Hong Kong International Airport Customer Service Excellence Programme
Honours Staff Who Go the Extra Mile
(HONG KONG, 18 April 2012) – No matter how big or small, individual moments can make a difference in one's life. In recognition of the 65,000 employees at Hong Kong International Airport (HKIA) who perform their daily duties with care and commitment to the utmost in customer service, an award presentation ceremony was held today as part of the HKIA Customer Service Excellence Programme (CSEP).
Over 300 submissions were received this year for the 10 CSEP trophies given across Individual and Team Awards, increased from six last year. In addition, Cathay Pacific Airways, The Hong Kong and Shanghai Banking Corporation Limited, Airport District of Hong Kong Police Force and Plaza Premium Lounge were presented with Corporate Awards, and more than 100 airport staff received certificates.
The winners represent just a few of the many HKIA staff who went the extra mile for passengers this year. On the evening of 15 October 2011, a sales associate at the airport's Pal Zileri boutique, Angel Choi, spotted the unhappy face of a five-year-old European girl. She approached the girl and discovered that her rabbit doll was broken. With her sewing skills, Angel repaired the doll, resulting in a smile on the girl's face and warm memories of her visit in Hong Kong.
Another story demonstrates the teamwork excellence which is widely cultivated at HKIA. On a busy night in November last year, Lagardere Services HK Limited's staff found an envelope containing New Taiwan Dollar notes worth over HK$10,000 on a bookshelf in front of the cashier counter. Team leader, Bell Chau, immediately checked the in-store CCTV surveillance and asked the cashier, Leanna Chan, to search for clues from the pay slips and credit card records. After identifying the Taiwanese lady who had lost the money, Bell promptly assigned another colleague, Dorothy Fong, to check flight schedule, while Queenie Ng and Annie Lam were asked to look for the passenger at potential boarding gates. In a race against time, the five employees eventually returned the envelope and its cash, which in fact belonged to the lady's boss. The team's hard work had saved her a great deal of trouble down the road.
Stanley Hui Hon-chung, Chief Executive Officer of Airport Authority Hong Kong, extended his congratulations at the ceremony. "I offer my heartfelt gratitude to all of this year's winners, who not only exemplified excellent customer service but also made great contributions to HKIA. Last year, the airport served nearly 54 million passengers and achieved a position as one of the world's 10 busiest passenger airports for the first time. Despite being busier than ever, the relentless commitment of all our staff to delivering the highest level of customer service has helped us maintain HKIA's high quality. It is also a major reason why HKIA has won more than 50 best airport awards since it commenced operations in 1998."
Officiating at today's ceremony, Chairman of the Hong Kong Tourism Board Mr James Tien said: "In 2011, visitor arrivals to Hong Kong reached a historic high of almost 42 million. To ensure sustained development of our tourism, it is vital that Hong Kong offers highly efficient and superb services, besides providing various tourism facilities. I am gratified to see that this year's awardees have brought out the best of Hong Kong's professional and can-do spirit, helping to make our visitors feel at home as soon as they arrive the airport. I sincerely hope their stories would inspire others to make Hong Kong an even more hospitable and welcoming destination for visitors from all over the world."
The CSEP was launched in 2002 with an aim to reinforce an airport-wide commitment to customer service excellence at HKIA. In addition to recognition through awards, campaigns and seminars are organised throughout the year to promote customer service skills among airport community members and help them deliver a pleasant airport experience to passengers.
Airport Authority Chief Executive Officer Stanley Hui Hon-chung says despite being busier than ever, the relentless commitment of all airport staff to delivering the highest level of customer service has helped HKIA maintain its high quality.
Hong Kong Tourism Board Chairman James Tien says this year's awardees have brought out the best of Hong Kong's professional and can-do spirit, helping to make our visitors feel at home as soon as they arrive the airport.
Individual award winner Angel Choi repairs a girl's rabbit doll, resulting in a smile on her face and warm memories of her visit in Hong Kong.
Mr Tien presents a team award to Lagardere Services HK Limited's staff for their hard work in returning cash to a Taiwanese lady, which saves her a great deal of trouble down the road.
A group photo of Mr Hui and Mr Tien with all the awardees.
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