Press Release

 

 

Speech by Secretary for Commerce and Industry

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Following is a speech by the Secretary for Commerce and Industry, Mr CHAU Tak Hay, at the First Anniversary Ceremony

of the Hong Kong Association for Customer Service Excellence today (February 15) (English only):

Mr Chiang, ladies and gentlemen,

It is my great pleasure to be here today (February 15) to celebrate with you the first anniversary of the Hong Kong Association for Customer Service Excellence.

Hong Kong ranks among the most service-oriented economies in the world. The service sector accounts for over 85 per cent of our Gross Domestic Product and employs 82 per cent of our workforce. As our economy moves up the value-added ladder, improving the quality of our services has become all the more important.

Service quality, like beauty, is in the eye of the beholder - in this case, the customer. Discerning customers today look for personable front-line staff, speedy delivery, satisfactory after-sales service, sensitive response to customer comments, and above all, better value for money. By providing quality service that meets customer expectations, our service industry has been able to maintain its pre-eminent status in the region.

While we can rightly take pride in our track record, we should be mindful that past achievement does not guarantee future success. Advances in information technology are changing the nature of the service industry in many different ways. The emergence of the Internet in particular has created a whole new way of reaching and serving customers. To ensure that we stay ahead of the competition, we must constantly innovate and improve. We must upgrade our skills and professionalism. We must also cultivate a service culture that encourages excellence in quality.

The Government is committed to promoting a high standard of customer service in Hong Kong. With the assistance of non-government bodies, we launch awards and other publicity measures periodically, as well as finance education and training programmes for service practitioners. Our efforts have received encouraging responses from the business sector. I am delighted that 10 Hong Kong companies joined together last year to launch this important initiative for the promotion of customer service excellence. It exemplifies the kind of partnership between the public and the private sectors in Hong Kong that is the hallmark of our success.

Since its establishment, the Hong Kong Association for Customer Service Excellence has provided a useful platform for service providers to share experiences on best practices and to explore new frontiers. On the occasion of its first anniversary, I congratulate the Association on a job well done and wish it even greater success in the future.

Thank you.

End/Thursday, February 15, 2001

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