL Express TaiwanCarly Wong Ka Man, one2freeMichael Chan Wai Yip, The Hong Kong Jockey ClubEric Lau Ho Tai, The Hong Kong Jockey ClubCalvin Cheung Tak Kei, The Hongkong Electric Co., LtdWinnie Wong Yik Yue, The Hongkong Electric Co., LtdKimmy Leung Kit Ying, The Hongkong Electric Co., LtdBonita Chan Shan Shan, The Hongkong Electric Co., LtdRene Law Ka Yee, The Hongkong Electric Co., LtdAnita Tsang Fung Kau, New World Telecommunications LimitedJoe Chu Siu Kin, DHL Express (Hong Kong) Limited

International Keynotes on Future LeadershipReady for Future Thinking Leadership

Organized by APCSC, the CRE & CSQS Leadership Summit 2013 held earlier in June in Hong Kong, assembled an illustrious list of international keynote speakers from world-renowned firms and government sectors, Awards finalists and past winners to share industry insights on enabling business acceleration while delivering impeccable service. The 11th Summit shed light on the theme: Discovering CRE Innovation & Integration; Meeting Future Customer Demand Today.

The 2-day summit attracted over a hundred companies from around the world to network exchange on a wide range of topics and ideas with senior leaders from Hong Kong, China, Japan, Malaysia, , Singapore, USA, Europe, Taiwan, Thailand, Philippines, etc. Future thinking topics were the focus, including digital marketing, social influence, mobile innovation, customer diversity and centricity, CEM, BPO partnership for CRE.

Mr Adrian Luwa, Operation Director, Nexusguard said, “By implementing CSQS standards, we can ensure that our customers consistently receive exceptional service regardless of their language, industry, business model or IT infrastructure. In an industry where technology and finesse are king, Nexusguard maintains that customer service must never take a back seat.”

2012 CRE Awards Individual Winners

Overview of CRE Awards 2013 ProcessOpen for Application & Nomination Jun-Dec 2013CSQS Preparation for the CRE Awards^Application Deadline *EA Sep 15 **SA Dec 15Self Assessment Questionnaire Jan 31, 2014Business Case Presentations Feb 2014Stage One Screening Feb-Mar 2014Mystery Call / Visit Mar-Apr 2014CSQS & CSKM On-Site Assessment Oct-Dec 2013 Jan-Apr 2014Stage Two Screening Apr-May 2014Public Web voting Apr-May 2014Final Assessment by Judging Panel May 2014CRE Awards Dinner Ceremony Jun 2014Press Release & Publication of Newspaper Jun-Jul 2014

*EA: Early Application **SA: Second Application^CSQS Training is mandatory for CRE Awards applications

International CEO Forum on Social CRM & CEMAt the CEO Forum, Ocean Park CEO Tom

Mehrmann talked about how the Park provide innovative superior customer experience, allow customers to connect with nature, combine fun education, and empower staff innovation beyond the customers imagination. CEO of HDI Japan, Tastumi Yamashita; President Director of PT VADS Indonesia, Wardhani Soedjono and CEO of Chunghwa Telecom Customer Service Division Yi-ching Chen share their successful strategies in leveraging the social, digital, online and offline integration strategy with business cases to enlighten the audience.

Engage Customers & Promoters with Social InfluenceCustomer loyalty is a major issue of concern at

the Summit. “It’s all about attracting and engaging the right, repeat consumers to be your promoters to offer positive review or testimonials,” said Mr. Jason Chu, Chairman of APCSC, in his opening speech in the Summit. “Customer relationship excellence is often the key that leads to compelling loyalty proposition, market leadership and branding for B2C global consumers and B2B business clients.”

Charles Mok, Hong Kong Legislative Council Member (ICT) shared how using social influence with technologies to identify vital customer preferences and patterns for communicating with customers can allow frontline to be able to quickly access customer information, so that the entire customer experience can be even more smoothly. From Indonesia, Miss Cut Noosy Senior GM of XL Axiata shared the key successes of innovation in outsourcing partnerships by using the metaphors of marriage relationship for the optimum management services to create win-win-win.

