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Hactl honoured 100 frontline staff for outstanding services in its last edition of Customer Service Awards Presentation Ceremony on 24 June. We were delighted to have our customers with us to celebrate the occasion.
Inaugurated in late 2000 as Hactl’s first-ever company-wide employee recognition programme, the Award was presented quarterly to recognise the outstanding and commendable customer services rendered by our staff. Nominations have to come through customers or colleagues and their compliments were reviewed by a judging panel of our department heads. Over the past 12 years, more than 1000 awards have been granted.
This Customer Service Award was created to foster a positive corporate culture in Hactl by promoting a cohesive working environment and motivating staff to go ‘above-and-beyond’ for our customers. It also highlights our dedication to service excellence,
While each winning story is a unique, they all have one thing in common – something inspiring.
Case 1 : The “Can-Do” Attitude
Four Hacis employees went beyond the call of duty to ensure that a shipment of Ferrari and Maserati cars reached Guangzhou in time for an important promotional event. Arriving in Hong Kong with just two days to spare, the cars could not secure the necessary permits to be shipped by road as planned. The Hacis team worked with its connections in China to arrange for the cars to be transported by sea on a chartered barge. This professionalism and team spirit earned the appreciation of client KLM Cargo and agent ABX Logistics (Hong Kong) Limited.
Case 2 : Creative and Effective Solution
Our precious cargo was a high-value horse travelling from Sydney to Miami via Hong Kong. Unfortunately, this VIP was most irritated by the time he arrived in Hong Kong and did not want to stay inside the aircraft. Our Duty Manager came up with a creative solution. The airside team then used five ULDs and some planks to build a temporary stable in which the horse could rest and receive care before his onward journey. This creative approach won the commendation of both the client and the attending vet from the Agriculture, Fisheries and Conservation Department.
Core values in action
These winners, and all those honoured in the Awards, show the value of Hactl’s five corporate values in action—Trust, Respect, Professionalism, Integrity and Teamwork.
