The Asia Pacific Customer Service Consortium (APCSC) awarded Astro with the Asia Pacific Customer Relationship Excellence (CRE) Awards in the entertainment category for Customer Experience Center of the Year and Online Customer Service of the Year in Hong Kong.
This is the second consecutive year in which Astro has been awarded the prestigious Customer Relationship Excellence Awards in recognition of its focused high standards in customer experience.
Liew Swee Lin, Chief Commercial Officer, Astro said
“We are deeply honoured by the recognition from an international customer service consortium. This achievement further strengthens our dedication to promise our customers world class customer experience at all touch points including mobile, web, on-air and social media platforms. Going forward, we will continue our best efforts as Malaysia’s leading integrated consumer media entertainment group and we would like to thank our customers for their support”.
Jason Chu, Chairman of APCSC said:
“On behalf of APCSC and the international supporting organizations, I congratulate Astro for its unyielding enthusiasm, passion, commitment, perseverance, team spirit and sportsmanship in achieving Customer Relationship Excellence (CRE). Astro was awarded the CRE Awards after having gone through the final qualifying round of Public web voting by both customers and public endorsement, and the CSQS assessment by the panel of referees.”
Astro won the Customer Experience Center of the Year award for its 5 flagship Lifestyle Centre stores, which offers customers the convenience of a one-stop centre. Ramlan Ramli, Head of Customer Service Centre said:
“The Astro Lifestyle Centre showcases the best of Astro products and services for our customers’ convenience. At the outlets, consumers can interact and experience Astro content whilst enquiring about sign-ups, products, services or pay their bills. Our lifestyle centres are located at Mid Valley Megamall, IPC Shopping Centre, Batu Pahat Mall Boulevard Shopping Mall and Gurney Plaza.”
Astro also received the Online Customer Service of the Year award for the second consecutive year for excellent online customer service across multiple platforms. Mona Cheah, Head of eChannels & Self Service said, “In order to better serve our customers, we have a dedicated team to manage a self-service and live chat customer service support on our websites, social media pages, as well as on channel 200 on TV to ensure a humanized online experience. The service is well accepted by our customers, with a growth of 166% in enquiries, on these self-service channels.”