19Tuesday, July 16, 2013 SUPPLEMENT

CRE & CSQS 2013 Asia Pacific Leadership Summit & Hong Kong International CRE Innovation Expo

Electricity is so indispensable in our daily life that a safe and reliable supply has become vital. For more than a century, HK Electric, the wholly-owned subsidiary of Power Assets Holdings Ltd., has been serving Hong Kong with an unwavering commitment to its customers.

This commitment to service excellence has earned the Company many accolades over the years. The results of the 2012 Customer Relationship Excellence (CRE) Awards again echoes this, as the Company receives a host of individual awards, plus the prestigious Public Service of the Year Award for the fifth consecutive year, as presented by Asia Pacific Customer Service Consortium.Teamwork counts

Customer care has long been the number one strategic priority for HK Electric, Mr. Raymond Choi, Chief Customer Services Engineer pointed out. He believed the nurturing of a deep-rooted service culture within the company is the foundation for its service excellence.

“Service aptitude is important, particularly in today’s service industry where customer expectation is ever rising,” he continued. “That’s why we implement rigorous procedures for staff recruitment to ensure they meet our requirements, and provide comprehensive training once they are on board.”

Besides ensuring that each staff member be well-versed and competent in their daily duties, HK Electric also values teamwork. Mr. Sin-kwong Kung, Senior Customer Supplies Engineer believed team-spirit with a positive mindset is the key to quality service. “The daily briefing session brings our staff together to share the latest information about the Company as well as market developments, to evaluate past performances, and to benchmark with other service providers.”

Miss Sandy Leung, winner of the Customer Service Team Leader of the Year (Contact Center – Public Utility) stressed that communication and sharing were the key factors to team building. “As a team leader, I need to summon rapport from other team members, and bridge the views between the management and my team mates.” Miss Elinor Wong, winner of the Customer Service Professional of the Year (Contact Center – Public Utility) said “Only with the teamwork and good communication among different departments can we respond promptly to various requests from customers.”Caring for the minority

HK Electric attributes its success in customer services to the Company’s commitment to meeting customers’ needs.

“For instance, we have recently launched the electronic billing service for the visually impaired customers,” Mr. Choi said. This is made possible by the increasing use of screen reading software (by

Caring Service Culture Wins Recognition

voice) and refreshable Braille display by the visually impaired in surfing the Internet. “Other services such as our concessionary tariffs, large-font bills and booklets, teleloop system, SMS enquiry hotline; and the minority language publications are all tailor-made for specific customer groups, ” added Mr. Choi.

Miss Kimmy Leung, winner of the Customer Service Professiotnal of the Year (Contact Center – Public Utility) agreed, “It is really important to put ourselves in the customers’ shoes and lend them our ears. It is heart-warming sometimes to be able to offer the most suitable solution to customers. Even when no solution comes about, the exchange can also be most rewarding when customers feel they are heard and respected.”

Technology yields happy customersHK Electric also understands the importance

of applying latest technology in good customer services, and hence has made the web contents more interactive and user-friendly.

Promoting environmental protection through advanced technology is also a deliberate corporate initiative. “With the growing popularity of smartphones, we have recently upgraded our ‘HK Electric Low Carbon App’ with more useful information on energy efficiency and green tips, with the aim of encouraging our customers to take up a low carbon lifestyle,” Mr. Choi added.

“At HK Electric, we see satisfying our customers as one of the highest priorities in our operations. We have established world class customer service standards and we strive for excellence by providing friendly, responsive and professional services at all levels.” Mr. Choi concluded.

Rene Law, Sandy Leung and Kimmy Leung (from left to right), winners of the individual awards, are recognised for their understanding of customer needs.

HK Electric wins the Public Service of the Year (Public Utility) and seven other individual awards.

5 Market Leaders Awarded with People Site Certification f r o m A P C S C . T h e awardees are (left to right): International Herald Tribune, Mead Johnson Nutrition (Hong Kong) Ltd., Quality HealthCare Medical Services Ltd., Nexusguard Ltd., and GIA Hong Kong Laboratory Ltd.

Taipei CRE & CSQS Roundtable in July 2012 hosted by Chunghwa Telecom Co., Ltd.

Qingdao CRE & CSQS Roundtable in January 2013 hosted by Haier Inc.

