< Back to
Seminars & Symposiums
< Event Snapshots
Customer Service Forum for NGOs 2008
Excellent Customer Service of NGOs – Role Models of Corporate Award Winners
Introduction
The Hong Kong service industry takes up over 90% of Hong Kong’s GDP. Under globalization, Hong Kong is witnessing immense competition from Mainland China and Southeast Asian countries. Not only the business sector, but also the social service sector has to face challenges and difficulties because of the growing concern on customer service excellence. Staying ahead and sharpening on our competitive edge are all the time the key practices to maintain Hong Kong’s status as the world leader of customer service.
In 2002, the Hong Kong Association of Customer Service Excellence (HKACE) launched a Customer Service Excellence Award to motivate customer service staff, recognize outstanding performers and promote customer service culture with member companies.
By co-organising with HKACE, HKCSS Institute is glad to have their Gold awardees, namely The Kowloon Motor Bus Co. (1933) Ltd., PCCW and Cathay Pacific Airways Ltd, of Customer Service Excellence Award 2007 to share their successful experience on customer service in different aspects by illustrating real cases. With solid foundation and latest information of their expertise, we hope this seminar can provide NGOs new inspiration on customer service excellence.
Details
| Date: |
6 November 2008 (Thursday) |
Time: |
09:15- 13:00 (Registration starts at 09:00) |
Target: |
Staff of NGOs |
Venue: |
Auditorium, 1/F Duke of Windsor Social Service Building
15 Hennessy Road, Wanchai, Hong Kong |
Medium: |
Cantonese supplemented with English |
Fees : |
HK$120 (Early bird discount: $80; each $50 for 2 or above enroll at the same time) |
Early bird deadline: |
23 October 2008 |
Enquiries: |
HKCSS Institute, 28762454 / 2876 2470 |
| |
|
Welcoming Remarks
Ms Christine Fang 方敏生女士
Chief Executive, The Hong Kong Council of Social Service |
Ms. Quince Chong 莊偉茵女士
Chairman of Hong Kong Association for Customer Service Excellence |
Programme
Session 1
09:30 - 10:30
|
Customer Service Excellence on Hotline Service - The Challenge of Quantity and Quality |
|
Speaker
Ms. Carrie Kwong
Assistant Manager, Customer Hotline
The Kowloon Motor Bus Co. (1933) Ltd.
Carrie joined KMB in 2000 as the Assistant Manager, Customer Hotline. Her major responsibility is to ensure that the Hotline runs smoothly so that quality customer services are provided efficiently and effectively to the public. The Hotline’s winning strategy is to combine the best contact centre technologies with the best professionals in the contact centre industry. Carrie won the Gold Individual Award in the Internal Support Service of Customer Service Excellence Award organised by Hong Kong Association of Customer Service Excellence, the Bronze Award in the Supervisor of the Year of Call Centre Awards, and the KMB Outstanding Service Award. |
 |
Respondent
Mr Timothy K. W. Ma
Executive Director
Senior Citizen Home Safety Association
Mr. Ma currently serves as Executive Director of Senior Citizen Home Safety Association, of which its renown Personal Emergency Link Service relies very much on its 24-hourly operating PE Link Call Centre. Since Sept. 1, 1996 till now, more than 2.5 million calls have been received. Mr. Ma possesses with more than 30 years experience in social welfare service, of which more than 20 years at managerial level. Mr. Ma is good at staff management and cheering up, team building, creative service and operation training, in particularly at customer-oriented service design. Apart from being a registered social worker, he is also a certified risk planner. |
Session 2
10:30 - 11:30 |
The Moment of Truth – Implementing Service Excellence in Counter Service |
 |
Speaker
Mr Mark Liu
Assistant General Manager
Quality & Customer Care Management
Consumer Sales & Channel
PCCW Limited
Mark Liu has an extensive experience in customer service excellence and business improvement. Being the Assistant General Manager on Quality and Customer Care Management for PCCW, his responsibilities are twofold: conducts an end-to-end review for customer service and consumer product improvements and responds to all customer feedback about PCCW. His passion is to introduce the concept of customer service excellence in every customer touch point. Besides of acting as the internal advocate for continuous improvement initiatives, Mr. Liu is also promoting the importance of customer service excellence through symposiums with different organizations like PHAB Associations and HKG Post Office. Before joining PCCW, Mr. Liu was working in Cathay Pacific for 12 years. |
 |
Respondent
Ms. Kris Wong
Marketing Manager, New Life Psychiatric Rehabilitation Association
Ms Kris Wong is a graduate of The University of Hong Kong. She has more than 12-year solid experience in retailing & marketing. After working in the commercial field for several years, she joined New Life Psychiatric Rehabilitation Association in 2001. She is taking in charge of the management & business development of 13 social enterprises in retailing & catering. Apart from formulating & implementing extensive marketing strategies, she is also responsible for maintaining quality customer service provided in these social enterprises. |
11:30 - 11:45 |
Break |
Session 3
11:45 - 12:45 |
Behind the Successful Enterprises – Excellence in Internal Support |
 |
Speaker
Ms. Eliza Li
Manager Training and Development
Inflight Services Department
Inflight Training and Development
Cathay Pacific Airways Ltd.
Ms. Eliza Li began her career in Cathay Pacific Airways in 1975 as a cabin crew, working her way up to Inflight Service Manager. A role model in customer service excellence, Eliza was appointed Inflight Service Instructor in 1983. Taking a dual role of cabin crew and trainer, she was involved in service and leadership skills training for cabin crew of all ranks. In 2000, Eliza returned to the training centre as the Head of the Inflight Service Training and Development Team. Her extensive experience in recruitment and selection, training, personnel and performance management provided the key driver to unleash the potentials of the Cathay work-force by instilling into them the ownership of learning responsibility, and she also has led her training team to win successive training profession awards. Eliza has made valuable contributions to the Customer Service profession by her active and intensive involvements in the Hong Kong Association for Customer Service Excellence. |
 |
Respondent
Dr Danny Chow
Chief Information Officer, Information Technology Services Department
Hong Kong Sheng Kung Hui Welfare Council
The department plans, designs, builds and maintain information system for supporting organization daily operation as well as various strategy decisions making by following the concepts of “Individual Caring and Overall Concern”. These systems are used by finance, human resources, training and various services units for taking timely and effective action. Dr. Chow will share his experience in working with such large pool of internal customers on achieving their individual needs in addition to organization wide requirement. |
12:45 - 13:00 |
Q & A |
Reservation Detials
- Please read the Application Guidelines before enrollment.
- Please complete the Enrollment Form and send together with a crossed-cheque payable to The Hong Kong Council of Social Service by mail for reservation.
- Only the complete set of application will be proceeded on a first-come-first-serve basis.
- A note of confirmation will be sent to the applicants via email one week before the event date. Please contact HKCSS at 2876 2454 or 2876 2470 if you do not receive any notification.
- Download Application Guidelines and Application Form.
|
|
