January 24, 2017, Hong Kong - With a firm commitment to delivering quality fuel products with outstanding service to its customers, Shell Hong Kong Limited (“Shell”) has been recognised for the 10th consecutive year by the Hong Kong Association for Customer Service Excellence (“HKACE”) for its caring and reliable service.
The Shell Gas Maintenance Team was conferred the Team Award – Gold Award of Field & Special Service, while the Shell Station retail team’s Customer Service Officer Mr. Tam Kwai Hung, Eric taking the Individual Award – Silver Award of Counter Service. For their exceptional service standards, the Tai Hang Tung Shell Station retail team was honoured with the Team Award – Merit Award of Counter Service, and Shell Gas team member Ms. Cheung Hoi Kei, Shermana with the Individual Award – Merit Award of Contact Centre Service. These hard-earned accolades demonstrate the well-deserved recognition of Shell’s outstanding customer-oriented service by the HKACE judges.
“We constantly put into practice our ‘customer first’ core value and work to always improve our service standards. Our team is deeply honoured and greatly encouraged by these awards,” said Mr. Daniel Ng, Chairman of Shell Hong Kong Limited. “We will continue to provide excellent service and offer our customers the best service experience. We hope to do even better in 2017, in furtherance of the Shell spirit of quality customer service.”
The Shell Gas Maintenance Team strives to provide customers with all-around maintenance, safety checks, equipment installation, and 24-hour emergency support services. The judges were impressed with the performance of the Shell team for its ease and professionalism in dealing with emergency situations such as equipment failure, gas leakage or gas stoppage. In 2016, the Shell Gas Maintenance Team employed a special pipe-in-pipe method to replace a damaged pipe in a housing estate in Tuen Mun, halving the project’s duration from 30 to 15 days and significantly reducing disruption to the lives of the estate residents. Residents’ routines were minimally disrupted and back to normal within a short period of time. HKACE judges found the team’s professional and meticulous approach and caring manner to be greatly appreciated by customers.
The Shell retail team has been an industry leader in providing motorists with quality fuel and a variety of one-stop forecourt and other services such as convenience stores, simple hot food and car detailing. In working towards the goal of a sustainable future, Shell is a pioneer in offering customers Shell FuelSave Diesel B5 (Biodiesel), enhancing the customer experience by providing drivers with alternative options.
The annual Customer Service Excellence Awards is organised by HKACE with the aim of promoting a culture of service excellence among Hong Kong’s service providers by commending organisations and employees who demonstrate outstanding performance. Participants are judged on their service attitude, service skills, service consistency, professional image and product knowledge. Winners are selected through anonymous customer evaluations and group interviews.
Shell is one of the founding members of HKACE, with a longstanding commitment to customer service excellence. Shell regularly organises service quality conferences in order to listen to customer needs, continually improve service quality and help to build strong brand trust.
Maggie Lam, External Relations Manager