Hong Kong CRE & CSQS Roundtable in October 2012 hosted by The Hongkong Electric Co., Ltd.

Taipei CRE & CSQS Roundtable in February 2013 hosted by Chinese Society for Quality.

Kuala Lumpur CRE & CSQS Roundtable in August 2012 hosted by Tenaga Nasional Berhad.

Shenzhen CRE & CSQS Roundtable in January 2013 hosted by Aeon Information Service (Shenzhen) Co., Ltd.

Bangkok CRE & CSQS Roundtable in March 2013 hosted by Advanced Info Service Plc.

Shanghai CRE & CSQS Roundtable in October 2012 hosted by China Pacific Life Insurance Co., Ltd.

Singapore CRE & CSQS Roundtable in March 2013 hosted by DHL Express (Singapore) Pte Ltd.

Taipei Customer Experience Innovation and Management Workshop in December 2012 hosted by Chunghwa Telecom Co., Ltd.

Jakarta CRE & CSQS Roundtable in March 2013 hosted by PT XL Axiata, Tbk.

Hong Kong CRE & CSQS Roundtable in December 2012 hosted by QNet Ltd.

Guangzhou CRE & CSQS Roundtable in March 2013 hosted by AIA Company Limited Guangdong Provincial Branch.

Kunming CRE & CSQS Roundtable in April 2013 hosted by China Pacific Life Insurance Co., Ltd.

Kuala Lumpur CRE & CSQS Roundtable in April 2013 hosted by Dragonfire Corporate Solutions Sdn Bhd & Emerging Journey Asia Sdn Bhd.

G r o u p Ph o to o f Ce r t i f i c ate i n Cus to m e r S e r v i ce Management (CCSM) Training in September from senior management of PT XL Axiata (Indonesia), Advanced Contact Center (Thailand), Companhia de Electricidade de Macau, MetLife, Continuous Technologies, DHL Express Hong Kong, HP, Global Payments

20 Tuesday, July 16, 2013SUPPLEMENT

CRE & CSQS 2013 Asia Pacific Leadership Summit & Hong Kong International CRE Innovation Expo

Shenzhen CRE & CSQS Roundtable in April 2013 hosted by Hui Cheng Commercial Service Development Co., Ltd.

Shanghai CRE & CSQS Roundtable in April 2013 hosted by DHL-Sinotrans International Air Courier Ltd.

Singapore CRE & CSQS Roundtable in April 2013 hosted by Land Transport Authority.One of the hot topics in the 2-day event is investing

in staff to give firms the winning edge. “With increasing channels and competitions, customers are more selective with professional pre and post sales services and customer experience across channels,” said Mr. Chu. “Investment in people development, training and certification is the cornerstone for employers of choice to nurture their employees and customers.”

Service Excellence for People Site Certification The People Site Certification (PSC) recognizes customer

service centers’ eminent contributions. Firms awarded with PSC have over 90% of their Customer Service and Contact Center staff certified under APCSC’s Global Certification programs. The 5 leading firms that garnered the PSC this year well equipping their employees with CRE performance:

• GIA Hong Kong Laboratory Ltd.• International Herald Tribune• Mead Johnson Nutrition (Hong Kong) Ltd.• Nexusguard Ltd.• Quality HealthCare Medical Services Ltd. (QHMS)Paul Li, Executive Director of QHMS said, “The credit

really goes to our 24-hour medical call center which acts as the first point of customer contact, handling thousands of calls and email enquires a month. We are committed to allocating more resources to empower our staff for all-round service excellence.”

Search for the best standard from the CSQS guidelinesWhen many firms are struggling to achieve

excellence, CSQS provide them with a structured roadmap to this end. “CSQS is essentially the fundamental reference to the CRE Awards standard that characterizes world-class services,” added Chu.

Among the many certified training programs APCSC offers, the 4-day Certificate in Customer Service Management (CCSM) covers both the basic and advanced topics in 17 chapters on CRM, KM, CEM, IT, people and performance management, and more.

Mini MBA to exceed future customer demands The CCSM also covers in-depth CSQS knowledge and

auditing tools to help attendees become an internal CSQS auditor. The intensive program is similar to a Mini MBA program that helps raise the awareness and knowledge of the latest advances in terms of technology as well as management best practices. It also requires project managers to attend before taking part in the CRE Awards competition.

