The Hong Kong Jockey Club’s top-notch customer service has received further professional recognition, earning honours in the Retail (Services) category at supervisory level in the 2013 Service and Courtesy Awards, announced today by organiser the Hong Kong Retail Management Association. This is the sixth year in a row that the Club has been honoured in these awards.
The Club’s Executive Director of Channels and Organisational Development Gary Chow said it was a great honour to receive this accolade again, thanking the front-line staff for their continued efforts and proactive attitude in striving for service excellence. “With today’s fast developments in digital technology, customers are changing their habits and expectations rapidly,” he observed. “As service practitioners, we need to keep pace with these rapid changes by constantly enhancing our product knowledge and service skills.”
One of the keys to delivering top-quality customer service, Mr Chow added, was continuous staff training and development programmes. He noted that the Club devotes substantial resources to the needs of its front-line staff, including customised training programmes. This enables them to enhance their work efficiency and service skills on a constant basis, ensuring that customer service can be maintained at the highest possible levels.
Winning the awards for the Club this year was Assistant Branch Manager Rainie Chan of Retail Department. The Service and Courtesy Awards are aimed at recognising outstanding practitioners of service excellence in Hong Kong and are highly coveted in the city's retail industry. This year’s competition attracted 822 candidates from 144 retailers, with winners being selected after several rounds of assessment, including three mystery shopper evaluations and two rounds of interviews with judging panels.
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 Hong Kong's largest community contributor, donating HK$1.95 billion in 2012/13. In addition, the Club is a major taxpayer, Hong Kong's single largest by far, generating over HK$17.64 billion in 2012/13 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. 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.
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HKJC staff cheer on hearing the announcement of the Club's success in the HKRMA 2013 Service and Courtesy Awards at a press conference today.
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The 2013 Service and Courtesy Awards earned by the Club in the Retail (Services) category at supervisory level is presented by Bankee P Kwan, Immediate Past Chairman and Advisor of HKRMA (right) to the Assistant Branch Manager Rainie Chan (middle), joined by the Cluba£į?s Head of Retail Gilbert Cheng.
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Club winner pictures with her colleagues and management team.
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