Canon Hong Kong Honored at HKACE Customer Service Excellence Award with Gold Award in Customer Service Training for the First Time
Canon Hongkong Company Limited (Canon Hong Kong) has always adhered to the service spirit of " Delighting You always", dedicated to providing innovative products, high quality and considerate services, and organizing diverse activities to meet the different needs of customers. To navigate the ever-changing market landscape, we stress the importance of professional development and training for the service team. Through systematic and tailored training programs, employees are equipped with customer-centric mindset that exceeds customer expectations and enhances competitiveness. Thanks to the relentless efforts of our colleagues in continuously enhancing the quality of services, we have taken another step forward and attained the Gold Award of the Hong Kong Association for Customer Service Excellence (HKACE) Award 2024 under the category of Customer Service Training - Team Award. This prestigious recognition highlights our outstanding "PASSION of Customer Delight Training Program" in contributing to service excellence.
PASSION of Customer Delight Training Program
At Canon, we create impact through our strong corporate culture with passion to serve the public. We firmly believe that true customer satisfaction comes from extraordinary experiences that go beyond expectations. To closely integrate customer service with corporate culture, the Human Resources Division and Customer Delight Division jointly organized the "PASSION of Customer Delight Training Program" in 2023 for our technical service team who serve commercial and production printing system clients.
The "PASSION of Customer Delight" workshop integrates case sharing, group discussions, role-playing exercises and feedback sessions, to help the service team actively empathize with and understand customers’ needs and expectations. By igniting a genuine service passion, employees can extend joy and positivity from themselves to the team and ultimately to the customers. Recognizing employees as key stakeholders, we also conduct regular interviews to listen to their insights and challenges. Encouraging open communication between supervisors and team members ensures alignment in service expectations and quality standards. The above training has achieved significant results, receiving a large amount of positive feedback from customers in the 2024 "Auto Post Purchase Survey". Compared to 2023, the successful rate in the key performance index of first- time fix when our engineers provided the maintenance service has improved by 20%.
To be awarded the Gold Award of the HKACE under the category of "Customer Service Training - Team Award" brought positive motivation and encouragement to Canon Hong Kong’s management and service teams. We will continue to enhance services quality with passion and the spirit of excellence, to deliver heartwarming and high-quality customer experience.
About Hong Kong Association of Customer Service Excellence
Established in February 2000, the Hong Kong Association for Customer Service Excellence (HKACE) is a non-profit professional organization led by customer service professionals, comprising 9 founding members and 45 corporate members from different industries, with the support of the Government, community and industry leaders. By means of activities, awards and education programs, the HKACE is dedicated in fostering customer service excellence in Hong Kong.
About HKACE Customer Service Excellence Award
In line with the mission to promote customer service excellence among members, HKACE introduced the Customer Service Excellence Award program in 2001. Nowadays, the Customer Service Excellence Award has become an annual key event of HKACE. By presenting the Program Award, Team Award and Individual Awards for different categories as well as the Grand Award, the award motivates customer service staff, promotes a customer service culture and recognizes outstanding performers.
Canon Hong Kong received the HKACE Customer Service Excellence Award with Gold Award in Customer Service Training - Team Award from Dr. Bernard Chan Pak Li, JP, Under Secretary for Commerce and Economic Development (far right).
Mr. Gary Lee, President and CEO of Canon Hong Kong, (center) joined the winning team in attending the Award Presentation Ceremony.
The photo features the Human Resources Division, Customer Delight Division and the service team who are participating in the training program.
The HKACE Customer Service Excellence Award Presentation Ceremony cum 25th Anniversary Celebration Luncheon was held at Regent Hong Kong, honoring a number of companies that demonstrated outstanding performance in customer service.
