Shell received a significant three accolades this year including two Gold Awards – the top honour for each category – and one Merit Award. The Fuel Your Happiness Team at Siu Lam Petrol Station won the Team Award for Counter Service (Gold). Meanwhile, the Program Award for Service Appreciation (Gold) was bestowed upon the Smiling Star Program. Finally, Mr. Lam Wai Kit was presented with the Individual Award for Counter Service (Merit).
“Putting the customer first is a core value for Shell, so we are deeply honoured to receive this triple win and to mark our 12th consecutive year of success in the HKACE Customer Service Excellence Awards,” said Mr Daniel Ng, Director of Shell Hong Kong Limited. “Superior service is a hallmark of the Shell experience, and I would like to thank our hardworking colleagues across the company for putting Shell’s compassionate values into practice. As our business looks forward to new growth and development in order to meet the needs of the market, we will continue to make customer service the fuel that drives our business strategy.”
The Fuel Your Happiness Team at Shell’s Siu Lam Petrol Station was commended for its commitment to warm-hearted customer service with a smile. Various factors contributed to the win of Team Award for Counter Service (Gold), including efficient service delivery via two attendants per motorist; proactive service trainings for staff; and a positive attitude and friendly mindset when serving customers. The teams are also encouraged to suggest their own ideas for the station. This supportive, proactive approach has led to exciting new initiatives such as a recent cotton candy machine on Children’s Day – letting families make their own candy and enjoy a lucky wheel, thus bringing a unique and happy experience to customers.
Winning the Program Award for Service Appreciation (Gold), the Smiling Star Program was launched by Shell to sustain and spread the “Welcome to Shell” culture. With a strong belief that people make the biggest difference, the Smiling Star Program encourages frontline staff to voice their opinions and suggest initiatives to improve the work environment. Top performing service champions receive a Smiling Star Award will join the Smiling Star Award ceremony which is held in a different city every year. The program has successfully motivated better staff performance, humanising the work experience and ultimately creating more dedicated and heartfelt service for customers as well.
Mr. Lam Wai Kit, who won the Individual Award for Counter Service (Merit), embodies Shell’s vision for excellent customer service. Shell strives to offer value and relevance to customers through added convenience at every level of the service station experience. This is delivered through regular upgrades to station facilities, non-fuel products and services such as car washes, and in-car shopping at select stations. Shell also makes additional efforts to understand the needs of staff and create a culture of respect and belonging, so that all colleagues can enjoy a positive work environment and provide customers with genuine, quality service.
The HKACE Customer Service Excellence Awards is organised annually, with the goal of driving forward a culture of service excellence for Hong Kong. Winning service providers are judged on a variety of factors, including service attitude and skills; consistency of service; professional image; and knowledge of product. Anonymous customer evaluations and group interviews are utilised to select the final award winners each year.
As a founding member of the HKACE, Shell maintains an enduring dedication to customer service excellence and regularly organises various events and initiatives to build brand trust and improve service quality, in support of Hong Kong’s global reputation for hospitable convenience and professionalism.
Ting Hoo, External Relations Manager
Tel: 2506 7341