Date: 6/2/2009
Urban Group recently received the Certificate of Merit in the "2008 Hong Kong Awards for Industries: Customer Service" organized by the Hong Kong Retail Management Association, to recognize its achievements in Customer Relationship Management.
The objectives of "2008 Hong Kong Awards for Industries: Customer Service" were to encourage and applaud the organizations that provide quality services and to promote the importance of service excellence. There were 3 phases in the judging process, namely: initial screening, interviews and final judging. Participating companies were assessed on their service standards through random visits conducted by the organizer's mystery shoppers in the initial screening stage. Such measure can ensure an impartial result because the judges may be able to understand the frontline operations, supervision and performance of the customer service proposal submitted by the contestants and, at the same time verify the customer service standard of the participating organizations.
Dr Edmond Cheng, the Managing Director of Urban Group said, "Nowadays, traditional property management services cannot satisfy the demands of our customers. Hence, Urban Group has been keeping abreast with the market changes and introduces novel service concepts that are customized and convenient to them. Through various communications channels, such as our 24-hour Customer Service Centre, Golden Touch, Coffee Evening and the Christmas Bell - Customer Satisfaction Survey, we have successfully enhanced a better understanding on the market demands, so that we can tailor-made quality services to fulfill our customers' expectation."
Dr Edmond Cheng stated, "We were spirited up by the Award as it has recognized the performance of our frontline staff as well as the accomplishments of our Customer Relationship Management strategies. In future, we will continue to weed through the old to bring forth the new so that we can furnish our customers with innovative and quality services. Meanwhile, we continue to strengthen our training and supervision of our frontline staff so as to further uplift our customer service standard."
He continued, "Real estate services is one of the most labour-intensive businesses in the service industry. Therefore, Urban Group always emphasizes service excellence in our daily operations. To echo our brand vision of 'A Passion of Service; A Quality Credential', we implement customer-oriented strategies so as to improve our service quality continuously."
Dr Cheng emphasized, "Take our value-added services as an example, we have successfully introduced concierge services to our prestigious projects since 2003, which were well-received by the customers. In 2006, we launched our building rejuvenation programme for most composite real estate projects in our portfolio to safeguard the living environment of our clients and to enhance the asset value of the projects. Besides, we act as Hong Kong's Community Manager to carry out environment management and various community services, so that our customers can enjoy a harmonious living environment.
Urban Group, a member of NWS Holdings Limited (Hong Kong Stock Code: 0659), is the Premier Real Estate and Facility Management Services Group in Hong Kong. Currently, the Group manages 200 projects territory-wide and serving 1 million people in Hong Kong.
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