(26 January 2018, Hong Kong) Shell Hong Kong Limited (“Shell”) has once again been recognised a Customer Service Excellence Award from the Hong Kong Association for Customer Service Excellence (“HKACE”), marking the 11th straight time Shell has received the commendation. An employee at Shell’s Shatin City One Station also received the Silver Individual Award for Counter Service. The awards were given in recognition of the exceptional service of Shell’s service team, and for its efficient management team putting into practice Shell’s service mission to “Go Well”.
“We have always striven to make drivers’ journeys more comfortable and convenient by putting the ‘service’ back in ‘service station’,” said Mr Daniel Ng, Chairman of Shell Hong Kong Limited. “In the face of a rapidly changing market, ever-shifting customer demands, and technology developing by leaps and bounds, we emphasise our core value of ‘customer first’ by constantly improving our products and services, using advanced technology to enhance our connection with customers and bring them superior service experience. This honour fuels us to improve even more and outperform ourselves in 2018.”
Shell’s service strategy is to make the customer experience better through added convenience. In addition to its commitment to upgrading its gas station facilities, Shell offers a range of non-fuel products and services that have proven popular with customers – such as quick lubricant changes, car washes, 3M car detailing service, Shell Select convenience stores, in-car shopping, own-brand car cleaning products, freshly brewed coffee, hot local food and more – providing a comprehensive customer service experience.
To support its “Go Well” service mission, Shell promotes respect for people and co-workers to strengthen employees’ sense of belonging based on the philosophy that staff must be happy at work before they are able to provide customers with quality service. To achieve this, Shell invests in providing staff with an ideal working environment by upgrading facilities in staff restrooms, providing safety shoes and insoles for gas station staff, allowing flexible work arrangements, and arranging recreational activities and holiday surprises for employees.
The annual Customer Service Excellence Awards are organised by the 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 the HKACE, with a longstanding commitment to customer service excellence and the consolidation of Hong Kong’s global reputation as a “hospitable city”. Shell regularly organises service quality conferences to listen to customer needs, continually improve service quality and help build strong brand trust.
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