Corporate News

HKJC's customer service earns fifth consecutive accolades in Service and Courtesy Awards

11/07/2012

The Hong Kong Jockey Club has scooped honours in the Retail (Services) category at both supervisory and junior front-line levels in the 2012 Service and Courtesy Awards, announced today by the Hong Kong Retail Management Association (HKRMA).  This is the fifth year in a row that the Club’s high standards of customer service have earned professional recognition in these annual awards.

The winners of both awards come from Quarry Bay Off-Course Betting Branch.  They are Betting Services Assistant Fion Yau who wins at junior front-line level, and Branch Supervisor Alan Chow who has been honoured at supervisory level.  Chow received the same award at junior front-line level two years ago.

The Club's Executive Director of Channels and Organisational Development Gary Chow [no relation] said he was delighted to gain this further acclaim.  “We are very honoured to receive industry recognition once again because it shows that the service we provide to our customers is continuously enhancing to satisfy the ever-increasing customer expectation and demand,” he commented.

Thanking the team for their continued efforts over the years, contributing to the success of delivering service excellence, Chow noted that “given the rapid changes in our lives that have led to changes in customer habits and expectations, we as customer service practitioners should be able to keep enhancing our service and efficiency, as well as come up with innovative experiences that satisfy our customers' needs”.

The winners Alan Chow and Fion Yau attributed their success to the concerted efforts of the whole branch and the training provided by the Club, saying these had equipped them with confidence and the necessary skills to overcome the daily challenges they faced.

The 2012 Service and Courtesy Awards attracted 888 candidates from 143 retailers, of whom 261 were competing at supervisory level and 617 for junior front-line awards.  Winners were selected after several rounds of assessments, including mystery shopper evaluations and two rounds of interviews with judging panels. 

The HKRMA Service and Courtesy Awards is one of the best-recognised annual events within the retail industry, honouring outstanding practitioners for their service excellence.  The Awards are aimed at advancing the customer service standards of retailers and enhancing the competitiveness of Hong Kong’s retail industry.

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club is not only one of the world's leading horse racing organisations but also a world top 15 charitable organisation and Hong Kong's largest community contributor, donating HK$1.7 billion in 2012. It is also a major taxpayer, Hong Kong's single largest by far, generating over HK$16 billion a year for public funds. The Club pioneers technology applications for sporting and betting entertainment, striving for the highest levels of customer service. As a membership club, it is recognised as one of Asia’s most prestigious, with more than 23,000 members. These multifaceted roles make it a well-respected and remarkable organisation, dedicated to its mission of enhancing the quality of life for all Hong Kong people.

The HKRMA 2012 Service and Courtesy Awards earned by the Club in the Retail (Services) category at supervisory level is presented by Legislative Councillor Hon Vincent Fang Kang to Branch Supervisor Alan Chow (left).
The HKRMA 2012 Service and Courtesy Awards earned by the Club in the Retail (Services) category at supervisory level is presented by Legislative Councillor Hon Vincent Fang Kang to Branch Supervisor Alan Chow (left).

The HKRMA 2012 Service and Courtesy Awards in the Retail (Services) category at junior front-line level goes to Betting Services Assistant Fion Yau (left).
The HKRMA 2012 Service and Courtesy Awards in the Retail (Services) category at junior front-line level goes to Betting Services Assistant Fion Yau (left).

Club winners photo with the team.
Club winners photo with the team.

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