The Hong Kong Jockey Club's long-standing commitment to distinguished customer service has earned professional recognition with the winning of two prestigious honours in the Customer Service Excellence Awards 2011 - a gold team award in the Contact Centre Service category and a silver team award in the Counter Service category.
The gold team award went to the Club’s Integrated Contact Centre which manages two hotlines around the clock, namely the Club Hotline 1817 for general enquiries and the Customer Care Hotline 1818 for enquiries from account holders.
The Integrated Contact Centre received highly favourable comments from the judging panel for the service it provided to different customer segments of the Club's sporting and betting entertainment services. They praised especially the Centre's advanced technology that enabled high volumes of calls to be handled effectively, and the Club's professional training initiatives that equipped the staff with excellent product knowledge and customer service skills to ensure service consistency.
The Club’s Quarry Bay Off-Course Betting Branch won the silver team award in the Counter Service category after impressing the judging panel with not only its high standard of customer service, but also its proactive thinking and customer-centric attitude. It demonstrated how enhanced customer service could be delivered through only small adjustments to current practice.
Expressing his delight with the results, Executive Director of Customer and Marketing Richard Cheung thanked all the club's front-line staff for their efforts. "We are committed to providing quality service through comprehensive market research and the knowledge of changing trends to understand our customers," he commented. "At the same time, we equip our staff with top-quality service skills and product knowledge through continuous training programmes, dedicated to empowering our staff to satisfy ever-changing customer needs."
Organised by the Hong Kong Association for Customer Service Excellence, the Awards aim to recognise outstanding customer services by Hong Kong companies and their individual staff, further fostering customer service excellence in Hong Kong.
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The Cluba£į?s Director of Human Resources and Sustainability Mimi Cunningham (3rd from right) joins the founding members of the Hong Kong Association for Customer Service Excellence (HKACE) at a special ceremony, to mark the 12th anniversary of the HKACE.
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At todaya£į?s awards presentation ceremony, the Cluba£į?s Head of Telebet Services Peter Ng (2nd from left) receives the gold team award in the Contact Centre Service category, presented by James Tien, Chairman of the Hong Kong Tourism Board (1st from left) and Quince Chong, Chairman of the Hong Kong Association for Customer Service Excellence (1st from right).
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The Cluba£į?s District Manager Louis Lee (centre) together with the Quarry Bay Branch team, collect the silver team award in the Counter Service category, presented by James Tien, Chairman of Hong Kong Tourism Board (1st from left) and Quince Chong, Chairman of the Hong Kong Association for Customer Service Excellence (2nd from right).
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