21 Jan 2014
Cathay Pacific Airways’ superior service was acknowledged when the airline received five “Gold Awards” at the Customer Service Excellence Awards 2013 hosted by the Hong Kong Association for Customer Service Excellence (HKACE). The accolades include the top honour in the “Grand Award” category and four other “Gold Awards” in the team and individual categories.
Cathay Pacific’s airport staff and cabin crew actively participated in the awards, and their wins are a testament to their hard work, while serving as motivation to seek continuous improvement.
The highest honour of the event – the “Gold Award” in the “Grand Award” category – was given to Cathay Pacific for the consistent delivery of its service philosophy, “Service Straight from the Heart”.
The HKACE judging panel remarked: “With its dedicated workforce, efficient management and in-depth understanding of customers’ expectations, the company’s commitment to delivering exceptional customer service has resulted in high levels of customer loyalty and recognition.” The organisation also stressed the importance of building a service-oriented company culture in order to provide the highest standards of customer service.
Cathay Pacific’s San Francisco-based cabin crew team was honoured with the “Gold Award (Field & Special Service)” in the “Team Award” category. HKACE commended the multi-lingual team for being able to address the needs of customers from around the world in an attentive and personal way, such as remembering the inflight preferences of frequent fliers.
The airline’s staff also took three prizes in the “Individual Award” category.
Mandy Chan, a Customer Services Supervisor at the Hong Kong International Airport (HKIA), was given the “Gold Award (Field & Special Service)” for her flexible thinking and her ability to stay calm, which enables her to offer the best solution to customers during ad-hoc scenarios.
Emily Yip, a Customer Services Officer at HKIA, received the “Gold Award (Counter Service)” for her willingness to go the extra mile to meet customers’ needs, as well as her persistent and enthusiastic manner in tackling problems.
Jigs Abiera, a Performance and Development Officer from the Inflight Services Department, was offered the “Gold Award (Internal Support)” for her dedicated, all-rounded support to the crew community.
Apart from the five “Gold Awards”, two Cathay Pacific frontline staff – HKIA Service Leader Louis Lo and Flight Purser Sean Liao – also took two of the three “Touching Moments Essay & Video Contest” awards.