The Hong Kong Association for Customer Service Excellence was formed in February 2000. In pursuance of the Association's objective to promote customer service excellence in Hong Kong, we have embarked on a series of research projects aimed at identifying best customer service practices in Hong Kong's leading service organizations.
The first research, involving some 600 customers and nine organizations from different service sectors renowned for their exemplary service performance, centred on "The Best Organization Structure and Human Resource Practices for Delivering Excellent Customer Service". The findings of this study are summarized in this document - "A Practical Guide to Delivering Excellent Customer Service". It is written in a readable and easily comprehensible format so that it can serve as a ready reference for service organizations in Hong Kong of any size and business nature.
We hope this publication will contribute to fostering a culture of customer service excellence in Hong Kong, thereby enhancing the competitiveness of the service industries.
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