With the inclusion of the latest research and case studies, the program is designed to help senior leaders solve business challenges and increase revenue, while boosting employee job satisfaction and sense of belonging. “We certainly expect these certified professionals to make a positive impact in the markets and customers they serve,” added Chu.

HK International CRE Innovation Expo Solutions

Thought Leadership from CRE & CSQS RT’s

Expo Innovation Winners from America and EuropeThis year, Interactive Intelligence Group from the

USA and Tripolis Solutions from the Netherlands are the Expo Innovation Awards recipients for the Contact Centre Process Automatic System and Dynamic Direct Marketing Campaign respectively. Rachel Wentink, Senior Director of Strategic Initiatives for Interactive Intelligence said, “This award is a testament of our commitment to research and development in ensuring we continue to offer solutions that meet and exceed the needs of our customers throughout Asia, which include our innovative business process automation application, enable our customers.”

Innovation a Step Closer to the FutureIn his overview of the fierce market in the AP region,

Jason Chu, Chairman of APCSC pointed out that top firms

are always on the lookout for cross-leveraging measures; high-impact service innovation technologies to engage customers; and take action on feedback so as to improve their service for sustainable business growth and customer retention. Chu added that using innovative technologies that support and leverage on the digital, social and mobile trend has become a key factor.

Joost Nienhuis, CEO of Tripolis Solutions BV said, “With dynamic e-marketing the moment of opening or reading is decisive. It is an innovative and logical development that will bring the worldwide e-marketing business a step closer to the future. Winning this prestigious Expo Innovation Award not only shows the success of our long-term efforts in developing this innovative software, it also enables a new way of e-mailing for marketers worldwide: email 3.0.”

Over the years, in regularly hosting Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtables (RT’s) across international cities, APCSC has established an effective, professional platform for firms to create an active dialogue and benchmark with other best practices across boarder,

Social Media Impact Customer Service

In today’s age of constant connectivity and instant solutions, the use of social media sites and their networking brethren, has revolutionized the way of doing business. Now, these powerful social channels are applied in PR, marketing, CRM and loyalty programs, customer service, crisis management, and more.

In initiating the trailblazing path, APCSC has, for years, organized the RT’s in many cities, to bring into the limelight the critical development and relationship between customer service and social media impact and encourage firms to develop CRE strategies with modern and innovative customer service channels. “Customers around the globe are demanding 24/7 services and quick responses,” said Chu. “Social media may well be the best asset for bolstering customer service anywhere, anytime.”

Social CRM Responding to Market ChangesIn one of the many fruitful RT’s held recently, in

Jakarta, Mr. Becquini Akbar, AVP Customer Service of XL Axiata shared about the successful social media service

“XL Care” which has become a potential channel to deliver outstanding service experience and increase XL revenue to reach Indonesian customers by delivering outstanding experience through end-to-end process. He added, “XL Care has managed to fulfill the high customer expectation from Indonesians by providing quick problem solving, effective educational information, and strategic collaboration with various stakeholders, namely universities, bloggers, journalists, and communities.”

While in Bangkok, the issue of Social CRM was the center of discussion. Jaiporn Srisakul, Managing Director of Advanced Contact Center encouraged all, “The Bangkok RT offers a unique opportunity for all of us here to share experience and expertise about Customer Service and CRM including Social CRM. ACC aims to provide customers with a world class experience beyond their expectations and believe everyone can do as well.”

Strategic Public Crisis ManagementDelegates concurred on the powerful influence that

opinion leaders wield on social networking sites. As well, they also sounded the warning that ignoring customer complaints could turn quickly into a public relations crisis. Chu pointed out, “CRE leaders should have developed the discipline to always take customer complaint as a mechanism to improve their products or services, and furthermore, as an opportunity to strengthen customer loyalty,” he advised.

Develop Professionalism as Employers of Choice

The Hong Kong International CRE & Innovation Expo Innovation Awards, launched in 2012 by APCSC, recognizes firms that have demonstrated innovative capability in solving business challenges with successful cases and cutting-edge management systems. Awards were presented at the Expo co-located with the Summit.